Integrated, connected, automated, proactive, transformed–No doubt you have seen these concepts highlighted as keys to service success. Whether your goal is to uncover additional customer value, service revenue, or service profitability, you are probably in the process of incorporating one or more of these concepts into your organization’s service transformation strategy.
But how exactly do you create a strategy that guarantees a cycle of service success?
Recognize the value in each component of your service strategy to understand the logical process of piecing them together.
Your business is undoubtedly abuzz with today’s world of connected products. If you haven’t done so already, you’re most likely in the process of reshaping your company strategy around connectivity. And with this, you’ll recognize exactly what connectivity means to you and your service business.
Now’s the time to support and enable the connection between your devices, products, technicians, and the valuable information they hold to recognize how to take advantage of them all. Your connected abilities are not limited solely to the linking of your products. It’s essential to integrate all of your service resources and create one mighty service system. Aberdeen’s analyst insight, Access to the Right Information Empowers a Results-Driven Workforce, dives into the importance of connectivity between technicians and resources when performing service and how it ties back into product connectivity.
Even with connectivity mastered, it’s crucial to develop a strategy for interpreting and applying the unlimited amount of data being fed into your system. The constant maintenance, issues, and part replacements that occur when servicing products in the field make it difficult for any organization to keep up with increasing customer demands. So how much easier would it be if alerts, data, scheduled appointments, and so much more were generated for you and action was automatically taken based on how each situation is supposed to be handled?
Having smart, connected service enables you to proactively handle your field service requirements by linking system resources, technical information, and usage data. Understanding a product’s service history and recognizing usage that flags opportunities for issue correction and maintenance allows you to allocate your resources based on current data. Additionally, automatic diagnostics, replenishment, scheduling, and preventative maintenance gives an invaluable amount of time back to your company to focus on other service areas.
Imagine seeing the future and taking service action before it becomes an unmanageable issue that will require an unnecessary number of resources and costs. A “30% to 50% increase in remote fixes through better diagnosis” can be realized with a shift to a proactive service focus, according to PTC’s whitepaper Maximizing Customer Value in the Field. It shifts the power back into your hands rather than your product’s, which is exactly where it should be.
Creating the link and recognizing how to fit the pieces of your service strategy together will transform the way your company does business.
PTC’s Steve Morandi’s presentation at Field Service USA 2014 gives valuable insights into connecting your fragmented service environment. Watch Steve’s presentation and consider where your organization’s service strategy currently falls. How are you connecting the dots within your own service organization?
For additional insight into Steve’s presentation, check out some more highlights on the Field Service Blog.