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ServiceMax automates field service with the Internet of Things

Thor Olavsrud | Jan. 18, 2016
The field service management specialist is integrating IoT machine data with its delivery mechanism to help technicians reduce unplanned downtime and improve customer satisfaction.

The sensor solution

By connecting field service management to sensors in the devices, Yarnold says service providers can completely rewrite that script. When the call comes in from the customer, he says, the service provider can immediately determine which of their technicians is the best fit for the job, with the right skills and potentially the right parts in their truck. That technician has access to information about the relationship with that customer and the service history, allowing them to address issues more efficiently.

"We wanted to leverage the power of IoT to strengthen our platform for delivering flawless field service to our customers," Yarnold says. "Connected Field Service lets you know immediately when something has failed or is about to fail and automatically dispatches the necessary technician with the right knowledge and the right parts to repair the machine and eliminate unplanned downtime. The real-time window gives our customers the opportunity to drive higher customer satisfaction, opens up new opportunities for outcome-based service offerings and ultimately drives profitable service."


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