26 Billion Service Calls Will Cost a Bundle

What's your strategy for reducing costs and increasing efficiency in an IoT world?
By Rick Marquardt

If the incident still cannot be resolved, then an engineer with the appropriate skill set and replacement parts inventory can be dispatched to resolve the issue. This human-to-dispatch is the traditional service call approach.

More Data Points—Fewer Service Calls
Every day, an IoT-connected device generates significant amounts of data, from standard functioning and workload data to sensor or component part data, to fault and error data. Every device is unique, as is the data produced. It is the combined data from hundreds, thousands or millions of devices that allows data analysts and executives to develop a better understanding of standard and non-standard performance behavior.

We call this "services continuous engineering in action." For example, in a pilot with a Tier 1 financial institution, increasing services continuous engineering usage resulted in the following outcomes:
• Deposit availability increased by 0.4 percent.
• Withdraw availability increased by 0.05 percent.
• Downtime in hours decreased by more than 335,000 hours.

There is no doubt that dispatching a service worker is a costly way to resolve an issue. Yet making the transformation to a services model that capitalizes on the IoT to meet the demands of a digital and omnichannel marketplace can also be costly. One way to mitigate that expense is to partner with a managed services provider offering best-in-class services that can help you navigate through the transformation with actionable insights from the intersection of the IoT and big data.

With the right partner, you can:
• Improve availability to the customer by applying big data and automation
• Minimize endpoint downtime for a better consumer experience
• Get continuous improvement to quality of service through scalable services operations
• Make the transformation to digital services strategies seamlessly

The IoT will have far-reaching consequences on the service industry. Organizations that can efficiently scale and adapt new service models, capitalize on the available data, and enable a consolidated digital approach will win with more efficient and fewer costly service calls; improved device availability and uptime; and a better customer experience, which is the most important metric of all.

Rick Marquardt is NCR's EVP of services, enterprise quality and telecom and technology. He leadis the services transformation strategic initiative at NCR, helping the company's customers respond to the disruptive changes in globalization, digitization, consumerism and technology presented by the connected economy. NCR Services comprises more than 20,000 service professionals serving customers on a 24x7x365 basis in more than 100 countries around the world. Marquardt is responsible for all of NCR's global support services, including its outsourced and managed service offerings, as well as service delivery, sales and enablement across NCR's target industries and markets.

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