In the past few years, thousands of manufacturers embraced digitalization to drive efficiency and better compete in the global marketplace. This shift led to dramatic changes in how products are designed, planned, and manufactured. In the service side of the house, digitalization has presented service organizations with similar opportunities to boost operational performance, reduce costs,…

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To maintain business continuity in the face of the current crisis, service centers must inevitably reconfigure their operations. As they adapt to ‘work from home’ and ‘social distancing’ mandates, now is the time for service centers to implement remote repair capabilities in order to enhance safety and resilience. By Andy Chinmulgund How service organizations interact…

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Shoppers increasingly prefer digital channels to research, compare, and order a product. Post sales, customer service has also gone digital; customers are using the web, email and chat to resolve issues. That means your customers’ first encounter with a real human is likely your field-service technicians — will they live up to your customers’ expectations? By…

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Equipping your chatbot for the front lines of customer service is no easy task, and the work starts with defining its vocabulary and technical knowledge. The good news is that OEMs already possess much of the information needed to ready a chatbot for customer service—but assembling it requires data orchestration and analytics capabilities. By Andy…

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Delivering superior customer experience (CX) is the mantra for field-service operations. As companies compete for market share and customer loyalty, technology will play an increasingly important role in the decade ahead. What might we expect in 2020 and beyond? By Andy Chinmulgund There are indicators that the service management industry could reach $5.9 billion by…

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Was your last interaction with a technical support phone agent positive? I recently spent more than two hours on the phone with an agent who was struggling to locate the right information and techniques needed to diagnose the fault with my oven. The outcome: the problem was not resolved and I’m planning to get back…

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As manufacturers strive to achieve better customer experience throughout the product lifecycle, digital twin technology provides the critical insights that post-sales teams need to enhance their capabilities while reducing costs. By Andy Chinmulgund Last month, we discussed how digital twin technology can help manufacturers improve their customer service capabilities. In this post, we’ll look at…

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By combining operational data with maintenance history, customer information, and a digital representation of a machine, manufacturers from consumer appliances to industrial equipment can implement predictive service, fast diagnostics, and minimal downtime. By Andy Chinmulgund Once the domain science fiction, the concept of digital twins has accelerated into reality in recent years thanks to the…

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By integrating disparate databases and knowledge bases, service and support teams can become more efficient and enhance their customers’ experience By Andy Chinmulgund As customer experience (CX) becomes the new competitive advantage, it’s increasingly important that contact center and field service teams are equipped to collaborate so they can quickly resolve customer issues. However, when…

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The implementation of remote monitoring and predictive (and therefore proactive) support can boost both customer satisfaction and bottom-line profitability. For service groups, embedded diagnostics can remotely monitor the health of installed equipment, analyze equipment performance data, understand and predict equipment failure, and trigger preventive spare parts and on-site repair events. But to unlock these benefits,…

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