Customers often need to notify the OEM or service provider of a product or equipment failure in turn wait for issue diagnosis and resolution.
Goals and Objectives
Faster time to resolution, increased customer satisfaction, increased customer retention, and service visit avoidance
Hardware: IoT, smartphones, collaborative tools
Software: AR/mixed reality, cognitive/AI, mobile, and Big Data/analytics
Services: Business services and IT services
Use Case Summary
There is a real-time collaboration between a customer, operator, or facilities manager to enable resolution of an issue via a channel more immersive than phone. Visual collaboration allows for faster addressing of an issue and fosters an environment for the customer that can be an active part of service delivery and resolution, avoiding long delays to have a technician physically onsite.