Latest News

Posted on April 19, 2017 By Admin

Microsoft Connected Field Service and servitization

 

This post, is a quick review of how companies are embracing servitization via Connected Field Service: We took the most important points based on the latest articles published in the Microsoft blog.

“Microsoft is bringing the power of the Internet of Things (IoT) to customer service. With Connected Field Service, companies will be able to leverage the potential of predictive maintenance to drive better business outcomes, not only to the point of sale, but after the initial purchase as well”

In the past, manufacturers focused on selling their products. Today, the business model has changed, and leading firms are moving toward selling services instead of products. This digital transformation, known as servitization -which covers the bundling of goods, services, support and knowledge- is an opportunity for better customer outcomes, decreased operational costs and even potential new revenues for manufacturers.

With the release of the new Microsoft Connected Field Service solution manufacturers now have a powerful way to transform service into a revenue stream, evolving from a costly break-fix model to a proactive and predictive service model. Let’s take a look at some examples of companies that are already using IoT, the cloud and advanced analytics to identify and create new service lines.

  1. Rolls-Royce Creating high-margin service revenue

In this example, Rolls-Royce, an industry leader in the airline market, offers a new service called TotalCare, which allows airlines to pay for the time they were able to fly their planes rather than for repairs, it means that Rolls-Royce transformed their digital strategy from selling services to selling flight time. Under TotalCare, Rolls-Royce assumes the risk and responsibility for engine maintenance, providing engine health monitoring, overhauls and other service options. Using the intelligent cloud services of Microsoft, TotalCare is helping Rolls-Royce to achieve a new level of predictive intelligence that couldn’t be realized before. Also, keeping passengers in the air and helping airlines run at reduced costs decreasing fuel usage and flight disruptions, and saving millions of dollars per year.

  1. Sandvik Cormorant uses predictive analytics to optimize service:

Sandvik Coromant partnered with Microsoft to develop a scalable service model that integrates all elements of the production flow—people, machines, tools and data—to deliver an unprecedented level of field service.  Thanks to this technologies Sandvik can provide services that help customers make more informed decisions and more easily calculate the financial return on a new machining tool.

  1. Thyssenkrupp Elevator innovates with HoloLens and Skype:

Using the predictive maintenance capabilities of Azure IoT, Thyssenkrupp can now identify potential problems with elevators, which allows them to make time-saving interventions and quicker fixes for customers. In the other hand, with the use of Microsoft HoloLens, they can work hands-free while on the job and remotely collaborate with more experienced technicians.

 

5 steps to successful servitization.

As you can see, there is much that can be gained from integrating Microsoft Connected Field Service capabilities into your business model.

In addition, we want to share with you the 5 steps to successful servitization.

  1. Utilizing quality field service management software

With Microsoft Dynamics 365 for Field Service and its advanced field service capabilities, it’s easy to integrate scheduling and routing, inventory, invoicing, training and knowledge, customer information, and more. The best field service management software goes a step further into optimization, maximizing appointments per day, and improving customer satisfaction and organizational productivity.

  1. Utilizing quality field service management software

With Microsoft Dynamics 365 for Field Service and its advanced field service capabilities, it’s easy to integrate scheduling and routing, inventory, invoicing, training and knowledge, customer information, and more. The best field service management software goes a step further into optimization, maximizing appointments per day, and improving customer satisfaction and organizational productivity.

  1. Enabling field service to power innovation

Product and service innovations come from customer insights.  Field service technicians can use these insights to uncover trends and best practices, using smart devices and machine learning. With those powerful insights, service organizations can transform many maintenance problems into predictive, preventive solutions and innovation.

  1. Connecting smart devices

Leveraging IoT connectivity is where operational productivity begins to escalate quickly.  With this approach, many issues can be repaired remotely and with minimal human intervention, resulting in cost savings and ensuring that technicians are sent only when necessary. Achieving these benefits requires seamless integration of IoT technologies with Connected Field Service.

  1. Integrating serviceacross an entire company

provides field service organizations with a true competitive advantage. A single platform gives technicians the ability to identify opportunities in the field and request follow-up from sales – uniting field service, customer service, and the sales organization customer journey.

  1. Leveraging machine learning

Machine learning is crucial to field services because enables predictive maintenance  – fixing problems before they arise. – providing a company with a tremendous competitive advantage when it comes to reducing costs and maximizing field service efficiency.

Read more about Microsoft contacted field services here https://blogs.microsoft.com/iot/2017/02/16/leveraging-microsofts-connected-field-service-capabilities-to-transform-your-business/

https://explore.dynamics.com/field-service/field-service-5-steps-to-successful-servitization

https://blogs.microsoft.com/iot/2016/11/07/from-commodization-to-servitization-transforming-your-business-to-compete-in-the-new-age-of-field-service-with-iot/

https://enterprise.microsoft.com/en-us/industries/discrete-manufacturing/microsoft-connected-field-service-enabling-the-agile-manufacturer/