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Self-Service Growth

2018 Service Prediction #3: Self-Service Growth by 50% by 2020

15th January, 2018

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.

Prediction # 3: Designed by engineers, operated by you: Self-Service Growth by 50% by 2020

We are also going to start seeing a lot more augmented reality (AR) experiences used to put the customer in control of operating or servicing their own products. Just think of a Nespresso machine, or a Dyson vacuum cleaner. Both companies have invested significant sums in helping consumers—with the aid of their smartphone and a QR code—to access visually overlaid step-by-step instructions on usage and repair. The same kind of model could be applied to more complex systems within an industrial environment, including engines, boilers or even an entire manufacturing line, providing detailed and highly customized plans for users to work from—without any of the superfluous information usually found in manuals. Which raises another benefit – AR experiences do not require language translation.

This AR vision shares many of the same benefits as the IoT, digital twin and AI approaches listed above. It will help maximise the time of a limited pool of service engineers, but also create a better customer experience. Many consumers would rather perform their own routine fix than take half a day off work to wait for an engineer, for example. We can’t underestimate the Apple effect here: with AR being built into iOS handsets, it’s only a matter of time before the firm democratises and monetises such capabilities via an intuitive, user-friendly platform. As well as downloading apps and music, think of downloading an AR experience.

Author: Mark Brewer

Global Industry Director for Service Management at IFS

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