How service trends in the Swiss industrial sector are strengthened by COVID-19

Sharp declines in demand, interruptions in the supply chain, travel restrictions and hygiene regulations affect all key functions of value creation.

Service and customer support are particularly affected, as they rely on personal interactions with customers.

We take this as an opportunity to examine the long-term trends in the service business of Swiss industrial companies and discuss the effects of COVID-19. For this purpose we formulate four hypotheses about future developments, verify them in interviews with industry experts, point out possible fields of action to those responsible and give concrete recommendations for the implementation of measures.