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We put in place a digital backbone for remote monitoring of our equipment that collects, analyzes, and models machine log data, automatically creates service calls based on algorithms, visualizes key information, and then sends prescriptive actions to field technicians in real-time. We are leveraging the elasticity of the cloud as it allows us to start small and scale up or down as needed both in terms of technology and price. At this point, we are close to repairing 98% of our service calls remotely on some product lines.
Secondly, we went live with cloud-based field service management software that has produced tremendous results in not only supporting our technicians in the field but also in serving our customers with improved response times. As part of this deployment, we also launched a customer web portal where customers can place and manage all aspects of service calls including analytics and reports. Thirdly, we rolled out power metrics that are visualized using Tableau in real-time; everyone in the company can have access to KPIs that matter to them.
The significant part of the success story is data analytics; how we determine what needs to be monitored and measured using analytics, compute, and algorithms. Data is the foundation of remote service, predictive service, and all things digital.
For a limited time, qualified attendees can receive a free pass to attend. Submit your application now.
