Remote service can reduce costs, improve response times, and have a positive impact on productivity and business growth. It delivers significant business benefits and has the potential to prevent and solve issues before a truck roll even happens, allowing organizations to save time and money while increasing customer satisfaction. With connected technologies, technicians can identify and solve problems remotely, instead of sending a technician out for a diagnosis. It’s all about getting ahead of the problem instead of waiting for one to occur.
Using Connectivity to Cut Costs Through Remote Service
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IDC, Remote Service Without Losing Customer Engagement and the Human Experience, #US47810422, April 2022.
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Hi! I’m interested in learning more about how remote service can help my organization. What are some of the business benefits I could achieve?
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Great! How else can remote service help my organization boost productivity?
Remote service also reduces downtime across the board, allowing affected equipment to get up and running quickly and efficiently.
Remote service allows technicians to solve problems without even having to travel to the customer. Once an issue has been diagnosed, service organizations are able to conduct tasks remotely, saving your company physical visits and costs in the process.
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What are the different aspects of the process that enables remote service?
First up, remote diagnostics takes the guesswork out of service visits and is a great way to reduce costs while simultaneously increasing value to the customer. Then remote condition monitoring automatically alerts service teams when IoT-connected equipment needs attention.
That makes sense. What comes next?
The data aggregated enables remote service, allowing teams to cater product service schedules to the needs of the equipment in order to catch potential problems before they even occur.
Some mishaps are inevitable, though. What happens when they do arise?
When issues do arise, remote service allows them to be fixed entirely remotely.
In what ways can remote condition monitoring and remote service reduce our costs?
Dispatching technicians is the largest cost faced by service organizations. Remote condition monitoring delivers significant business benefits by remotely assessing the problem before truck rolls, paving the way for remote service to correct the problem (thus eliminating a site visit).
Can you expand on how this works?
The process can limit onsite resolution time and reduce repeat trips by getting to the root cause of the problem. Conducting tasks remotely can potentially save your service team thousands of physical visits per year – subsequently allowing you to save on gas, travel, and all other associated costs.
1 IDC, Remote Service Without Losing Customer Engagement and the Human Experience, #US47810422, April 2022.
Thanks! I can see that the business benefits are pretty tangible. How do customers feel about it? Won’t remote issue resolution complicate the process?
Remote service leads to higher customer satisfaction – their equipment is working properly, or even better than it should be.
What steps are taken that lead to heightened customer satisfaction?
Remote service leads to a higher service success rate and bolstered reliability. Customers are getting a faster fix (without waiting for technicians to arrive) - resulting in greater uptime and a higher ROI.
Can organizations utilize the data provided by connected technologies?
Connected technologies allow organizations to have real-time visibility into the functionality of their processes and products in order to improve efficiency, safety, and service.
And what sets this type of data apart?
This unique data can open up new service models, decrease internal costs, and increase contract renewals.
So far, how have organizations used the data?
The data provided by remote monitoring has allowed service teams to see a 33% increase in customer satisfaction and a 66% reduction in service requests. Further, organizations can filter the data in order to reduce “noise,” making it easier to spot and handle anomalies as soon as possible.
Remote service can provide organizations with the ability to understand how their connected products are performing, improve service outcomes, and evaluate data trends all while reducing costs and boosting efficiency.
Explaining Remote Condition Monitoring PTC 4 Reasons Remote Monitoring is Your Best Move to Better Service eBook PTC Top 5 Misconceptions about Remote Monitoring eBook PTC Remote Condition Monitoring Quiz: Can You Guess the True Figures? Service Council’s Remote Service Becoming the Standard Research Insight Tech-Clarity Buyer’s Guide: Improving Service with Remote Condition Monitoring Speaking of Service Podcast
The benefits of using the data provided by connected technologies are far-reaching within organizations. While the engineering team can see how designs work in the field to determine which features are most commonly used, sales can learn how systems are used in order to plan their efforts accordingly. The effects even allow project management teams to understand how their portfolio of products is performing in different regions.
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Click here to check out the various reports focused on remote service resolution.
