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How to Drive Higher Customer Satisfaction KPIs in Service

Service professionals have a lot to worry about. First-time fix rates (FTFR), truck rolls, and speed of service are key because they all impact the most important metric: Customer Satisfaction. A customer with equipment that is up, available, and performing to specification is a satisfied customer.

Remote condition monitoring gives your customers’ equipment the ability to tell you what’s wrong—or what’s about to go wrong—so you can fix it before your customer experiences any inefficiencies or downtime. Remote condition monitoring through an Internet of Things (IoT) platform enables your business to increase customer satisfaction by improving:

  • FTFR
  • Mean time-to-repair (MTTR)
  • Predictive maintenence
  • Customer-centric service models

Customer Satisfaction as a Sellable Product

With remote condition monitoring through IoT, you can sell your customers on more than just products—you can sell them improved uptime for a more profitable and productive factory, at a lower cost of machine ownership.

Here are just a few of the ways that remote condition monitoring drives higher KPIs in customer satisfaction.

IDC predicts that 50% of manufacturers will leverage predictive field services to speed delivery and enhance customer value by 2024.

Source: IoT-Connected Service Drives Innovationand Customer Value, citing IDC FutureScape:Worldwide IoT 2019 Predictions

“Remote data, which can track performance, failure reasons, and potential fixes, provides service technicians with the answers to solve customer problems faster.”

– Evolution of Smart Service: Connected to the Future of Resolution, Aly Pinder Jr., Senior Research Analyst Service Management, Aberdeen Group