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There’s something to be said for how modern convenience has altered customer expectations globally. As the world rapidly moves towards digitisation, traditional values―such as price and product loyalty―are cast aside in favour of curated service experiences. In the field service industry, this has become an area of concern for continuous customer satisfaction and business growth. The break-fix model has been broken, and the industry is fast realising the most lucrative fix lies in IoT connected equipment.
The monetisation of products-as-a-service (PaaS) has opened up a new stream of potential incomes for field service providers. Connected equipment can now communicate required maintenance, sending back data so that predictive algorithms can provide optimum maintenance cycles to field agents using AI-augmented tools. This is creating very real customer satisfaction with less downtime, and more bespoke servicing.
Bill Moffett, Senior Product Marketing Manager of Manufacturing at Microsoft, explores how this paradigm shift is creating waves for both providers, and customers in field services. By bringing on IoT connected equipment and using Microsoft to integrate with existing systems, providers gain visibility across their customer base, increasing upsell prospects, and ensuring greater satisfaction with a first-time fix on maintenance call-outs. A field of opportunity awaits.
Microsoft’s Connected Field Service offerings enable manufacturers to gain visibility into performance by connecting and remotely monitoring devices. With the addition of machine learning, manufacturers minimize downtime by creating alerts and automated workflows that facilitate predictive maintenance.