In this business initiative your objective is to make your after-sales services connected and smarter, that means exploit the connection with your connected products to make the activities of your service team and third-party service partners more effective and efficient.
The digital functions of the DPS in this initiative are aimed at service users and are delivered through 'service views'. The container is a portal aimed at service users, which is often referred to as a 'digital control room'.
We can classify the use cases in this initiative according to the moment when the digital functions become useful within the after-sales service delivery process:
1️⃣ Point in time when digital functions are useful: after the occurrence of a failure or anomaly and after a customer call
Use Case: Remote diagnostics, support and repair
Objective: to facilitate and shorten diagnostic, support and repair activities
2️⃣ Point in time when digital functions are useful: during the occurrence of a failure or anomaly and before a customer call
Use Case: Installed base monitoring and alerting
Objective: to anticipate the customer call and to promptly plan and propose a corrective intervention.
3️⃣ Point in time when digital functions are useful: before the occurrence of a failure or major anomaly
Use Case: Smart maintenance
Objective: to accurately plan preventive maintenance interventions within a service contract by exploiting information on the use and condition of connected products
Remote Diagnostics, Support and Repair
Take advantage of the permanent connection to your products to perform in-depth remote diagnostics over a long time window. Associate detected conditions with possible causes and give guidance on troubleshooting so that your team and partners are much quicker to solve the problem.
Key capabilities within the DPS:
- Analyse raw data on a long time window and understand what happened before the event occurred
- Solve the issue remotely, if possible
Key configuration capabilities within the Console:
- Manage the set of rules that give explanations on the why an event occurred and a clear indication of possible solutions.
Installed Base Monitoring and Alerting
Monitor and control the entire installed base and be alerted when something relevant happens. Simply manage and fine-tune the rules for classifying and prioritizing events to avoid unnecessary overload and focus only where your attention is needed.
Key capabilities within the DPS:
- Have a synthetic and clear overview of the conditions of your entire installed based
- Automatically trigger tickets and work orders in your FSM system
Key configuration capabilities within the Console:
- Precisely classify all the possible events to receive a notification only when really matters
Smart Proactive Maintenance
Set smart proactive maintenance schedules based on product usage or detected conditions. Easily keep all rules up-to-date, so that you can reach the perfect balance between risks and costs.
Key capabilities within the DPS:
- Monitor product usage and condition and propose the necessary maintenance activities accordingly
- Keep track of executed activities and assess scheduling compliance
Key configuration capabilities within the Console:
- Manage and keep updated the set of rules that associate maintenance activities to usage and detected conditions