The Time for Proactive Services is
Now
Equipment service models: how it started and how it’s going
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Not only has the technology changed, but so have the best practices. Today a truly optimized manufacturing company employs a proactive service model to leverage machine data and analytics as opposed to the reactive model of the past. With proactive service, service teams can listen to equipment or assets in the field, and then customers can adapt to the patterns they discover.
Take a look at the evolution of service models by clicking Reactive Service and Proactive Service below:
HOW IT’S GOING
HOW IT STARTED
Keep an ear out for alarms. By this time, the crisis is already in action – inevitably causing a disrupt.
REACTIVE SERVICE
PROACTIVE SERVICE
Listen to specific indicators preceding an alarm.
Now service teams can mitigate setbacks or avoid them completely via remote monitoring.
Listening
Hearing
Smart, connected products extract data and make predictions. Proactive service systems leverage advanced analytics, allowing applications to make and apply predictions intelligently.
using predictions
Pull equipment data to identify trends.
Operators can manually adjust their systems and schedule routine maintenance based on their predictions.
making predictions
HOW IT STARTED
HOW IT’S GOING
REACTIVE SERVICE
PROACTIVE SERVICE
Pre-emptive service calls avoid failures and improve performance. It is more efficient to conduct maintenance before it’s technically necessary – transforming routine service calls into higher-value touchpoints.
Anticipatory and data-based service calls
Schedule service calls when there’s an issue or on a fixed schedule. Technicians go into these service calls without any data and cannot know what specific equipment or expertise is needed, resulting in extended downtime.
Break/fix or Calendar-based service calls
HOW IT STARTED
HOW IT’S GOING
REACTIVE SERVICE
PROACTIVE SERVICE
Beyond optimizing operations for the customer, proactive service creates a competitive advantage. “A proactive approach also offers a way to protect profitability of service business. They can then offer more aggressive SLAs,” according to Chris MacDonald, Head of AI and Analytics, Digital Transformation Solutions at PTC. “If they do that, they're much more likely to win profitable business and keep it over the longer term.”
Source: Why the Time is Right to Move to Proactive Services, RTInsights
Discover how proactive service can transform your organization in the RTInsights interview.
Equipment manufacturing looks a lot different today than when it all began.
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