IoT Revolutionizes The Service Repair Industry
Gartner researchers liberally sprinkled internet of things (IoT) throughout the firm’s Top Ten Strategy Technology Trends for 2020, for good reason. IoT is central to the emergence of so-called edge computing, the technical term for anywhere sensors capture real-time information. This data could be from the connected cars we’re driving, inside wearables tracking the fitness of our bodies, or across the equipment companies use every day.
While Gartner shared a sweeping vision of IoT’s growing role in all industries, I saw how IoT can help companies manage an everyday occurrence like equipment breakdowns in this VIDEO interview at the SAP TechEd event. It shows how bringing IoT into service and repair can make all the difference in company productivity and customer satisfaction.
“Companies can use to IoT automate service processes, manage scheduling to make the best use of people and equipment, and speed up repairs to meet service-level agreements,” said Elvira Wallis, senior vice president and global head of IoT at SAP. “This can reduce downtime and increase customer satisfaction.”
Less time wasted, greater productivity boost
In her video demonstration, Wallis demonstrated how companies could continuously collect and share real-time information from equipment using SAP Leonardo IoT for Intelligent SAP Field Service Management and SAP Edge Services. With this data, organizations can anticipate vulnerabilities, sometimes providing service before parts break down, heading off costlier or even catastrophic failures. There’s less time wasted all around, as service providers with a 24/7 view of equipment data can more efficiently plan, schedule, and complete on-site service, keeping businesses up and running.
Mobile speeds up response times
Whether texts, phone calls or emails, typical service incidents share limited information beyond the customer’s important, but often superficial, description of the problem. Injecting IoT-based data into the conversation gives an entire network of field technicians greater detail about exactly what’s happening with a piece of equipment during a specific timeframe.
“SAP Leonardo IoT automatically triggers a service call based on certain rules on the IoT data, which the field service technician can view through the SAP Field Service Management mobile app,” said Wallis. “There’s no guessing because the technician can see what’s going on inside the equipment where there’s a problem and decide on the fastest way to resolve it. Maintenance and repair teams can make sure they have the right spare parts when they travel to the customer’s location. Both provider and customer can save money with faster problem-resolution time. That can include fewer road trips and repair hours.”
Not long ago, experts saw widespread IoT adoption roadblocked by too many challenges. That’s rapidly changing. Combined with machine learning, robotics, and other intelligent technologies, IoT is part of a trend wave revolutionizing customer expectations. For sure, uncertainty will continue to rock businesses. But sooner or later, all equipment breaks. With a real-time view into what’s going on with any machine, IoT offers companies precious embedded intelligence. After all, the faster you fix a problem, the happier the customer experience will be.
This article originally appeared on forbes.com To read the full article and see the images, click here.
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