Digital twins for supply chain efficiency—learning from a case study in a rail-track services company

Digital twins are increasingly bridging the gap between physical and digital systems, enabling real-time monitoring, simulation, and optimisation. Gaining prominence in operations and supply chain management, they offer virtual replicas of physical systems to support informed decision-making and enhance efficiency. While conceptual studies are abundant, empirical evidence on the practical value and scalability of digital twins in service supply chains remains limited. This study addresses this gap by examining a real-world case of digital twin implementation in a mobile rail maintenance context and by developing a functional, context-specific solution that responds to the identified challenges. Employing the action design research methodology, the study designs and implements a Service Execution System, a digital twin solution aimed at improving transparency, coordination, and operational decision-making across the service supply chain. The paper explores the technical and organisational challenges of integrating digital twins within existing IT infrastructures, evaluates the role of predictive analytics, and reflects on the strategic implications for supply chain resilience and performance. The findings offer empirical insights into digital twin deployment in service operations and propose a framework to guide future implementations. This research advances understanding of digitalisation in service supply chains and highlights the operational potential of digital twin technologies.