10/06/2025
Significant Trends in Self-Service in 2025 - what awaits the Polish manufacturing industry?
10/06/2025
In a rapidly changing economic environment, self-service solutions (self-service, customer portal, service technician portal, installer portal, etc.) are becoming not only a standard, but even a necessity for manufacturing companies in Poland. Recent reports and analyses from global consulting firms such as Gartner, Forrester and McKinsey show that 2025 will be a breakthrough year in terms of the implementation of AI, hyper-personalization and automation of customer service processes and operations management in the industry.
Key technology strategies
According to reports, competitors, both domestic and foreign, are planning or already implementing such technologies as:
Artificial intelligence (AI) and generative AI (GenAI) in customer service
Gartner indicates that one of the top priorities of customer service leaders for 2025 is to implement conversational generative AI, which rebuilds customer interactions, enabling automation of up to 80% of routine interactions.
In Polish manufacturing companies, AI is already used by 47% of enterprises, mainly for quality control, process automation and customer service, resulting in efficiency gains (62% of companies confirm improvements) and better decision-making.
Individual approach and proactivity
AI allows real-time data analysis and customization of communications and offers to individual customer preferences, which builds loyalty and increases satisfaction.
Service platforms that enable autonomous purchasing/service processes anticipate users' needs and can propose solutions before a problem arises, such as suggesting service actions or optimizing spare parts orders. Such activities are key to building lasting relationships with customers and anticipating their needs.
Digital channel development and omnichannel
According to Forrester, more than half of large B2B transactions (over $1 million) in 2025 will be conducted through digital self-service channels, such as supplier portals and marketplaces.
Customers expect seamless service at every stage of contact - from ordering to service - regardless of the channel chosen (app, portal, hotline, chatbot).
Process automation and robotization
Poland's manufacturing industry is intensively implementing intelligent process automation (IPA) and robotization to reduce costs, increase quality and shorten lead times. The average process automation rate in Poland's business services sector is already over 21%, and is expected to rise to 35% within five years.
This means that, on average, 21% of all business processes in companies in this sector have been automated - that is, more than one-fifth of the tasks carried out already run automatically, without human involvement.
The rise of self-service B2B and B2C platforms
Modern service platforms, such as those deployed by Hycom, enable rapid deployment (in as little as 4 months), scalability and easy integration with existing ERP or CRM systems.
Market data and forecasts
The global market for self-service platform technology is growing at an annual rate of 13.8% and will reach more than $92 billion by 2030.
73% of customers believe it is most important for a company to respect their time - self-service addresses this need by enabling quick resolution of issues without a consultant.
In Poland, AI adoption has grown by 36% in the last year - the fastest growth in the European Union.
Conclusions and recommendations for manufacturing companies
Invest in modern self-service platforms - they will not only reduce operating costs, but also increase customer satisfaction and loyalty. Every customer contact can be easily leveraged for additional sales and the collection of valuable customer information.
Implement AI and automation - it's no longer a competitive advantage, but a requirement for staying in business.
Focus on personalized action and proactivity - use data to better understand customer needs and offer tailored solutions.
Develop digital competencies of teams - technology is a tool, but the skills of the people who implement and operate it are key.
Self-service in 2025 isn't just technology - it's a new philosophy of customer service that focuses on speed, convenience and personalized attention. Companies that invest in these solutions today will gain an advantage for years to come
What do companies stand to gain?
The implementation of self-service solutions that enable partners and customers to carry out many of the processes supporting sales, service, assembly or maintenance on their own brings a number of tangible benefits to Polish manufacturers, which directly translate into business development, improved efficiency and increased competitive advantage.
Reduce operating costs
Advanced customer service automation in both B2B and B2C models. With features such as ticket handling systems, complaint management, billing or payment management, and the implementation of AI Chat, companies can significantly reduce the costs associated with traditional customer service and reduce the burden on call center departments.
Scalability and flexibility of solutions
Platforms based on modern component / MACH architecture, allow very fast implementation (even within 4 months) and flexible expansion of the system with new features. With off-the-shelf components and a well-thought-out UX/UI, companies can easily adapt the platform to changing market and customer needs.
Increased customer satisfaction and loyalty
Intuitive access to information, uniform offers for all product lines, and cross- and up-selling functions, as well as mobile applications, make customers more willing to use the platform and come back more often for more products or services. This directly translates into increased customer satisfaction and loyalty.
Increase process efficiency
Properly designed and implemented ticketing systems, streamline the management of complaints, handling of investment contracts and orders. As a result, all processes are transparent, fast and easy to monitor, which significantly increases the operational efficiency of the company.
Sales growth and market expansion
Modern self-service platforms also support the development of sales in both domestic and foreign markets. Examples include hybrid e-commerce and self-service platforms that enable expansion into new markets and rapid implementation of new functionalities, such as online claims handling and investment contract management.
Quick response to market needs
Thanks to their flexible architecture, these solutions allow rapid implementation of new functions, integration with ERP and CRM systems, and dynamic adaptation to customer expectations and market changes.
Reduction in the number of inquiries to the call center
Transparent billing, automatic payment confirmations and the ability to submit cases online are causing the number of inquiries to traditional service channels to drop significantly.
Regulatory compliance and readiness for the future
Designed in accordance with the requirements of digital accessibility and current regulations, the solutions provide confidence that they are legally compliant and prepared for the further development of self-service functions.
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