Five ways Industrial Internet of Things (IIoT) can improve your service

Five ways Industrial Internet of Things (IIoT) can improve your service

The industrial Internet of Things (IIoT) was created to connect teams and products to real-time data —across the enterprise, in the field, and around the world. By connecting data to products, people, and processes, the IIoT has become a great enabler for business innovation and digital transformation.

As the IIoT improves data connectivity and visibility, it also increases expectations. End customers see improved service from providers using IIoT technology and start to expect that service as the norm from all their providers. While executives and service leaders using the IIoT see faster innovation and happier end customers and wonder how the IIoT help them can create similar results beyond service.

1. Faster Response to Product Quality Issues and Customer Complaints

With the IIoT, service teams have a seamless connection to all their customer locations. Real-time product, performance, and process data is at their finger-tips, at all times. So, when a customer has complaints, service teams can address those complaints in real time, resolving them via remote service—or even use predictive service insights to prevent the underlying causes before they lead to customer complaints.

Customers get faster resolutions to service issues, along with reduced downtime, improved mean-time-to-repair, and better first-time-fix-rates (FTFR). And companies get higher customer satisfaction rates reflected in their Net Promoter Score (NPS) and better response time KPIs.

2. & 3. Increased service-related revenue and reduced service-related costs

With IIoT-based service, service teams improve uptime, perform less on-site maintenance, and provide predictive service that prevents equipment malfunctions before they happen. This not only reduces internal service costs— as truck rolls decrease and machine life increases—but opens up new opportunities for innovative service-related revenue that impacts the entire enterprise bottom-line.

With today’s IIoT-based servicing tools, companies can sell customers more than just products: they can sell outcomebased business models and offer higher priced SLAS with tighter KPIS—all of which rely on the faster, more effective service and reliably maximized uptime. This creates both a lower cost of machine ownership for the customer and a reduction in service-related costs for the company. As a result, companies decrease internal costs and increase contract renewals.

4. Use Information from Actual Product Performance

To provide optimal service, product performance in the field needs to be monitored at both macro- and microlevels. From technicians focused on individual product performance in real time, to C-Suite professionals who want a higher-level view of performance metrics, increased product insights help maximise FTFR, improves predictive service, and informs engineering projects.

With the IIoT, service teams can monitor product performance based on data collected directly from machines. And beyond the real-time benefits, this product data can be analysed to gain insight into a wider picture of general performance—both of a single product or across all products in the field.

5. Improved collaboration between cross-functional teams

A major component to the IIoT is how it enables collaboration through connectivity. Cross-functional teams of all kinds, from the plant floor to the top floor, get the process, product, and plant floor details that make the most sense to their role. The IIoT provides data across the entire SLM ecosystem—from initial requirement gathering to product quality management, and every step in between.

A primary goal of the IIoT is to enable simple data sharing that tears down communication silos. Teams across the enterprise can easily share data and communicate data-based insights that impact the wider enterprise.

With seamless connectivity between an IIoT platform gathering data and the various teams who need insights from that data, everyone can better collaborate across their roles and the production cycle


The IIoT provides immidiate benefits actross entire organisation - from arming technitioans with in-depth equipment data to increasing departamental visability for improved collaboration.

Contact InVMA today to learn with IIoT can do for your company.



Business Value of Connected Operations

Connected operations offer a diverse range of business benefits. Whether you are most interested in driving efficiencies or increasing flexibility, reducing waste or enhancing asset performance, a connected approach will likely deliver – and more. Here’s how.

  • What is your business made of?
  • What does a connected operation look like?
  • The benefits of a connected approach
  • How to do it
  • Use cases
  • Metrics and measurements