Executive Briefings

Internet of Things Gives Companies Opportunities in Customer Service Management

New market opportunities are available to companies in almost every industry from the data that IoT delivers. These new opportunities could be as simple as getting information from sensors about what is happening on the manufacturing plant floor causing automatic manufacturing updates, potential adjustment to customer order delivery dates or even a maintenance work request to handle a detected equipment malfunction. All of these opportunities cause changes to be made to the supply chain.

With IoT becoming much more affordable, companies, for example, are embedding IoT sensors in their products that "phone home" with product status. The supply chain must adapt because now a new service is able to be provided for proactive support and this requires people and activities be instituted to provide this support.

Companies that were previously known for the products they sold are now delving into new areas such as customer service management. For example, a company that sold printers now might also sell subscription services to automatically deliver printing supplies based on actual usage of the printer.

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With IoT becoming much more affordable, companies, for example, are embedding IoT sensors in their products that "phone home" with product status. The supply chain must adapt because now a new service is able to be provided for proactive support and this requires people and activities be instituted to provide this support.

Companies that were previously known for the products they sold are now delving into new areas such as customer service management. For example, a company that sold printers now might also sell subscription services to automatically deliver printing supplies based on actual usage of the printer.

Read Full Article