ICYMI Aberdeen's Aly Pinder recently posted a blog with the title "4 Reasons Remote Intelligence is Vital to Field Service."
Approximately one quarter of top performers (24 percent) in Aberdeen's State of Service Management research prioritize remote service and smart services to support the service organization. They are betting that field service, mobile technology, and remote intelligence will drive service differentiation, the customer experience, and profitability. So what is tipping them off?
Data at Your Fingertips – Real-time data provides a clear and timely view of the customer’s site, the service relationship, techs, and assets, which enables better decision making.
Proactive Service – Customers expect you to do more than fix what is broken. Remote intelligence enables information to trigger action, thereby avoiding product and asset failures in the first place.
Rising Demand and Shrinking Resources – Everyone is feeling pressure to do more with less, and the intelligence gathered from assets can be used to accomplish that goal. Data can support proactive service, improve products based on usage trends, and enhance security measures by exposing vulnerabilities.
Increased Revenue Opportunity – Assets provide insight into customer behaviors, condition/performance of the asset, and potential failure trends, thereby revealing opportunities for new services or product enhancements.