As the ease and speed of service improves customers’ personal lives, from food delivery to quick shipping times, they expect the same service experience in their professional lives. As today’s competitive landscape further heightens customer expectations, an exceptional service experience has evolved from a nice-to-have to a necessity for ensuring customer satisfaction The Service Council surveyed over 100 leaders in service across industries including computer and high tech, industrial equipment, and medical devices, to find the top service factors positively impacting customer satisfaction the most. Click through each of the factors to discover how a service strategy powered by the IIoT can be a major advantage when it comes to winning over and retaining your customers.
31%
98%
36%
96%
93%
46%
Remote Condition Monitoring
Service Delivery Speed
Supplemental Services
Relationship with the Service Team
Asset Uptime and Performance
Working with the Same Service Team
Click through each of the factors to discover how a service strategy powered by the IIoT can be a major advantage when it comes to winning over and retaining your customers.
Source: https://www.ptc.com/en/resources/iiot/white-paper/measure-the-impact-of-customer-satisfaction-on-operational-performance/
31
Many service teams are making the switch to service models enhanced by remote condition monitoring—and it’s no surprise why. IIoT-enabled remote condition monitoring helps companies to grow their top-line while delivering an exceptional customer experience through:
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• Visibility into asset performance • Proactive machine maintenance • Remote assessment and correction of issues • Remote diagnostics to help reduce mean time to repair
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98
During a costly breakdown, the last thing a customer needs is an extended repair time. Powered by IoT-enabled equipment insights, service teams can respond to customer issues faster than ever before, exceeding customer expectations by:
• Proactively detecting and diagnosing issues remotely • Resolving issues before downtime occurs • Improving mean time to repair • Decreasing unplanned downtime
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Emerging technology is changing the customer’s expectation of service organizations. With digital transformations being accelerated to manage rising customer expectations, companies are deploying state-of-the-art tools and technologies, such as the industrial IoT and augmented reality to:
Leading global printing press manufacturers, Heidelberg’s service team reduced repair response time by 50% after implementing the IIoT to deliver faster, more effective service.
Case Study
• Improve customer performance with remote optimization service • Automate re-supply of consumables • Service equipment supplied by other OEMs • Offer additional service tiers
96
When it comes to maintaining a solid relationship with the service team, the Service Council found the specific team member who carries out maintenance is less important than the quality of service delivered. Service teams can offer high-quality, reliable remote service powered by the IIoT that helps customers to:
• Remotely resolve issues immediately • Reduce back-and-forth technician visits • Facilitate customer self-service • Receive accurate, timely communications
93
Preventing customer downtime is a top priority for many service teams. The cost of unplanned downtime often exceeds the cost of dispatching a technician, especially given that longer periods of downtime mean delays that are both costly in time, money, and poor customer outcomes. Leading service teams are making the switch to remote service. By connecting assets to the IIoT, your service team can:
• Access real-time performance insights • Detect issues before they occur • Carry out predictive maintenance to avoid breakdowns • Increase first-time fixes
46
Having a positive experience with one service team or member can be helpful; however, receiving a positive service experience every time from any technician is essential. To deliver high-quality service every time, equip technicians—whether they are employees or subcontractors—with powerful IIoT-enabled insights to:
• Access real-time equipment data to improve first-time fix rates • Accurately assess the root cause of an equipment issue • Arrive on-site with the correct tools, parts, and repair plans • Detect problems before a machine breakdown
Service leaders are transforming their service strategy with the IIoT to keep customer satisfaction rates climbing. If you’re ready to start delivering more effective service and support— both on-site and from a distance, explore the Buyer's Guide: Improving Service with Remote Monitoring to get started.
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Click here to read the Service Council report, Measuring the Impact of Customer Satisfaction on Operational Performance in full.
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