IoT and connected service – The future is already here.

Accrete recently hosted an event in Singapore with both business and technology representatives from four continents to discuss the business potential of transformative technologies like IoT, machine learning, AI and AR/VR.

Why your service, support & spares organizations should care about digital transformation?

Accrete recently hosted an event in Singapore with both business and technology representatives from four continents to discuss the business potential of transformative technologies like IoT, machine learning, AI and AR/VR.

The potential of these technologies on service organizations and the impact on their ability to move from reactive to predictive services is difficult to overstate.

The outcome of the event was the foundation of a collaborative forum that enables service and support organizations to mobilize their digital transformation initiatives in a quick, practical and cost-effective manner, cutting through all the hype and buzzwords to deliver real results.

How do we define digital transformation?

We view digital transformation as the integrated use of technology and business functions across an organization to fundamentally shift customer-facing business models, offerings and operations to delivering increased value to customers.

The disruptive power of Digital Customer Service

The new customer-centric and data-driven business framework creates immense opportunities to rethink and improve your customer service delivery. Digital transformation promises a variety of ways to manage costs while delivering a first-class customer experience.

We still believe that successful customer service is rooted in human interaction. We see digitalization as a set of powerful tools to be able to focus more on what your customers really want – a fast, personalized and low-cost service offering with a partner who can do more than ‘keep the lights on’. Successful service offerings are proactive, predictive and focus on continuously improving the customer’s equipment and infrastructure.

Most service, support and spares organizations have a level of awareness of the powerful impact digital transformation and enabling technologies like IoT, machine learning and AI could have, but they often face significant obstacles and many questions that prevent real progress for them:

Identify potential business value?

• How do we identify the real potential and achievable business value of digital transformation for our company?
• Which use cases gives me the best opportunity to achieve early success from which we can build from?
• Predictive service – What if you could notify your customers about service/part replacement needs before they experience expensive equipment-down situations?
• Extending the reach of your most qualified field service engineers – imagine a digital solution that would allow integrating their experience and know-how to a larger group of younger FSEs.

Technology overload?

• How do we identify the right technologies for our business and break through the marketing noise surrounding digital enablement?
• How do we evaluate technology platforms and select the solutions that will give us the best long-term success?

Getting started?

• How do we get our various stakeholders aligned to support investment in digital transformation?
• How do we establish a common understanding of the possibilities, risks, technologies and strategic direction for our company?
• How do we mobilize a quick, low-risk initiative to evaluate the potential for digital transformation?

Our team at Accrete will be releasing a series of articles to help our clients address these questions over the next few weeks.