Economic Disruption for Equipment Manufacturers: Lessons Learned and What Lies Ahead

Posted by Rene Grossrieder on 6/7/16 8:40 AM

Since its inception, the internet has had a monumental impact on the world we live in, from gross domestic product (GDP), gross global value creation and destruction, profit performance, social networks, commerce and cyber security, emergency management, and advertising, just to name a few. 

As a result, equipment manufacturers are facing many new challenges as connected devices are changing the world and old business models are shattering. But, they can possibly learn from other past miscalculations, particularly brick and mortar retailers that have a physical asset to sell while dealing with the commercialization of products and increasing focus on services and the customer experience.

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Topics: sales, remote services, equipment manufacturers, e-commerce

Collecting the Low-Hanging Fruit in IoT

Posted by Vele Galovski and Harald Kopp on 7/9/15 6:30 AM

In the age of IoT, companies are manufacturing smart, connected products, driving service efficiency, and optimizing customer processes that drive improvements for both themselves and their customers. However, before you can begin focusing on customer outcomes and understanding the systems your solution is in by leveraging analytics, you need to create the right B4B offer types that follow the Remote Services Continuum and connect with your sales initiatives to create profitable growth.

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Topics: pacesetter, field services, industrial equipment, internet of things (IoT), remote services, Intro to IoT, smart services

Surviving the IoT Revolution: A Tale of Two Companies

Posted by Vele Galovski and Harald Kopp on 6/23/15 6:30 AM

In A Tale of Two Cities, Charles Dickens wrote about life in London and Paris during the French Revolution. The story included this iconic opening line:

"It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness, it was the epoch of belief, it was the epoch of incredulity, ..." A Tale of Two Cities, Charles Dickens

The same could be said today for industrial equipment companies trying to survive the “Internet of Things” revolution. While it is a time of opportunity for the industry, many companies will not make the transition to the new business models.

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Topics: outcome-based services, big data, data analytics, consumption analytics, industrial equipment, internet of things (IoT), remote services, Intro to IoT, smart services

Driving Service Efficiency in the Age of IoT

Posted by Vele Galovski and Harald Kopp on 5/14/15 6:30 AM

In our last post, Smart Products Need Smart Services: How IoT Affects Industrial Equipment, we introduced the TSIA Remote Services Continuum, which provides a framework for companies that have implemented or are considering incorporating smart, connected products as part of their product portfolio. Today’s post will go into more detail on the first and, by far, most common step along the continuum: Service Efficiency.

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Topics: mobility, support services, field services, industrial equipment, internet of things (IoT), remote services, service efficiency, Intro to IoT, smart services

Make Both Your Customer and Your CFO Happy With Remote Monitoring

Posted by Vele Galovski and Ken O'Reilly on 3/4/14 9:30 AM

12 Days of Insights 2014: Day 1

To celebrate the holiday season, we’re giving the gift of knowledge! Join us as we share our favorite posts from top technology services thought leaders in our 12 Days of Insights blog series.

In 2013, TSIA members reported through the Field and Support Service Benchmark Surveys that they achieved great success through the utilization of remote monitoring and proactive support tools. The most notable improvements reported by TSIA members included significant cost reductions, reductions in the time to resolve an incident, and improvements in customer satisfaction. In a just-released member report, “Remote Monitoring and Proactive Support,” we took a closer look at how successful companies are optimizing their service delivery channels in all phases of the remote monitoring continuum.

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Topics: support services, customer satisfaction, proactive support, field services, 12 Days of Insights, remote services, optimization

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