As you’re striving to exceed customers’ expectations and increase customer-centric metrics, such as retention rates and Net Promoter Scores (NPS), it is imperative to think about your service offerings, processes, and people in new ways. One proven approach to increase your customer satisfaction metrics is to build beneficial relationships by better understanding and anticipating customers’ needs.
Gaining this type of knowledge is made possible with the industrial Internet of Things (IIoT). IIoT-enabled service unlocks in-depth, actionable insights into usage so your team can improve interactions with customers and better their service experiences.
As a key enabling technology, IIoT can alleviate the challenges associated with providing fast, efficient customer support. Explore how service leaders have incorporated strategies that directly address the major influencing factors of NPS—and see how IIoT can be your ultimate tool for driving improvements to customer satisfaction.
To achieve this and ensure a consistent brand experience, beverage companies purchase dispensing equipment, such as taps and coolers, from manufacturers and supply them to bars, breweries, and restaurants. But between the time a drink is ordered and served, many unseen factors can negatively affect consumer satisfaction. Without seeing vital information at the point of sale, companies struggle to control the product quality and ensure equipment uptime. Equipment issues can cause taps and revenue to run dry.
As an essential instrument to furthering modern scientific discoveries, performance expectations are high, especially considering their price range of $500,000 to $1.5 million. Given their cost, core-imaging facilities share the expenses by populating a single-facility with microscopes and renting out equipment access for use by other departments and labs. In the event that unplanned downtime occurs, research projects can be delayed, in-progress tests can be rendered null and void, and the facility cannot collect its fees until the equipment is repaired. Failing at first-time fixes is the fastest way to deteriorate customers’ trust and compromise contract renewals.
The company had experienced tremendous growth, thanks to the strength of its comprehensive automation solutions for the financial, industrial, and public sectors. Bell and Howell also offered robust service capabilities, providing around-the-clock customer service and tech support for over 30,000 assets manufactured by more than 30 OEMs. Yet, business leaders knew that in order to unlock the next level of growth, they needed to deliver even more customer value. To accomplish this, the company needed to overcome significant service inefficiencies.
Customer satisfaction is a critical priority for industrial companies in pursuit of growth and differentiation in the face of ever-changing markets and increased competition. Even modest improvements to service efficiency can have a massive impact, making the difference between NPS or low levels of retention. Under immense pressure, service organizations must be prepared to meet the demand for smarter offerings that deliver exactly what customers want—service that anticipates their needs, supports their ongoing objectives, and eliminates obstacles to success.
With no guarantee that their existing systems and technologies can contribute to greater performance and quality improvements, many service organizations reach a critical juncture—maintain the status-quo or transform. IIoT-enabled service provides the capabilities to meet and exceed these expectations by cutting customer downtime, accelerating service repair times, and improving technicians’ ability to fix issues correctly the first time.
