Adapting to the Sharing Economy by Matzler Kurt

Author:Matzler, Kurt...
Language: eng
Format: epub
Published: 2015-04-14T00:02:08.119000+00:00

4. Provide repair and maintenance services.

Companies that have expertise in repair and maintenance can participate in the sharing economy by “renting” that expertise to consumers. What’s more, the more people share a product, the more that product is used, which increases the need for repair and maintenance services.

FedEx’s TechConnect

Federal Express is an American courier delivery services company founded in 1971. Its main operations deal with courier services. In this context, the company built up a large body of knowledge in the area of repairing electronic devices that its employees use in the process of making deliveries. This knowledge now provides the basis of FedEx TechConnect, a subsidiary of FedEx Corporate Services Inc. FedEx TechConnect specializes in repairing electronic devices. Businesses seeking these repairs can take their devices to FedEx retail stores; FedEx also brings these repair services directly to customers, by means of its conventional delivery personnel. FedEx CEO Fred Smith at one point estimated that there’s a $15 billion market for services like this.15

FedEx was able to capitalize on its existing capabilities by exploring the potential of collaborative consumption. Resources and know-how that already resided at FedEx — namely, for repairing electronic devices — were developed into a business model that not only builds on existing capabilities but also supports the company’s main operations. The excess capacity of repair expertise integrates seamlessly both with FedEx’s retail stores and its delivery personnel, providing an infrastructure that allows FedEx to offer its repair services on a global scale, without huge additional investments.

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