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2021: Office Machinery Service Market Increased by 153%
On February 2, 2022, Inventive Retail Group announced that it had analyzed the domestic corporate equipment service market. In 2020, the number of service customers increased by 70% compared to 2019, in 2021 - by another 153%. In 2022, experts predict a quadruple increase in service contracts for corporate mobile equipment.
According to the company, the Russian market for KO service is still being formed. As a rule, after the end of the guarantee, companies wrote off broken equipment, independently disposed of or purchased another for employees. Since 2018, there has been an increase in requests from corporate customers for service. In the process of digital transformation, companies began to use gadgets more often as a working tool. In addition, the list of brands whose devices could work in the corporate environment has significantly expanded. It was not profitable for business to service huge parks of heterogeneous equipment. In addition to the direct repair of devices, corporate support services have also become popular - customer service KO, trade-in and the purchase of obsolete equipment, device insurance.
Most actively seeking service IT- telecommunication and companies, their share reaches 25% of the total number of contracts concluded. Technology companies are traditionally one of the largest consumers of digital devices. In second place - retail and (FMCG 19%), which during the period pandemics actively transformed, developing online. sales The top three closes, their industry share in the total number of contracts is about 11%. Representatives (9%), banks (8%), farm industry consulting companies (8%) also implement the KO service model.
Most often, the business acquires service services for a fleet of corporate laptops. In the total number of service contracts, their share reaches 64%. Laptops are complex devices that serve a long time, the change of technological generations is rare. In second place is the service of smartphones and tablets (18% and 16%, respectively). These types of devices have only recently become perceived as an effective working tool. The share of PC service contracts does not exceed 2%: personal computers serve longer, and when their service life expires, they are usually written off.
MO service services are provided by both authorized service centers (ACS) and certified equipment suppliers. As a rule, large ASCs, although authorized by many manufacturers, are mainly sharpened for the service of individuals and often do not have the resources to independently enter the B2B market. Therefore, the development of cooperation between large authorized service centers and certified equipment suppliers is an important driver of the development of the corporate service market.
As of February 2022, the most popular services include:
- service of corporate devices of different brands;
- repair of any complexity throughout Russia;
- Installation and upgrade ON
- replacement of broken glass/battery/hard disk;
- cleaning from moisture and dust.
Over the past five years, from 2017 to 2021, the volume of the KO service market grew 18 times. In 2018, in the B2B sector, this indicator increased 8 times compared to a year earlier, in 2019 compared to 2017 - already 16 times. In 2020, a decline ensued due to the pandemic and the redistribution of the budget to other pressing tasks. In 2021, the KO service market began to grow again, the trend will continue in subsequent years.
According to February 2022, repair is one of the most sought-after services in the market. In the first year of operation, corporate customers spoil about 15% of the total fleet of smartphones and 9% - laptops. The figures include both warranty cases and breakdowns that are not covered by the warranty.
The share of service in KO supply contracts is also growing year by year. If in 2018 it amounted to a little more than 4%, in 2019 it has already increased to 5.2%, according to the results of the first three quarters of 2021 it reached 7%.
 | The growth of services for corporate customers will continue. The main reason is the continued increase in prices for devices. Moreover, prices are rising for objective reasons: due to COVID-19, production volumes have decreased and delivery times from manufacturers have increased. In addition, a shortage of components affects. In such a situation on the market, customers understand that it is faster and more profitable to switch to the maintenance and repair of devices already in the fleet by contacting specialized teams. told Ilya Lavrenov, Vice President of Corporate Sales, Inventive Retail Group |  |
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