Connecting Service And Asset Management To Deliver Predictive Service

Submitted by WennSoft

There was a time when dispatching the right technician to the right location with the right tools to fix the broken equipment was all it took to meet customer expectations. Those days are gone. Now if you don’t meet customers’ ever-increasing expectations, they’ll go elsewhere. How do you prepare for this service (r)evolution? You have to look ahead—know what your customers need before they realize they need it and prevent equipment failure. You’ve got to move from reactive service, past preventative service, straight to predictive service. This service model is now achievable thanks to the advancements in the technology driving Machine-to-Machine (M2M) communications and the Internet of Things (IoT).

Nearly three years ago, we proposed the idea that integrating asset management with other business operations could help improve business. That idea’s time has come. In a recent survey of 219 end user service and manufacturing organizations, the Aberdeen Group concluded that “best-in-class” organizations connect service and asset management. (See the report “The Future of Service: Build a Bond with Asset Management.“) This critical connection makes predictive maintenance possible.

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