Tecnologias de interação entre cliente e empresa no âmbito dos fornecedores para a Indústria 4.0 no Brasil

Abstract

The concept of industry 4.0 is inserted in the context of the fourth industrial revolution which is related to the convergence of technologies such as the internet, automation, robotization and other existing technologies, but in this context they all work together, cooperatively. It is known that few companies in Brazil fit this concept of industry and consequently are not fully prepared to understand the needs of current customers and their changing demands. In view of this, the study’s issue focuses on the efforts that have been made só that customer/company communication within the scope of Industry 4.0 is facilitated. Then, an exploration of this discursive field is made, extracting answers to this problem through a questionnaire answered by executives and responsible for sales and customer service of technology 4.0 supplier companies in different fields. The results point to the emergence of the theme as the trajectory that permeates the defining characteristics of companies purchasing 4.0 technologies, the customer life cycle and the applications of industry 4.0 technology to these customers. From the point of view of the responses collected, the customer uses technologies of this type to improve their processes, the relationship of their sales channel, the use and provision of after-sales service, and reinvent the aftersales experience through digital means. Halfway through the digital transformation, it is clear that it is necessary to overcome the main risks and challenges that the 4.0 technology provider faces in Brazil.