An explosive growth in new technologies to gather and use data to optimise service delivery will increasingly drive asset-based services, as MARK BREWER explains. By 2020, 25 percent of asset- intensive companies will adopt IoT (Internet of Things) and'digital twin' technologies to optimise service. These technologies are poised to have a huge impact on services – reducing costs, maximising data analytics and extending the lifespan of products. Previously when, for example, an elevator broke down, the customer would have to phone a service engineer reactively. This approach is highly inefficient as the individual engineer may have little idea of what is wrong with the equipment, leading to a low first-time fix rate and a disappointed customer.