Richard Humphreys |
The Internet of Things (IoT) and the need to capture customer data through smart, connected products to improve outcomes is forcing many equipment manufacturers to rethink their business. To help this digital transformation, TSIA has developed a 3-step framework called the Remote Services Continuum.
1. Service Efficiency: Reduce service costs and improve responsiveness to incidents
By remotely capturing, analysing, and monitoring the performance data of your equipment on a customer site, you can spot issues as they arise. This can save time and money per incident, and improve customer satisfaction.
2. Process Optimisation: Improve product use and enable value-added service
The performance and equipment usage data you collect allows you to spot problem areas before they become serious enough to require a technician. The addition of remote support capabilities and self-healing technology can also reduce the frequency of field service dispatches per customer, increasing uptime, and even eliminating unplanned incidents altogether.
3. Customer Outcomes: Integrate information, people, and processes to improve business results
This final step involves working directly with your customer to help them improve their processes and deliver business outcomes. This requires a deep understanding of exactly what they want to accomplish and how your offers can help, proving their value.
To succeed in the age of IoT, manufacturers must develop these new organisational capabilities, and the time to start is now.
Vele Galovski is vice president of Field Services Research at TSIA