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2018 Service Predictions Reality

2018 Service Predictions: How to Get There in Reality

15th January, 2018

2018 Service Predictions: How to Get There in Reality

With an explosive growth in new technologies to gather and use data to optimise service delivery this will be at the heart of driving the service industry in 2018. IoT in combination with digital twins, AI-powered service organisations and equipping users to service their own assets are key trends impacting the service industry, predicts Mark Brewer, IFS Global Industry Director for Service Management.

There is clearly plenty of opportunity to drive a better customer experience, but for organizations to reap the benefits a few things need to happen. It is important not to think of vanguard technology as an end goal in itself. First up, make a value-based business case for any new approaches. That might mean wanting to increase first-time-fix-rates, offer new outcome based contract types or simply reducing costs by ensuring engineers are only dispatched when strictly necessary.

Once you have established the business case you might need to break down traditional organizational siloes between engineering, design and service. An AI-assistant or AR experience is only as good as the engineering data you are able to populate it with. It works two ways, though, as the feedback from product sensors will help R&D teams design and build better products going forward.

Ultimately, you need the people, processes, data and systems all optimised to capitalise on these emerging approaches and reap the full benefits.

Author: Mark Brewer

Global Industry Director for Service Management at IFS

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