Connected field service
Manufacturing powers just about
every aspect of modern day living,
from the food we eat
to the way we travel,
to the way you're watching
this very video.
And any bump in the process
causes a ripple effect felt
by everyone involved
most importantly, the end user.
According to PA Consulting,
manufacturing companies that ignore
customer service
will lose market share,
while companies that succeed in
providing great customer service
are seeing a sharp rise of up to 35%
in their service margins.
The best manufacturers are keeping
customer service standards high
while keeping their costs low. How?
The Microsoft Cloud empowers
manufacturers to achieve more
by increasing efficiency,
improving customer satisfaction,
and maximizing revenue opportunities.
Meet Cedrick, VP of Field Service
for a high-performance
industrial equipment business.
Things have really taken off
this fiscal year,
but he spent a lot of time
worrying about
what would happen when, not if,
one of his customers'
machines went down.
So, Cedrick adopted
Microsoft Dynamics 365 for Field Service
to make his services more intelligent.
His machines are now equipped with
smart IoT monitoring devices,
allowing them not only to
detect issues in real time,
but to also predict maintenance
remotely with Microsoft Azure.
By correcting problems
before they actually occur,
Cedrick has been able to
lower his service costs
and increase his customers' uptime.
He now has the power
to automatically dispatch
the most qualified field technician,
based on their proximity to the customer,
skillset, and resources.
Once on-site, the tech gets
to work quickly.
And if the issue is more complex
than originally thought, it's not a problem
he can get the help of a remote expert
using mixed-reality HoloLens,
making it a lot easier
to fix things the first time.
After the repair, the tech
can use Microsoft Teams
to notify cross team collaborators,
including the sales team,
to determine next steps and opportunities
to upsell or cross-sell the customer.
The expensive break-fix model
is in Cedrick's rear view,
allowing him to stay laser-focused
on his customers' experience.
Sandvik Coromant has done the same thing.
They had a goal of taking
their customer service
to the next level
by developing a solution
that aggregated IoT data in the cloud
with powerful analytics
to develop smart machine models.
Those machines reduced the time needed
to make emergency shutdown decisions
from two seconds to 100 milliseconds,
provided instant feedback to customers
to improve efficiencies,
and delivered cost savings
of millions of dollars.
Deliver intelligent, connected field service
by moving from a costly break-fix model
to proactive, predictive service.
Connect your intelligent products
with empowered technicians
to help reduce customer downtime,
drive insights for new
products and services,
and turn your service cost centers
into profit centers.​
