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Connected Products - Digitalize your customer service

Servitization

Background
The Power of Servitization

In today's digitalized landscape, customer service isn't just about fixing problems; it's about anticipating them before they arise. In a traditional model, companies sell a product and maybe offer some basic customer support. But with servitization, the focus shifts to delivering ongoing services that enhance the customer experience.

Servitization is digitized customer service, which enables the connection of a technical product to the cloud. This allows suppliers and their customers to access vital data on customer product usage, enabling remote issue resolution before they become critical for the customer.

Summary
Challenges

If you don't have a servitization solution in your organization, you could experience some significant challenges.

  • Competitive Disadvantage: Without servitization, your competitors may gain a competitive edge by offering enhanced customer service experiences. Customers will flock to them, leaving you outcompeted in the market.
  • Missed Machine Breakdowns: Servitization enables real-time monitoring of machines, helping detect issues before they escalate into costly breakdowns. Without it, customers will risk unexpected downtime and production disruptions, which can lead to customer dissatisfaction.
  • Suboptimal Production: Lack of insights into machine performance means you may not run your production line to its fullest potential, missing out on valuable productivity gains.
  • Reduced Machine Lifespan: Operating machines incorrectly due to a lack of data-driven insights can lead to premature wear and tear, shortening their lifespan and increasing maintenance costs.

 

 

Approach

Tricloud Nexus seamlessly connects the product, being a wind-turbine, production machine, assembly line etc. to the cloud, letting the supplier obtain access to its data. 

  • The platform enables real-time insights on product operations.
  • It provides dashboards to visualize data details.
  • Through an online communication portal, suppliers will be able to have a dialog with the customer, providing counselling and customer support.
  • With the Production Co-Pilot your customers, will be able to predict maintenance and production operations for optimized production performance.

Addressing privacy and owner rights concerns - Tricloud Nexus ensures state-of-the-art standard security with encrypted data transmission and individualized data access, safeguarding customer privacy and data integrity.

 

 

Benefits

Tricloud Nexus unlocks new opportunities for growth, efficiency, and customer satisfaction for your company, such as: 

  • Enhanced customer service: With insights into machine health, companies can proactively address issues, offer remote troubleshooting, and optimize service maintenance schedules, leading to increased stability, lower service costs, and increased customer satisfaction.
  • Optimized and improved productivity: Servitization empowers end-customers to maximize the efficiency of their machines, leading to higher productivity, better product quality, and in the end increased competitiveness, and profitability.
  • Customer loyalty: By delivering exceptional customer service experiences, companies can foster loyalty and build long-term relationships with their customers.
  • Product development insights: Servitization provides valuable knowledge about how your products are used in the real world, enabling product improvements based on actual usage data.
Servitization - Elements