More profitable services, more productive customers
Why offer smart field services?
For many equipment makers, an important part of their business model involves aftermarket services. These services include work performed at the customer site after purchase and installation such as equipment repairs, part replacement, regular maintenance, and consultative services.
Unlike customer support that can be provided remotely, field services by definition require employees of the equipment provider to go to the customer site. As a result, equipment makers must manage teams of technical service providers to diagnose, fix and improve customer equipment.
Smart field services involves leveraging IoT data collected from equipment in the field to better schedule, plan and execute on field services. This can allow the maintenance, field service, customer service, and consultative services teams to provide more accurate, timely maintenance, part replacement, and performance management support.
Before offering smart field services, equipment providers must collect operating metrics and asset settings from deployed equipment. This data provides crucial indicators of performance. The equipment maker can use this data to improve efficiencies in how they provide aftermarket care, leading to direct financial benefits for the equipment maker. Improved preventive and predictive maintenance also helps customers improve operating efficiency and enhance uptime.
Smart field services elevate your customers' experience to a completely new level. By offering prompt services that meet their needs and help them maintain uptime, you become a critical partner for your customers' success. Greater customer loyalty improves customer retention and builds your reputation, fueling new product sales.
Specifically, smart field services create opportunities for equipment makers to both reduce costs and build higher-margin services.
Smart field services allow companies to reduce costs in 3 key ways:
Equipment makers who embrace smart field services can build higher-margin services in multiple ways:
Consider the alternative: if you do not embrace smart field services, you will likely lose aftermarket businesses to lower-cost competition, weakening your relationship with their customers. And without being able to allocate field service resources efficiently, your profit margins will erode over time.
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Smart field services in action
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