Free Digital Servitisation Toolkit Launched to Support SME Manufacturers

A new digital servitisation platform developed by InterAct-backed academics at the University of East Anglia (UEA) is set to boost innovation and growth for UK SME manufacturers.

A brand new digital servitisation platform, crafted by academics at the University of East Anglia (UEA) with the backing of InterAct, is poised to drive innovation and growth for small and medium-sized manufacturers in the UK.

Introducing the free online toolkit—InterAct DigiServe—this resource is specifically designed to assist SME manufacturers in exploring, assessing, and adopting cutting-edge business models that leverage digital technologies like Artificial Intelligence (AI), Blockchain, and the Internet of Things (IoT). It empowers business leaders to make well-informed decisions that can boost competitiveness, enhance sustainability, and open up new revenue opportunities.

This toolkit emerged from an eight-month research initiative led by Associate Professors Dimitrios Dousios and Tony Karatzas at UEA, with funding and support from InterAct, a program under Made Smarter Innovation and the Economic and Social Research Council (ESRC).

“Over 90% of UK manufacturers are SMEs, yet there’s been little guidance on digital servitization.” noted Tony Karatzas, Associate Professor in Supply Chain Management. “This toolkit helps SME leaders unlock its potential and embrace the future of industry. It’s a great example of Government-backed research providing practical solutions for digital transformation. We aim to encourage more industry engagement, research, and policy support to help SMEs thrive in the digital age.”

A Research-Backed Approach to Business Innovation

This research delved into how small and medium-sized enterprise (SME) manufacturers select and implement various digital servitisation models. It pinpointed four main strategies:

• Add-on – Boosting existing products with digital services
• Use-based – Offering company-owned products for customer use
• Solution-oriented – Providing outcome-based service contracts
• Platform – Establishing digital marketplaces or user service hubs

The team also identified seven crucial factors that impact success, such as digital maturity, service design, and demand volatility. A national survey involving 352 UK SMEs confirmed these insights and helped shape the practical guidance in the toolkit.

The resulting self-assessment tool empowers manufacturers to evaluate whether digital servitisation is a good fit for their operations, select the most suitable model, and access training videos to aid in implementation.

“Our research shows that SMEs can achieve high performance across all digital servitization models, depending on how well the model aligns with the organisation's context and design,” explained Dimitrios Dousios, Associate Professor in Entrepreneurship. “There is no single formula for success. SMEs with different characteristics can still thrive.”

InterAct: Bridging the Gap Between Industry, Policy, and Academia

The InterAct initiative, backed by a £4.4 million grant from the ESRC as part of the Made Smarter Innovation program, has brought together researchers, manufacturers, digital tech providers, and policymakers to address the human and organizational hurdles of embracing new industrial technologies.

Since its inception, InterAct has organized over 70 industry events, engaging more than 2,000 stakeholders and creating a robust network of over 750 members. This network has supported more than 30 projects covering a range of topics, from sustainable steel production to digital change management and the public's perception of manufacturing.

Moreover, it has shared its insights on a global scale, conducting research missions and connecting with over 150 leaders in countries like Singapore, Malaysia, India, Australia, and Sri Lanka.

Professor Jillian MacBryde from the University of Strathclyde and Co-director of InterAct shared her thoughts: “This project exemplifies how innovative research can yield valuable insights and practical tools that assist SME manufacturers in their digital transformation.”

To explore the digital servitisation toolkit, head over to InterAct DigiServe. For more information about InterAct’s broader initiatives, check out their main website.