Digital Transformation

Six Trends Moving the Needle in Customer Care: IoT

Consumers are digitally savvy, well informed, and more demanding than ever. Not investing in resources that digitally transform customer care will become a competitive disadvantage.

This series explores six technology trends for delivering smarter and more strategic customer care.

Trend #2: IoT Proactively Resolves Product and Service Issues

What if you could anticipate a service issue? The Internet of Things (IoT) is making this a reality. When there’s a problem with a product, a message is automatically sent to both the customer and the service department. IoT is how companies are able to fulfill their customer’s needs and provide outstanding customer care. That goes for B2C and B2B customers.

Here are three real examples of IoT in action, helping companies anticipate customers’ needs and provide strategic customer care.

Customer Experience and Design - Build a Better Customer Experience with AEM on Microsoft Azure
Build a Better Customer Experience with AEM on Microsoft Azure

Businesses leveraging the two technologies together would now be able to harness their data for critical insights and predictions, connect customer touchpoints across their business, and drive brand loyalty and growth.

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Volkswagen’s Digital CarPass, set to launch in early 2019, will allow for automatic data analysis of car performance, which would give the manufacturer real-time information on certain models of car, informing them of where improvements can be made. If flaws are found in certain models, the manufacturer can automatically recall the particular batch and diagnose the problem quickly.

Hewlett-Packard’s line of personal and small business inkjet printers are IoT-enabled devices that monitor ink usage, proactively sending toner to the consumer when the ink is low, complete with an envelope to send back the empty cartridge.

KONE uses IoT technologies to power a data analytics and predictive maintenance solution for the elevators, escalators, and automatic doors they produce. Gathering and analyzing usage data from KONE equipment enables their B2B customers to fix the root causes of potential failures before they happen.

Learn more in our guide Top Technology Trends for Smarter, Strategic Customer Care and take a look back at previously posted trends.

Stay tuned for trend #3!

 

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