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TECH BUYER Dec 2018 - IDC PlanScape - Doc # US44483318

IDC PlanScape: Service Parts Management to Leverage Connected Products Insights

By: Aly PinderProgram Director, Service Innovation & Connected Products

Abstract

This IDC PlanScape aims to help service leaders and IT within manufacturing organizations rethink the way in which service parts management needs to evolve as more products and equipment become connected. The IoT has enabled a wealth of asset and product data that allows the service team to know the reason for a failure in advance of a technician ever being scheduled or before a customer makes a call to request support. In this environment where connected products communicate health, performance, and productivity in real time and can aid in the predictive diagnosis of an issue, manufacturers need to ensure they are able to leverage this insight to accurately reserve and equip the field team with the right service parts to solve the issue at hand on a first visit.

"Data from connected products will enable the transformation of service parts management as service leaders and the service team will have an accurate diagnosis of an issue prior to failure, allowing for the right service part to be in the hands of the technician who will show up to a customer site to fix the issue on that first visit. No longer will customers be riddled with or frustrated by extended downtime as connected products provide a view into the problem that not only triggers a service event but also ensures the appropriate service part is available, reserved, and shows up with the technician who can solve the issue." — Aly Pinder, program director, Service Innovation and Connected Products


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