Who will service the billions of Internet of Things devices?
The Internet of Things remains in its
relative infancy and there are still numerous hurdles to overcome in the wider
context
Posted by Ben
Rossi
on 3 March 2016 informaio-age.com
In less than five years, there will
be more than 26 billion different connected devices in our homes, cars and
businesses, according to Gartner. All are designed to make lives easier and
facilitate tasks – and that figure doesn’t even include personal computers,
tablets and smartphones.
As the Internet of Things (IoT)
converges with servitisation (also known as outcome-based services),
machine-to-machine learning, 3D printing and wide spread cloud adoption, one of
the biggest considerations is going to be around service.
Whether it’s a kettle in your home
or an MRI machine in a hospital, all of these billions and billions of
connected smart devices are going to need servicing.
This not only impacts the field
service industry – it will also completely redefine it over the longer term
along with people’s expectations around service delivery.
As devices and gadgets become
connected, service will move from reactive product insight to providing
predictive alerts, triggering service technicians with the right skills to be
deployed to the right place before a fault takes place with preventative maintenance,
or in the event that something occurs.
In this new world of service, if a
machine connected to an IoT platform experiences a problem, the platform will
analyse the data and determine if the machine needs servicing.
Field service management systems
would automatically assign the most qualified technician in the vicinity to the
machine via their mobile phone or tablet.
Once onsite, viewing all the
diagnostic and performance information downloaded from the cloud, the
technician can quickly restore the machine to full performance.
As more and more devices and
products have connectivity built into them at the product design level, IoT
will begin generating vast amounts of data about product performance and
service needs.
Imagine a piece of equipment sending
a message to the manufacturer saying it’s overheating and its bearings are
wearing thin.
This moves the service model from
reactive to proactive and predictive, and paves the way for companies to
deliver much more reliable outcomes to customers.
It also means companies will be able
to marry together specific behaviour patterns with service history to trigger
preventative maintenance and predictive repairs, and gain valuable feedback for
future R&D design considerations in the process.
Coupled with servitisation, IoT lets
many kinds of companies shift from selling products to selling services based
on those products.
The decision of a business or
manufacturer is not whether to adopt this model – that will become inevitable –
but how to transform (or in some cases establish) the services department,
empower field service technicians with the right skills and management
platform, and align with service outcomes (not simply products).
As this proactive service model
gains momentum, companies will naturally move to outcome-based service
offerings for the growing number of smart, connected devices they provide. This
in itself will have a ripple effect on business models with a sharpened focus
on service and outcomes.
The ability to connect previously
disparate devices through sensors and cloud-based communications also means
that for the first time ever, service professionals have a technology that can
actually rip up the rulebook.
It can elevate service to a point at
which it becomes a revenue stream not just by automatically identifying
potential problems for customers, but also creating opportunities for
upselling.
This will equate to a shift in
perception at boardroom level. It makes the service professional an integral
and more strategic cog in the wheel. Skilled technicians will soon be empowered
with live data feeds proactively meeting customer needs on the front line.
Imagine building a comprehensive
picture of a customer’s service requirements remotely, identifying potential
weak spots, and knowing instantly which components or parts need either
replacing or upgrading in the short term, ordering there and then, as well as
identifying sales upgrades or account opportunities for the longer term.
Ultimately, organisations will see a
new type of service technician emerging. The next generation of service techs
will be very adept at sensor and radio detection technology. As miniaturisation
of sensors embedded into devices becomes more integral, it will create much
more demand for analytical skills.
For example, rather than
trouble-shooting an isolated piece of equipment, techs could soon be
trouble-shooting entire buildings.
One of the most widely cited
benefits of IoT is the positive impact it will have on convenience and customer
experience. In the longer term, this will change the way customers identify
with brands, disrupt the way sales are made, and ultimately change how products
are supported and serviced – all of which require awareness and readiness from
vendors.
Complexities such as security, data
storage and infrastructure demands will be addressed over time – and when IoT
goes mainstream, it will have far reaching consequences for service and parts
manufacturers, and will catapult the field service industry to the forefront of
the business agenda.
Sourced from Mark Homer, VP of
global customer transformation,ServiceMax
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