Why is connectivity a prerequisite for safety today?
Only when devices are reliably connected can security updates be rolled out quickly and vulnerabilities targeted and addressed. This is precisely what regulatory authorities expect today. Connected systems increase transparency, response speed – and ultimately operational safety. This is not only a reflection of our own quality and safety standards, but also meets the expectations of the relevant regulatory authorities.

What role do digital platforms already play in the service sector today – and what lies ahead?
Digital platforms are already firmly established in day-to-day service operations – for example, in the management, monitoring and analysis of connected devices. At the same time, there is still a way to go to increase the level of connectivity within the installed base. This is precisely where the great potential lies: platform services can streamline processes and enable new data-driven offerings. In future, they will play a significantly greater role than they do today.

When does remote service make sense – and when is on-site service still essential?
‘Remote First’ is a guiding principle for the development of our solutions – not an obligation for customers. Where connectivity adds value, we make use of it. Where it does not, on-site service remains the norm. The key is to offer choices and tailor solutions to real-world requirements.

Which technological developments will bring about noticeable changes to the service provided to customers?
More efficient diagnostics, automated processes and intelligent error messages offer great potential. However, this is only possible if devices provide the technical support for these service capabilities. Service requirements must be taken into account early on in product development – only then can digital opportunities be utilised reliably at a later stage.

How is AI changing customer service – and what do customers actually notice?
AI makes customer service faster, more precise and more proactive. It identifies patterns in operational data and flags up potential faults at an early stage. Maintenance is tailored more closely to actual usage. Customers benefit from fewer breakdowns and shorter response times.

Where will human involvement remain indispensable in the service sector?
Where physical intervention is required, human labour remains indispensable. Replacing components and carrying out repairs – these tasks require on-site expertise. In the long term, therefore, service will continue to be a combination of digital support and personal involvement. Our vision for Dräger Services is ‘Digital Forward, Human Centred’.

How do customers around the world approach digitalisation?
Globally, the picture is surprisingly similar: there is a high level of openness to digitalisation – regardless of region. Differences lie primarily in budgets and the pace of implementation. Expectations regarding service, security and availability are very similar.

What trends are reshaping the service industry worldwide – beyond digitalisation?
A key trend is the shift from investment models to usage models. Instead of buying individual devices, customers are purchasing complete solutions: including service, accessories and guaranteed operational readiness. This makes planning easier – and is fundamentally changing the role of service.

Why are more and more customers switching from ownership to usage?
The biggest challenge lies in reconciling digital ideas with the technical realities of the devices. Many things are conceivable – but they can only be implemented if the devices are optimally configured. That is why close coordination between the service and development teams is crucial.