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Stories of connected services success: 4 use cases

01 Feb, 2023

Getting value from digital technology

A lot of technology companies claim they find the most success by focusing on telling a customer what they want. We believe in listening to what they need. Hearing firsthand accounts from manufacturers about their infrastructure needs and the impact our connected services and Microsoft Dynamics 365 have had in addressing them, help us provide better solutions and services to our customers. With that in mind, here’s some of what we learned.

Customers’ expectations today are higher than ever before, in part because they see amazing digital technology driving and engaging their shopping experiences. Our research shows that 85 percent of companies report that their customers are significantly more digitally focused than they expected. We’re being told our connected services offering is helping meet them where they are, leading to better customer service, first-time repairs, less downtime, and more proactive maintenance. These types of benefits are making their customer more trusting and loyal of manufacturers, which can sometimes feel in short supply these days.

Use case 1: Blending the old and new and yes, hybrid is an option! 

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.

The sky's the limit!

Looking ahead, we don’t intend to rest on our laurels. We will continue to listen to and help manufacturers get the service they need to succeed and grow. We believe that a little personalization and knowledge can go a long way towards optimizing how we help our customers. Feel free to get in touch!

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