COMMON SERVICE CHALLENGES FOR HIGH-TECH MANUFACTURING
High-tech manufacturers produce a broad spectrum of low-margin, highly commoditized goods to high-margin and highly specialized products. Competition and quality drive their focus to advance and modernize their equipment and factories. Not only do manufacturers rely on high-tech equipment to produce their products, but they are also creating highly sophisticated devices for the customers they serve.
In manufacturing, the opportunities to improve are endless. While most manufacturers seek to reduce waste, improve efficiency, and increase throughput, the degree and focus on each vector varies. As another level of complexity, manufacturers’ processes must stay current with changing safety and regulatory requirements. Product defects, recalls, inventory management, raw materials tracking, service, and support are all areas for manufacturers to balance. As a result, it becomes difficult to keep up with the constant rate of change to become a digital factory.
Manufacturers are now differentiating by offering more service options. Customers are more vocal and sophisticated with higher expectations of quality and greater levels of support and service. This requires manufacturer visibility of all streams of activity, from production, materials and vendors to service, support, and regulatory oversight. Ultimately, high-tech manufacturing needs to manage constant change with the ability to shift rapidly.
Modern Field Service solutions such as Service Cloud, Salesforce Field Service and ServiceMax empower efficient service management for providing customer support, generating work orders, creating entitlements and dispatching. However, other service challenges require connected assets and AIoT solutions to address, such as knowing exactly when to service a device to avoid failures, minimizing service response and on-site service times, enabling asset Servitization and supporting product recalls.
These challenges were the catalyst for Connected Field Service. Connected Field Service enables organizations to transform the way they provide service from a costly break-fix model to a proactive and predictive service model by combining IoT diagnostics, asset management and resource management on an integrated service platform
High-tech asset manufacturers partner with Spoke AIOT to connect their field-based capital assets to their Service Management solutions to improve asset reliability, enhance Call Center support, and reduce service costs. Partnerships typically begin with Visioning and Value Determination sessions to identify various ways that IoT and AI can create value and improve service outcomes. As Use Cases are defined, business benefits are estimated based on actual business performance data and industry value metrics. In parallel, an evaluation of asset connectivity options, machine trajectory data, and security risks is conducted to confirm the technical viability of achieving the defined Use Cases. Once technical viability is confirmed and business benefits are defined, Spoke AIOT partners with customers to define deployment plans and implementation cost estimates for adopting their Connected Field Service vision.
AIoT projects are most successfully delivered in smart phases. Typically progressing from single-asset pilots to full asset family deployments, to regional deployments, to national deployments, and beyond. Governance checkpoints between deployment phases generally require evidence that technical goals have been achieved and business value has been confirmed.
It’s common that high-tech assets have multiple onboard sensors and integrated connectivity capabilities that make machine data available for consumption. To enable edge connectivity, Spoke AIOT installs virtual and physical gateways to enable and securely govern data connectivity between the high-tech assets, the AIoT Cloud, and Service Management solution. Once the data is flowing, Spoke AIOT’s out-of-the-box service tools quickly enable remote performance monitoring, anomaly detection, predictive analytics, digital twin visualization, and service workflow automation.
In cases where high-tech manufacturers already manage an installed base of connected assets and an IoT-cloud for collecting machine data, Spoke AIOT helps them integrate their IoT Cloud solution to their service management and ERP systems. Spoke AIOT’s out-of-the-box service tools quickly augment existing remote performance monitoring capabilities by delivering no-code service workflow automation. These capabilities combine to ensure the field-based assets are operating properly and enable appropriate service responses. Spoke AIOT extends the value of previous IoT investments by providing the capabilities needed to deliver the “last mile” of Connected Field Service.
Remote performance monitoring ensures field-based medical devices operate as expected. As anomalies are detected, Spoke AIOT immediately notifies the right people to ensure the proper service response is coordinated. As machine data is gathered over time, advanced analytics begin to identify performance trends, predict asset failures, and recommend the best course of action to avoid unplanned downtime. In the field, the service technicians have access to real-time and historic asset data to quickly triage and resolve device issues. Starting with a single asset class, high-tech asset manufacturers can rapidly scale Spoke AIOT to multiple asset families around the world.
How Spoke AIoT helps High-Tech Manufacturing Customer
Remote Monitoring & Alerts
AIoT solutions are revolutionizing the way service teams maintain high-tech equipment in the field. As more that 50% of new industrial/commercial assets are manufactured with sensors and onboard connectivity, the ability to monitor each asset for real-time performance ensures service teams are proactive and hyper-responsive to issues. By connecting to high-tech manufacturer’s IoT Cloud solutions, Spoke AIOT augments existing remote monitoring capabilities by filtering out big-data “noise” that often results in unfiltered insights and false-positive service responses. Internally, high-tech manufacturers use Spoke AIOT to monitor aspects of manufacturing tolerances to respond quickly to performance anomalies.
When product sales, support and service are provided through distributors, AIoT solutions provide added visibility and control to field-based asset performance. High-tech manufacturers have a complex selling channel that included direct sales, regional distributors, and reseller agreements. Spoke AIOT enables high-tech manufacturers to offer Monitoring as a Service (MaaS) to their partners as a premium service to differentiate them in the market. And because high-tech manufacturers received little to no information from their distributors about the end customer, Spoke AIOT provided critical usage and performance data to improve product performance and inform future selling campaigns.
Usage-based Preventative Maintenance
By leveraging actual asset usage data available in high-tech manufacturers’ IoT Clouds, Spoke AIOT’s native integration with Salesforce service management solutions enabled them to offer usage-based preventative maintenance plans. A common use case amongst high-tech manufacturers is to maintain precision assets that must be recalibrated within a defined duty cycle to ensure quality. While time-based preventative maintenance has been the normal approach for service, it had shortcomings as assets used more than expected required service ahead of the time-based plan. Similarly, assets used less than expected received unnecessary service. Transitioning to usage-based preventative maintenance creates a high-value play for high-tech manufacturers; leveraging real-time data to coordinate service exactly when it was needed.
Analytics & Predictive Maintenance
Building on machine data collected over time, Spoke AIOT combines customer account type and status, asset entitlements, service history, and other relevant information necessary to run predictive analytics and prescribe the exact service responses as governed by service processes and contracts. Internally, high-tech manufacturers have an equally high focus on maintaining their own manufacturing equipment. With highly reliable data points created by AIoT solutions, they can track robot performance over time and use statistical analysis like Six Sigma tools to improve overall equipment reliability and operations within production tolerances.
Manufacturers are constantly working to balance inventory levels, especially for high-value parts. AIoT solutions monitor usage and influence demand planning for appropriate reordering of mission-critical parts. By predicting the volume and velocity of future maintenance events, and by evaluating the parts consumed delivering past similar services, service teams can improve parts forecasts, reducing the risk of stockouts and the cost of inventory. Spoke AIOT’s native integration with Salesforce service management solutions closed the gap between service forecasting and parts ordering. High-tech manufacturers can automate parts replenishments and reduced inventory levels without stockouts.
Improve Service Outcomes
When service technicians are required to be on-site, access to both real-time and historic asset operating data helps them quickly and accurately diagnose and resolve issues. High-tech manufacturers provide their field service technicians with the Spoke AIOT mobile app so they can see real-time and historic performance data as part of their triage process. With these new insights, service teams quickly identify root causes, spend less time finding issues, and improve their rate of fixing issues the first time. The COVID-19 pandemic has amplified the need to remove barriers to accessing service locations. With Spoke AIOT’s ability to remotely access and control devices from the Spoke AIOT app, high-tech manufacturers enable their call center agents and service technicians to triage and deliver select services remotely. This helps avoid unnecessary truck rolls and site/access denials risks. While reducing service response time and costs, high-tech manufacturers also improve business continuity (service revenue) and worker safety by delivering service remotely. High-tech manufacturers commonly reported improvements to their Mean Time to Repair (MTTR) and First Time Fix (FTF) metrics. They also report a reduction in “Fault Not Found” service events based on improved analysis of big-data noise.
High-tech manufacturers commonly identify opportunities to leverage Spoke AIOT beyond service. Data-driven manufacturing improves operational efficiency, drives higher quality, yields cost savings, creates new service offerings, and provides direct insights into customer performance. Spoke AIOT provides a proactive feedback loop into next-generation product improvements. Such solutions are realistic and can be obtained through incremental enhancements that support business strategies while still being cost-effective to implement. High-tech manufacturer can leverage Spoke AIOT to adopt a new revenue models; where the goal is to sell business outcomes instead of assets.
Solution Summary & benefits
Spoke AIOT for manufacturers becomes the mechanism for world-class service through remotely monitoring asset performance, identifying trends, predicting outcomes, and prescribing service responses. Because of the complexity associated with manufacturing operations, Spoke AIOT is well-positioned to help manufacturers identify the highest value areas of improvement – in far less time. Talk to an expert at Spoke AIOT to learn more about how connected assets and AIoT-enabled solutions can transform your service team and your business.
- Improved asset uptime/reliability
- Reduced service costs
- Reduced service response time
- Improved First Time Fix (FTF)
- Improved workforce productivity & utilization
- Improved parts inventory forecasting
- Enabled new service revenue models
- Improved technician safety
- Improved regulatory reporting
- Provided deep insights to support other business functions
The future is AIoT enabled Service
Artificial Intelligence can exponentially increase the value of IoT by using all the data from the asset/install base to accurately predict outcomes and promote a collective intelligence.
Trillion ECONOMIC VALUE WILL BE CREATED BY AIOT ENABLED SERVICES BY 2025
EXECUTIVES CURRENTY USING AIOT ARE EXCEEDING EXPECTATIONS FOR THE VALUE
EXECUTIVES BELIEVE AIOT WILL ENABLE THEM TO ENHANCE PRODUCTS & SERVICES OVER THE NEXT 3 YEARS
MANUFACTURERS’ COMPLEX EQUIPMENT WILL EXECUTE IOT-ENABLED SERVITIZATION STRATEGIE BY 2025
INDUSTRIAL MANUFACTURERS EXPECT TO AIOT FOR PREDICTIVE MAINTENANCE BY 2022