Organizations are under immense pressure to provide service excellence and state-of-the-art services to their customers to stay ahead of the competition. Digital transformation around IoT, RPA, augmented reality, predictive analytics, machine learning, and cognitive intelligence is reshaping business operating models and customer experience. The services industry is already experiencing a wave of predictive maintenance and it is going to move toward the prescriptive model of operation.
Organizations that are prepared or have started their journey to move their business operation from being only efficient to truly strategic will certainly get a leg up on the competition. Have you started yours?
Here’s everything you need to know about connected service intelligence and how technology is driving business. We have extended the Microsoft connected field service solution to appreciate the future and map user journeys.
Key business drivers for connected field service/intelligence are:
- Reduced downtime with proactive monitoring from connected devices
- Address issues faster by remotely monitoring devices and keeping customers informed
- Reduced maintenance costs by dispatching a technician with the right expertise, availability, and location to the job
- Technical expertise support to front line/Junior staff using remote assistance
- Enabling customers with self-service/fix with guidance
Let us understand how technology is complementing and enabling front-line employees and organizations to deliver excellence and be productive. They are impacting both organizations/businesses as well as the end consumer, and it would be interesting to observe the relevance of technology adoption in each case.
RefroVolts is a home appliance manufacturing company, which sells home appliance products across the globe. Recently, they have observed that their production is not meeting the demand for a few manufacturing plants. Also, customer satisfaction is diminishing due to frequent service requests for the appliances in the ‘connected appliances’ category.
RefroVolts is trying to resolve the issue for frequent and unscheduled downtime of the production assembly line resulting in not meeting the delivery schedule. RefroVolts was advised to move from condition-based Preventive Maintenance(PM) to intelligence-based Prescriptive Maintenance(RxM) using IoT, analytics on Azure.