We recently held a webinar with Technology Services Industry Association (TSIA) about how companies can overcome obstacles to implementing proactive service models. It was so well received that I wanted to recap it here for those who may have missed it.
According to TSIA, these are the three most common challenges to implementing proactive service followed by the opportunities they present:
1). Low Adoption of Advanced Proactive Capabilities
- Only 18 percent of field service incidents today leverage proactive diagnostics or self-healing repairs.
- Huge opportunity for cost cutting and revenue generation by adopting ‘best of breed’ tools.
2). ROI for Proactive Support
- Incidents resolved using remote diagnostics cost dramatically less than rolling a truck for onsite repairs.
- Proactive monitoring can be included in premiere support contracts to increase revenue and minimize customer downtime.
3). Technology Adoption and Planned Spending
- High planned spending for IoT and proactive support technology
- 36 percent of members are still using home-grown tools today
Our goal as a company is to help our customers improve their service delivery and customer experience. We also see that customers have a variety of equipment that they service, from some of the newest assets already equipped with IoT, to 20-year-old equipment with no sensors. These companies need to employ different strategies from break-fix for older equipment, to predictive maintenance for its IoT connected equipment.
Predix ServiceMax is IoT platform agnostic and can work with any solution to help you deliver proactive service results.