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How can service and support teams leverage digital twin technology?

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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How digital twin technology helps you win in customer service

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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Why data silos are hurting your CX scores

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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Remote monitoring of IoT devices boosts profitability and customer satisfaction

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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Bruviti talks up predictive service in the desert

Bruviti exhibited at the recent Field Service Palm Springs show, where 800 customer-service professionals from a range of industry sectors attended the event’s presentations, panels and workshops. They were also able to cruise the exhibit floor, where this year over 70 companies demonstrated their field-service solutions. The 2019 show content organized into three tracks —…

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How to put your machine data to work

Businesses are amassing terabytes of IoT data from their appliances and machines. CSRs cannot find the data they need. What’s the connection? BY ANDY CHINMULGUND As consumer goods become increasingly commoditized and compete on features and pricing, many businesses are focusing their attention on delivering excellent customer service to build customer loyalty. For many businesses, this will…

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CES 2019: predictive service and customer-led design take center stage

Appliance OEMs are applying data science to increase customer lifetime value. This year, customer service emerges as a key differentiator Aside from the glitz, skits and tricks that are Las Vegas, the Bruviti team attending CES last week observed how important this show has become for appliance manufacturers. In addition to the broad range of…

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Field Service Connect : show me the ROI

Last month, we attended Field Service Connect in Austin, TX. This is an invitation-only exclusive event for senior executives that addresses some of the hottest topics around IoT, data analytics, and the future state of service. The conference delegates that we met were director- and VP-level decision makers who attended to monitor the state of…

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