Abstract

Today’s industrial service teams are experiencing a dramatic shift in how their businesses interact with customers.

Not too long ago, servicers could gain their customers’ loyalty by simply reacting to equipment issues as they occurred. But due to the rapid pace of technological innovation, customer expectations for support have evolved, resulting in more stringent service level agreements.

At the same time, industrial service technicians encounter more complex and highly varied equipment, which put metrics like first time-fix-rates (FTFR) and mean-time-to-repair (MTTR) in jeopardy.

As you’re striving to exceed customers’ expectations and increase customer-centric metrics, such as retention rates and Net Promoter Scores (NPS), it is imperative to think about your service offerings, processes, and people in new ways. One proven approach to increase your customer satisfaction metrics is to build beneficial relationships by better understanding and anticipating customers’ needs.

Gaining this type of knowledge is made possible with the industrial Internet of Things (IIoT). IIoT-enabled service unlocks in-depth, actionable insights into usage so your team can improve interactions with customers and better their service experiences.

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