The way products are serviced is reshaping their design at the R&D level, and providing new insights into product usage, according to field service management specialist,ServiceMax. Service mechanisms are increasingly seen as the common denominator of accurate product development and maintenance.
The Internet of Things (IoT) and intelligent field service automation is creating a connected service loop built into products, enabling manufacturers to track, pre-empt service requirements, understand usage and ultimately improve the way customers are using products.
"Before IoT, R&D teams relied mainly on interpretation and anecdotal input from field service engineers to get a full understanding of how products were faring out in the field," said Mark Homer is Vice President, Global Customer Transformation for field service management specialist, ServiceMax. "But faced with competition and diminishing returns, manufacturers are using IoT and connected field service to make products more specific to consumer requirements."
With IoT enabled field service automation, companies can collect data automatically from machines and devices to determine their condition, performance, potential for error or malfunction, foresee problems, identify troublesome parts, and equip field service techs with the right tools and materials. Companies can also gain new levels of insight into how their products are actually used post purchase and aggregate the data for better design, maintenance and user experience, redefining the relationship between businesses and customers. The result is minimum product downtime, maximum customer satisfaction and greater insight into how consumers are using products.