Digital Mission

Creating Experience Ecosystems

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Omni-Experience Customer Engagement Responsive Experience

Collaborative Self-support

Current Situation

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

Technology Deployed

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.

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