FAQ: Digitalization in technical customer service
Digitalization is revolutionizing technical customer service. Machine and plant manufacturers benefit from more efficient processes, lower costs and more satisfied customers. Here are the most important points:
What is digital service?
Use of technologies such as IoT, AI, cloud systems and augmented reality to automate and optimize service processes.Advantages for manufacturers:
Greater efficiency through automation.
Reduced downtimes thanks to preventive maintenance.
Better customer loyalty through transparent and fast communication.
Key technologies:
IoT sensors, AI for predictive maintenance, mobile apps and cloud solutions.Challenges:
Skills shortage, internal skepticism and technical complexity. Solutions: Training, pilot projects and external experts.Success factors:
Clear strategy, change management, technology roadmap and continuous employee development.
Digitalization is not a trend, but a necessary development in order to remain competitive. Now is the right time to start the change!
Entry into the digital service
First steps towards digital service
The introduction of digital services requires a well-thought-out approach. Start with a detailed analysis of existing service processes and your customers’ expectations. According to a study, mechanical engineering companies with advanced digital maturity achieve an average of 6% sales growth and 9% profit increase [2].
Analysis phase | Important questions | Measures |
|---|---|---|
Customer needs | What do our customers expect? | Customer surveys, analysis of service data |
Process analysis | Where are there inefficiencies? | As-is analysis, process modeling |
Technology assessment | Which systems make sense? | Market analyses, pilot projects |
Economic efficiency | What ROI is realistic? | Cost-benefit analysis, budget planning |
Frequent problems during implementation
Challenges such as a shortage of skilled workers and a lack of time and resources often arise during digitization [3]. One example: a leading robot manufacturer was able to reduce the average repair time to 28 hours by integrating the service hotline, spare parts logistics and field service [2].
“The transition to digital service is an ongoing process. Celebrate successes and use setbacks as learning opportunities.”
Typical obstacles and possible solutions:
Internal skepticism: A survey of 160 companies shows that regular training significantly improves the acceptance of digital technologies [3]. Open communication and training are crucial.
Lack of resources: By implementing prioritized projects step by step, resources can be used efficiently.
Technical complexity: Cooperation with external experts reduces risks and ensures specialist knowledge.
These points illustrate the need for a clear strategy in order to successfully drive digitalization forward.
Success factors
Despite the challenges mentioned, there are proven approaches to improving digital service in the long term. One agricultural machinery manufacturer was able to achieve an EBIT margin of 18% in 2021 by developing an IT system that utilized real-time machine data as well as soil and weather data for more efficient farming [2]. Important success factors are:
Clear strategy: Define measurable goals and set milestones.
Change management: Actively involve all stakeholders.
Technology roadmap: Introduce prioritized solutions step by step.
Employee development: Invest in ongoing training and provide support.
Digital transformation is an ongoing process in which the focus should be on improving customer benefits and internal processes.
How teamtechnik optimizes aftersales service for its customers with TeamViewer
An example of AR: With over 1,100 employees at 7 locations worldwide, teamtechnik uses TeamViewer’s remote connectivity and augmented reality solutions to minimize system downtime and maximize customer satisfaction.
IoT and machine maintenance
The basics of IoT maintenance
Maintenance using IoT technologies is revolutionizing technical service. Sensors monitor machine data in real time, enabling predictive maintenance and significantly reducing unplanned downtime. According to a recent market study, the global market for predictive maintenance could grow from €5.7 billion in 2023 to around €49.34 billion by 2032 [5].
Maintenance type | Functionality | Advantages |
|---|---|---|
State-based | Monitoring machine data in real time | Reduction of downtimes |
Looking ahead | AI analysis of wear patterns | Better maintenance intervals |
Automated | Independent adjustment of maintenance cycles | Higher machine efficiency |
Precise data is crucial for the best possible use of these technologies.
Important data types
Precise sensor data forms the backbone of a successful IoT maintenance system. One example: WellCaddie was able to reduce field service visits by 70% and increase production by 10% to 40% through targeted data collection [4].
Central measured values for machine monitoring:
Vibration data: Helps to detect wear in rotating parts.
Temperature measurements: Monitoring of critical components.
Oil analyses: Detection of contamination and wear.
Ultrasonic measurements: Detection of leaks and friction.
- Speed, energy consumption, uptime: enable calculations of maintenance intervals
This data provides insights into the condition of the machines and helps to optimize maintenance strategies.
Implementation of IoT systems
Setting up an IoT-supported maintenance system requires a well-thought-out approach. An impressive example is Watsco: with their “Sentree” system, they networked over 2,000 air conditioning systems within 16 months and detected 500 potential failures at an early stage.
Important steps in implementation:
Start a pilot project: Start with a single system, gather experience and document maintenance activities.
Sensors and connectivity: Select suitable sensors and ensure secure data transmission.
Data analysis and integration: Use analysis tools and integrate them into your maintenance management system.
The continuous evaluation of the collected data leads to targeted maintenance planning and minimizes downtimes.
Customer portals on Salesforce with logicline
A customer portal on Salesforce is the ideal approach for Salesforce users. All data is already integrated and your sales and service team is directly involved. We bring our own templates for the Salesforce Customer Experience Cloud.
Digital customer access
The use of IoT technologies to optimize maintenance processes opens up new opportunities for direct and efficient customer service.
Important functions of modern customer portals
Customer portals make service easier and faster. According to studies, 90% of customers expect a digital service portal [7]. Here are the key functions:
Range | Functions | Advantages |
|---|---|---|
Documentation | Specifications, manuals, catalogs | Quick access to important information |
Service | Maintenance planning, repair appointments, fault reports | Efficient problem solving and planning |
order | Spare parts catalog, availability display, order history | Simplified and fast procurement |
Seamless integration into existing IT systems such as ERP ensures a smooth process. Self-service portals also offer a digital interface that makes direct customer contact much easier.
Why self-service portals make sense
Self-service portals can reduce service costs by up to 75 %. While a personal service call costs between €6 and €12, the cost of a self-service interaction is only around €0.25 [9].
“With a self-service portal, you actively involve your customers in processes and address their frequent desire to be able to solve problems themselves.” – logicline
A good example: Airbus Helicopters efficiently supports over 24,000 users via a self-service portal. Another important aspect is the simple and digital ordering of spare parts.
Digital spare parts ordering
B2B customers today expect an ordering process that is as intuitive as in the B2C sector. Important elements here are:
Intelligent product search: Enables quick identification of suitable products through machine-specific digital catalogs [10].
Flexible ordering options: These include CSV uploads, digital shelf views and practical online wizards [10].
Automation and integrationAutomated processes minimize errors in order processing.
One example: Caterpillar uses IoT technologies to optimize spare parts orders. The system automatically informs operators about necessary parts and provides suitable instructions [8].
Service trends and tips
Success stories
Success stories show how digital service solutions help companies to work more efficiently. One example is KAISER AG, a manufacturer of mobile walking excavators and sewer cleaning vehicles. By using remote diagnostics systems, the company was able to reduce travel costs by 15%[12]. All machines are equipped with CANlink®mobile so that service technicians can process maintenance cases in real time.
“For years, vehicles at our locations in Liechtenstein and Slovakia have been equipped with telematics solutions from Proemion as standard. With ‘CANlink® mobile’, we establish a connection to our customers’ vehicles from our customer service department. Our ‘KAISERteleservice’ product has established itself on the market and is an important part of our customer offering.” – KAISER AG [12]
Another example is GEA, a leading supplier to the food, beverage and pharmaceutical industries. GEA has introduced a cloud-based omnichannel solution in over 50 countries that enables service teams to work more efficiently and proactively[13].
These examples illustrate how digital technologies are changing technical service – and how they are shaping the future of the industry.
The future of technical service
The most important developments in technical service can be divided into three main areas:
Technology | Application | Customer benefit |
|---|---|---|
AI & Automation | Chatbots for standard requests, predictive maintenance | Faster responses, less downtime |
Omnichannel service | Combination of telephone, e-mail, chat and video | Consistent service experience on all channels |
Proactive service | Predictive maintenance | Less downtime, better maintenance planning |
The personalization of service offerings is also playing an increasingly important role. By analyzing customer data, companies can offer individually tailored recommendations and support[11].
New service technologies
Augmented reality (AR) is fundamentally changing remote maintenance. Technicians receive additional information directly in their field of vision, making their work more precise and efficient. Complex tasks are completed faster and with fewer errors.
With advances in areas such as AI, IoT and AR, service processes are being further improved and new business models developed.
One example of this is the IMER Group. By using remote analysis tools, the company was able to reduce downtime by 30% and travel costs by 20%[12][14]. Digital service offerings not only increase efficiency, but also customer satisfaction and reduce costs at the same time.
Next steps
Bringing digital service into focus
The introduction of digital service offerings requires a well thought-out approach. Successful companies focus on three central areas:
Phase | Focus | Measures |
|---|---|---|
Analysis | Recognize potential | Analyze customer needs, evaluate growth opportunities |
Organization | Change management | Introduce regular meetings, develop transformation plans |
Implementation | Expand skills | Testing new service models, defining IT systems, training employees |
The use of digital solutions ensures more efficient processes, reduces downtime and lowers travel costs. This strategic approach forms the foundation for your next steps.
With clear goals, you can now take a concrete approach to digitalization.
Start digitization
Implementation is achieved in four steps:
Analyze the current status
Review your existing service processes and identify areas that can be improved.Choose the right technologies
Decide on the right digital tools, such as:Software for field service management
Mobile service apps
Tools for managing the installed base
Analysis tools
Actively involve employees
Offer training and inform your team about the benefits of the new technologies.Introduce step by step
Start with pilot projects in certain departments or regions. You can then gradually roll out the solutions throughout the entire company.
An experienced partner for implementation is crucial. A professional service provider will help you to successfully integrate the systems and ensure that all components work together smoothly.
Rethinking service processes: greater efficiency with IoT, AI and self-service
Find out how logicline’s extensions for Salesforce – especially for manufacturers of plant and machinery – can revolutionize your service processes with IoT, AI and self-service solutions. Find out more now and fully exploit service potential!
