Stories of connected services success: 4 use cases

Deploying new solutions often comes up as a challenge. Many solution providers suggest customers follow a strategy that mirrors the adage, “out with the old and in with the new.”

Manufacturers, however, have told us they want to preserve the old alongside the new. They derive a lot of value from their custom-made and local applications and don’t have the time or budget to start over. At the same time, they also don’t want to stand in the way of innovation. Seeing how our connected services work within a hybrid environment that incorporates their legacy systems, has led many to breathe a sigh of relief. Some have even changed course, accelerating their plans for digital transformation initiatives.

Supply chain efficiency is understandably on the minds of a lot of manufacturers. Any cog in the system cascades down to all the other areas after it, which can result in poor service, lost revenue, and unhappy customers.

Manufacturers are responding to how connected services streamline information about customers, servicing, and inventory, within a new or already existing Enterprise Resource Planning (ERP) system. This seamless flow of information offers a new data layer that integrates with relevant systems and applications; so, in place of data silos and time-lagging data, they get real-time information, which they’re telling us is leading to better visibility, helping them with timely predictive maintenance and proactive responses.

What about service? On our end, connected services are geared toward giving field technicians the right information when they need it, including visibility into the entire lifecycle of products.

Manufacturers are telling us that easy access to information—old and new—has helped them improve first-time fix rates and ensure that onsite technicians know how to make the necessary repairs. The enhanced data pipeline helps with scheduling and ensuring technicians arrive with the right parts. Real-time monitoring helps specify parts needed for replacement or repair. One manufacturer also pointed out no longer having to warehouse just-in-case parts. Instead, they could focus on ordering just-in-time ones. This resulted in a more informed field technician, offering customer service that helped the manufacturer build trust.

A common concern we hear about connected services is that it will become outdated as technologies improve. We have a simple answer for that: we seamlessly add updates, so they never have to worry about falling behind the times. They get the information they need in the hands of those who need it, when they need it, accessible from anywhere. That’s what we want to provide and it’s satisfying to know that’s what they’re receiving.