This initiative consists in supporting and empowering your service workforce, both internal and external, with information and digital capabilities enabled by the data from connected products.
Your goal is to improve the efficiency and effectiveness of your and your partners’ activities, evolve towards a proactive service and generate new revenue from value-added service contracts.
The tool for your connected & smart after-sales: your Digital Control Room
In this initiative, the digital capabilities of DPS are aimed at the service workforce.
As with customers, who access resources through a single customer portal, the best experience for the service workforce is to have a single point of access to all the tools you provide. This tool is frequently called “Digital Control Room”.
Do you already have a Digital Control Room?
If you already have a Digital Control Room, you will embed your DPS system within it.
If not, your DPS system will do the job by itself.
We can classify the elements in this initiative according to the moment when the digital capabilities become useful within the after-sales service delivery process:
1️⃣ Point in time: after the occurrence of a failure or anomaly and after a customer call
Element: Remote Diagnostics, Support and Repair
Objective: to facilitate and shorten diagnostic, support and repair activities
2️⃣ Point in time: during the occurrence of a failure or anomaly and before a customer call
Element: Installed Base Monitoring and Alerting
Objective: to anticipate the customer call and to promptly plan and propose a corrective intervention.
3️⃣ Point in time: before the occurrence of a failure or major anomaly
Use Case: Smart Proactive 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
Through this element your service workforce takes advantage of the permanent connection to your products to perform in-depth remote diagnostics over a long time window. Moreover, you can 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 system:
Analyse raw data on a long time window and understand what happened before the event occurred
Solve the issue remotely, if possible
Key configuration activities:
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
Through this element your service workforce can monitor and control the entire installed base and be alerted when something relevant happens. You can manage and fine-tune the rules for classifying and prioritizing events to avoid unnecessary overload and let them focus only where attention is needed.
Key capabilities within the DPS system:
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 activities:
Precisely classify all the possible events to receive a notification only when really matters
Smart Proactive Maintenance
Through this element you set smart proactive maintenance schedules based on product usage or detected conditions. You can easily keep all rules up-to-date, so that you can reach the perfect balance between service costs and accepted risks.
Key capabilities within the DPS system:
Monitor product usage and condition and propose the necessary maintenance activities accordingly
Keep track of executed activities and assess scheduling compliance
Key configuration activities:
Manage and keep updated the set of rules that associate maintenance activities to usage and detected conditions