Remote Service is the Fast Track to Service Transformation

Written By: Bradley Rhoton
  • Industrial Internet of Things
  • 9/27/2016

When customers need timely service, OEMs have, for decades, used software, refined internal processes, and emerging technologies to shave off minutes, and even seconds of response time. To meet ever-increasing customer expectations, accelerating improvement beyond minutes and seconds is paramount to transform your service operation. Embracing Remote Service is the key to fast tracking service transformation.

Yesterday’s Service

To better understand the transformation ahead, it is helpful to consider where we’ve come from and where service is today. Historically, when service was required, OEMs quickly dispatched a technician. It was the only way to accurately assess the situation and be responsive to customer needs. Having technicians on site is a powerful tool; In addition to restoring product performance, they are able to interact with the customer and defuse volatile situations that would have otherwise lead to customer dissatisfaction. Technician expertise and experience can be used to quickly evaluate a scenario and find the appropriate solution – at a cost – upward of $2,000 per incident depending on the industry. This costly process demands technicians of the highest rank and experience level, a valuable resource that shouldn’t be deployed to simply upgrade software and restart the asset. Instead, technicians should be dispatched only when necessary while leveraging remote access and connectivity for most service incidents.

Today’s Service (Transformed)
Trends show customers are increasingly interested in product outcomes rather than the product itself. They are not interested in maintenance and don’t want to even hear about downtime. One poor experience can jeopardize a customer relationship and gaining back a customer’s trust can be difficult. OEMs can win big with customers by offering contracts with aggressive asset readiness targets. For these contracts to be profitable, an OEM must efficiently execute on maintenance requests and repairs to avoid costly downtime and SLA penalties. Leveraging remote monitoring can avoid downtime and remote service can help minimize it. Aligning your service organization to take advantage of connected assets, using both remote monitoring and remote service, can significantly improve your profitability. Companies like Diebold and Varian Medical have pioneered the implementation of industry-leading remote service programs. In fact, service-focused real-time monitoring has enabled their connected equipment to function as a sensor for their customers’ experience.

Tomorrow’s Service 
Where will this service journey take OEMs next? To the degree that remote service is changing the game and allowing manufacturers to transform their service operations, Predictive Service will redefine how service is planned and delivered. Using edge analytics to monitor asset operation for anomalies and machine-based learning to develop predictive failure models will guide operators, owners, and manufacturers to peak equipment performance. This will completely transform how you are able to serve your customers and exceed their expectations. Don’t get overwhelmed. Remote Service can be your first step in the journey. 

To learn more about Remote Service success stories, visit

  • Industrial Internet of Things
  • Service & Parts

About the Author

Bradley Rhoton

Bradley Rhoton is the Marketing Manager for the Servigistics Business Unit at PTC. He leads and organizes the Servigistics client affinity group organizations and facilitates best practice sharing and knowledge transfer between PTC, PTC clients and industry thought leaders. For 13 years he has worked closely with Servigistics clients to help capture their service program accomplishments and share their success stories.

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