Business Goal
In this competitive markets, industrial OEMs, are challenged to provide high-quality field support services for geographically-dispersed end-customers.
Budget goals demanded that field support services be profitable for the equipment OEM, while maintaining a balance between quality of service and number of technicians. Repeat field visits impacted cost, device availability and response time.
To achieve high customer satisfaction while yet managing costs, Thinxtream, an end-to-end IoT solutions partner, developed an IoT solution for our customer that monitored and managed the health of a user's equipment, enabled remote field support services, remote updates, preventive maintenance, and in the case of a field support visit, a high first-time fix rate.
