Major technology advancements such as Mobile, the Internet of Things (IoT), 3D and smart machines are creating opportunities for companies to provide innovative solutions to elevate customer experience and drive Service Parts sales.
Experts at mize, focused on delivering Connected Customer Experience solutions to high value durable goods manufacturers, have identified top 5 technologies that will have significant impact on Service Parts Management in near future.
Mobile: Ability to access parts catalog and order parts from anywhere on any device improves convenience and speeds up parts availability. Ubiquitous availability and use of mobile devices with high resolution touch screens, cameras and powerful processing is making it mandatory for all manufacturers to provide mobile optimized catalogs now.
3D Parts Catalogs: 3D parts images enable users to zoom, rotate, view exploded parts and interact with components to identify parts more accurately. 3D rendering natively within browser using WebGL, increased bandwidth and improved CAD system capabilities are making it more practical to add one more dimension to flat electronic parts catalogs.
Web Services: Web services enable seamless exchange of data across the parts value chain, enhance visibility of parts inventory, and improve efficiencies of service parts processes. Integration of Parts logistics or fulfillment systems, parts catalog, Parts Ordering, Dealer Management Systems, and Service systems reduce user frustration with disjointed systems and processes.
Smarter Interactions: The capabilities including Voice Recognition such as Siri, intelligent searches similar to Google, and even Augmented Reality (AR) used in Pokémon Go are making the customer interactions easier and smarter. Voice searching for parts, finding relevant search results using intelligent algorithms and pointing camera to a product to overlay the parts diagrams or service instructions are all feasible now and will make the life of field service technicians much easier.
Connected Products: As IoT connects more products, it will become easier to get alerts about impending failures, diagnose remotely and automate the parts dispatch to the job site. Not having right parts to do the repair is one of the main reasons for delays in completing a service job. IoT in asset intensive industries will help improve product time and customer service.
Delivering service parts by drones or making some parts on-demand using 3D printers are only few years away. Your Service Parts operations and your customers can benefit today by applying these technologies to make it easier and more convenient for customer and field service techs to do business with you.
Eric Marlan, a Senior Product Manager with Mize, manages the product roadmap for the Mize Connected Customer Experience platform and Smart Blox modules focused on the areas of Registration, Warranty, Parts, Service Plans, Support, Field Service, and Knowledge.