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                IoT for smart field services
            

                Improve the quality, efficiency and profit margins of service visits
            



                More profitable services, more productive customers
            

Looking to increase margins and control costs for service visits? Smart field
services help equipment makers deploy technicians and repair specialists more
productively. With data from IoT devices and connected equipment, you can tell
when customer equipment needs servicing, and exactly what intervention is
needed. Use these powers to send technicians to field sites only when they're
needed—and complete the job on the first visit. Targeted services that help your
customers maintain greater uptime also increase your value as a strategic
provider of aftermarket parts and services. Climb the IoT maturity curve with
smart field services.

                Increase technician capacity 
            

With insights from IoT connected equipment, you can perform remote diagnostics
to understand the condition of customer equipment. Schedule technician visits
based on real need and optimize routes to reduce unproductive visits and
increase first call repair rate.

                Optimize component management
            

With insight into the real-time status of equipment in the field, you can better
manage spare parts and components. Become a trusted supplier of spares for your
customers—and capture more aftermarket revenue—by aligning inventory of critical
spares with expected replacement needs.


                Enhance quality and reliability
            

Empower field service teams to service equipment with direct knowledge on any
potential issues, including actual conditions and predicted remaining service
life, before they arrive. IoT delivers insights to plan services and eliminate
corrective needs.

Learn more about climbing the IoT maturity curve

                Why offer smart field services?
            

THE NUMBERS TELL THE STORY:

                $110 billion
            

in revenue growth could be captured globally through tech enablement of
industrial services1

THE NUMBERS TELL THE STORY:

                40%
            

achievable reduction in field-service costs through reduced in-person visits2

THE NUMBERS TELL THE STORY:

                40%
            

less time to repair through proactive services3

                “In the past our company was regarded primarily as a component supplier, but now we are a solution provider meeting our customers' needs in ways they never expected before.”
            

- OLIVER PRANG, EXPERT DIGITAL BUSINESS DEVELOPMENT, SMC GERMANY





TAKE A CLOSER LOOK AT SMART FIELD SERVICES



What are smart field services?


For many equipment makers, an important part of their business model involves
aftermarket services. These services include work performed at the customer site
after purchase and installation such as equipment repairs, part replacement,
regular maintenance, and consultative services.

Unlike customer support that can be provided remotely, field services by
definition require employees of the equipment provider to go to the customer
site. As a result, equipment makers must manage teams of technical service
providers to diagnose, fix and improve customer equipment.

Smart field services involves leveraging IoT data collected from equipment in
the field to better schedule, plan and execute on field services. This can allow
the maintenance, field service, customer service, and consultative services
teams to provide more accurate, timely maintenance, part replacement, and
performance management support.

Before offering smart field services, equipment providers must collect operating
metrics and asset settings from deployed equipment. This data provides crucial
indicators of performance. The equipment maker can use this data to improve
efficiencies in how they provide aftermarket care, leading to direct financial
benefits for the equipment maker. Improved preventive and predictive maintenance
also helps customers improve operating efficiency and enhance uptime.

Why should you invest in smart field services?


Smart field services elevate your customers' experience to a completely new
level. By offering prompt services that meet their needs and help them maintain
uptime, you become a critical partner for your customers' success. Greater
customer loyalty improves customer retention and builds your reputation, fueling
new product sales.

Specifically, smart field services create opportunities for equipment makers to
both reduce costs and build higher-margin services.

Smart field services allow companies to reduce costs in 3 key ways:

 1. Improve installation and ramp-up processes to reduce the time to install and
    commission equipment at the customer site.
    
 2. Deliver firmware & software updates to ensure that all machines run on the
    latest version for consistent, secure performance.
    
 3. Improve field service offerings, improve first time fix rate, and provide
    guidance to the customer without going onsite. Condition monitoring enables
    data-driven understanding of equipment performance and conditions, so the
    equipment maker can use high-value technical service teams more efficiently:
    reducing the number of service visits needed and making each visit more
    productive.
    

Equipment makers who embrace smart field services can build higher-margin
services in multiple ways:

 1. Condition-based (predictive) maintenance services: Field service or
    maintenance programs are based on the actual condition of the equipment, not
    on a fixed schedule or machine failure. With insights into equipment
    performance and required maintenance before your technicians arrive on-site,
    you can complete more repairs, more quickly, on the first visit.
 2. Optimized spare part management: With real-time insights into the parts your
    customers need, you can keep the right amount of inventory in stock.
    Equipment users benefit from your inventory management with faster fixes
    that lead to lower downtimes, while you reduce unnecessary inventory
    overhead. As a trusted supplier of parts and maintenance services, you can
    significantly improve aftermarket revenue.

Consider the alternative: if you do not embrace smart field services, you will
likely lose aftermarket businesses to lower-cost competition, weakening your
relationship with their customers. And without being able to allocate field
service resources efficiently, your profit margins will erode over time. 

                    See how to connect equipment faster
                

Finding the right IoT partner is the most efficient way to become a smart
equipment maker. You'll need IoT analytics to see how to prevent problems with
your products and reduce maintenance costs. You may also need a network of
experts to guide you. Learn more about the easy-to-rebrand Cumulocity IoT
platform.
Meet the platform

                    Smart, connected products
                

Deliver new features faster with connected products. With the ability to
remotely monitor, manage and analyze product data, you’ll know how and when
customers use your products. You’ll see how to sell more services, create new
product bundles, design contracts based on use and offer higher-value services
with stronger SLAs. Offer OEE as a value-added service to your customers.
LEARN MORE

                    Deploy predictive maintenance services
                

Learn how IoT data, continuously analyzed by streaming and predictive analytics,
enables predictive maintenance services that help customers maximize uptime,
predict maintenance needs and reduce maintenance costs.

LEARN MORE

                    Advance your sustainability goals
                

IoT solutions can help your organization operate more efficiently, unlocking
opportunities for green solutions in enterprises, cities and communities.
Advance your conservation efforts with new ways to reduce energy consumption,
enhance efficiency, monitor quality in real time and keep your systems running
at peak performance.

Learn more


                Smart field services in action
            

SMART FIELD SERVICES

                Adding intelligence to transport
            

QTRS deploys predictive maintenance to help avoid breakdown of a fleet of mobile
refrigeration units, increasing sales and preventing spoiled cargo.

READ STORY

SMART FIELD SERVICES

                Keeping machines humming
            

PRAB, a leader purveyor of automated recycling equipment, uses Cumulocity IoT to
analyze data from connected products to keep its machines running reliably.
READ STORY

SMART FIELD SERVICES

                Introducing "smart field analytics"
            

With edge hardware devices, SMC uses Cumulocity IoT analytics to generate
scalable predictive maintenance, leakage detection and energy efficiency
monitoring.
READ STORY


                Recommended resources
            

                Comparing IIoT platforms?
            

Forrester analyzed and scored the “eight most significant” IIoT platform
providers and named Software AG a “leader.” In fact, only Software AG received
the highest score in the current offering category. 

READ FORRESTER REPORT

                Forrester Consulting TEI study: smart connected products
            

Firms that use Cumulocity IoT to connect and monitor equipment and deliver new
services increased incremental revenue 125% over 3 years and win rate up to 50%.
Learn more in this study commissioned by Software AG.

READ FORRESTER REPORT

                Free Cumulocity IoT ROI consultation
            

According to Forrester Consulting’s Total Economic Impact™ study of Software
AG’s Cumulocity IoT platform, companies can expect 339% ROI in three years, with
payback in less than one year. If you’re considering whether to build, buy or
replace an IoT platform, let’s calculate your personalized ROI for Cumulocity
IoT based on the same methodology.

READ GARTNER REPORT

                Forrester Consulting TEI study: Smart operations
            

Firms that use Cumulocity IoT to streamline operations reduced unplanned
maintenance visits by 35% and extended equipment life by 200%. Learn how
predictive maintenance and monitoring unlocks the potential for smart field
services. Get the details in this study commissioned by Software AG.
READ FORRESTER REPORT
1McKinsey: Tech-enabled transformation, The trillion-dollar opportunity for
industrials. , 2McKinsey: Coronavirus: Industrial IoT in challenging times


                    See how easy IoT can be
                

See for yourself what you can do faster with Cumulocity IoT
TRY FOR FREE


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