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Three IIoT Use Cases That Improve Your NPS

Boost Customer Satisfaction with the IoT

Today’s industrial service teams are experiencing a dramatic shift in how their businesses interact with customers. Not too long ago, servicers could gain their customers’ loyalty by simply reacting to equipment issues as they occurred. But due to the rapid pace of technological innovation, customer expectations for support have evolved, resulting in more stringent service level agreements. At the same time, industrial service technicians encounter more complex and highly varied equipment, which put metrics like firsttime- fix-rates(FTFR) and mean-time-to-repair (MTTR) in jeopardy.

As you’re striving to exceed customers’ expectations and increase customer-centric metrics, such as retention rates and Net Promoter Scores (NPS), it is imperative to think about your service offerings, processes, and people in new ways. One proven approach to increase your customer satisfaction metrics is to build beneficial relationships by better understanding and anticipating customers’ needs.

Gaining this type of knowledge is made possible with the industrial Internet of Things (IIoT). IIoT-enabled service unlocks in-depth, actionable insights into usage so your team can improve interactions with customers and better their service experiences.

As a key enabling technology, IIoT can alleviate the challenges associated with providing fast, efficient customer support. Explore how service leaders have incorporated strategies that directly address the major influencing factors of NPS—and see how IIoT can be your ultimate tool for driving improvements to customer satisfaction.