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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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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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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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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