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.

Use case 2: Streamlining information

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.

Use case 3: Improving first-time repair rates

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.

Use case 4: Always up to date

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.

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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