How To Monitor Machines & Provide Better Service
If you’re an original equipment manufacturer (OEM), it’s easy to see why monitoring customer machines offers some big benefits for sales teams. However, many of the original equipment manufacturers we work with are actually most excited about the customer service attributes they’ve gained by being able to monitor machines in customer plants.
Below, I’ll run through how to monitor machines and provide better service to customers. I’ll also highlight how this can become an additional stream of revenue and how we’ve seen OEMs structure these kinds of models in the past.
How do you setup machine monitoring?
Most OEMs can think of more than one reason why they would like to monitor customer machines. Unfortunately, this has not always been an easy, seamless, or straightforward process.
Customers will often have concerns about firewalls, access to their networks, and other security-based concerns. These concerns are often hang-ups even when there is inherent value in monitoring the machines for the customer.
Fortunately, new lightweight hardware and software that circumvents these kinds of concerns have become increasingly available to OEMs. SensrTrx has emerged as one of the easiest of these types of solutions; providing a combination of software and hardware that is both easy to set up and affordable for just about any kind of OEM.
The affordability and ease of implementation for these kinds of solutions have made it really hard for most OEMs to turn their heads away from the value of these kinds of capabilities.
How does machine monitoring improve customer service?
OEMs that can respond more quickly to customer issues have the opportunity to achieve a whole host of new benefits. Here are some of the most common in the marketplace today:
- Notifying a customer of a potential issue before it becomes a big problem.
- Recognizing trends over time for a particular model across all customer sites to understand how to improve future models or find and fix recurring issues.
- Dig deep into the details of specific machines to understand exactly how a machine was running when it went down.
- Perform fast remote diagnostics; saving the customer money (uptime, etc.) and delivering service in a much more cost-effective way.
- Deliver best-practices information to customers based on past behaviors and aggregate customer machine data
- Perform preventative maintenance on a personalized, data-based schedule.
How does this become an additional revenue stream?
Imagine the ability to sell customers all of the above benefits; more specifically, the ability to save them money by selling them parts and services before they experience an issue that would be far more costly than the service or parts you’re offering.
Additionally, imagine the ability to monitor a customer’s current machine performance, trends, and data. You would be able to provide advanced consulting and service around how to better utilize the machine, or may be able to deliver insights about when it might make sense to upgrade machines or purchase additional equipment.
These are the types of additional revenue models that OEMs are exploring now that they have access to this level of customer machine data.
Who should monitor customer machines?
As far as we can tell, most OEMs could deliver better customer service with customer machine data. This not only provides better service, it offers a lot of opportunities to increase sales, add additional revenue, and improve the way OEMs develop and feedback.
Thoughts, questions? Leave them below.