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Redefining the Special Relationship

08 April 2016 | Updated 01 January 1970

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 and 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.
ServiceMax argues that 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. “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,” explained Mark Homer, Vice President, Global Customer Transformation, ServiceMax. “But faced with competition and diminishing returns, manufacturers are using IoT and connected field service to make products more specific to consumer requirements.”


Post service knowledge

Mr Home states that 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,” he concluded.
The international market of field service management software is estimated to be US$18 billion. ServiceMax claims to serve 20 million people globally who install, maintain, and repair machines across a wide range of industries as provider of complete end-to end mobile and cloud-based technology for the sector.

Picture: Servicing products will be given ever greater priority states ServiceMax


Article written by Robin Snow | Published 08 April 2016


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