Extending product offers with product-related services: the value of configurators

A significant part of traditional manufacturing companies’ value propositions is provided through product-related services, such as transport, packaging, documentation, installation, and after-sales support. However, for many companies, it is challenging to manage such services. To address this issue, this paper investigates the usefulness of configurators in supporting this task. Specifically, product configurators are widely used in product development and sales processes in engineer-to-order (ETO) companies, where they have produced many benefits. To investigate the feasibility of product-related service configurators (PSCs) in manufacturing companies, this paper develops an approach to developing and implementing PSCs. The approach is tested in a case study to investigate its usefulness and the effects of applying PSCs. The study demonstrates the usefulness of the proposed approach and reveals three main types of benefits from PSCs: (1) increased product-related service cost transparency, (2) improved product-related service offerings based on customer characteristics, and (3) more standardised and structured product-related service specifications.