Customers often need to notify the OEM or service provider of a product or equipment failure and in turn wait for issue diagnosis, claims processing, and resolution.
Goals and Objectives
It includes faster time to resolution; increased customer satisfaction; increased customer retention; service call avoidance.
Hardware: IoT, smartphones, and collaborative tools
Software: AR/mixed reality, cognitive, AI, machine learning, mobile, Big Data/analytics, CRM, cloud, and social
Service: Business and IT services
Use Case Summary
Real-time collaboration between a customer or a user to enable resolution of an issue via a channel more immersive than a phone. Visual collaboration allows for faster addressing of an issue and fosters an environment for the customer to be an active part of service delivery and resolution, avoiding long delays to have issue resolved.