IoT presents a huge opportunity to address frustrations around context and communication of customer service requests, and significantly advance the level of customer service.Rather than the customer having to report problems, IoT-enabled devices will automatically contact the technician directly with specific details of the issue. The technician can then arrive with knowledge and parts to immediately solve the problem.
2. REDUCED INSPECTIONS
Devices capable of self-diagnosing issues and reporting on performance, not only reduce the need for customers to contact technicians, they also cut down on the amount of inspections required to solve an issue.
Instead of performing on-site inspections to diagnose maintenance issues, technicians can now solve the problem using the details sent by the device. The devices can also notify technicians on which equipment or parts they’ll need to bring with them.
And considering that currently 75% of inspections require a return visit, this information will go long way to maximising the efficiency of technicians – especially in the 40% of cases where a return visit is down to not having the right parts or tools.
Reasons for return visits*:
- Didn’t have the part/tool required – 40%
- Unable to complete transaction on site – 35%
- Lack of customer information on-site – 35%
- Ran out of time – 29*
- Didn’t have the expertise to solve the issue – 15%
- Other – 2%
3. INVENTORY MANAGEMENT
IoT-enable devices that require servicing or new parts, now automatically flag these issues to technicians for attention. Alongside this, technicians can also connect directly to the warehouse for instant, real-time inventory data to check whether the parts needed are in stock.
These new capabilities enable organizations to achieve untold improvements in their mobile field usage, such as:
- 65% improved customer service*
- 42% increased competition and services*
- 33% faster response to unexpected events*
4. REDEFINE ‘SERVICE’
Rather than simply fixing devices that already have maintenance issues, IoT is enabling service-providers to see and solve customer problems before they even occur.
This is thanks to real-time performance data that can signal when parts are on the verge of needing replacement or interpret the signs of potential maintenance issues. Agile service-providers that anticipate problems and resolve them swiftly, are sure to wow customers by minimising the disruption of broken devices.
Through mobility, cloud technology and big data, field service is being transformed into a proactive industry that offers predictive support that’s always one-step ahead of a problem.
Learn how HSO can help integrate your ideal, end-to-end connected field service solution. With the power of the IoT and Microsoft Dynamics 365, we can help equip your field service team, delight your customers and drive ROI.
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