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2017

Have you read The Forrester Wave: IoT Software Platforms, Q4 2016 report? It talks about embracing IoT for digital solutions and business transformations. IoT software platforms are particularly relevant to those in field service. We've seen how customers need insight into performance metrics in their equipment, including water level or air temperature. Forward thinking companies want to leverage smart, connected products to gain the benefits of real time insight. When one component is off, it can point to impending equipment failure. When a machine is down, the customer company will lose money and their customers have a negative experience. With connected products, companies can be proactive. Their downtime is decreased, the customer experience is improved, and they can alleviate worry about their equipment suddenly going down. Field service teams are thinking about the digital opportunities IoT offers and how it can improve their planning, reporting, and operational processes.

 

IoT.jpgThe Forrester Wave reviews 11 popular IoT providers and how they compare to each other. With long-time emphasis on the industrial market and by providing customers with the ability to connect high-value assets, General Electric is classified as a leader with strong strategy and current offerings. To read more about GE and the 10 other providers, download the report for free from our GE Digital site. Click here for the link.

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With the Pay-TV vertical becoming more and more competitive over the last few years, Sky Italia found it vital to focus on customer experience and satisfaction in order to differentiate themselves. What did they need to do achieve this? Lucio Golinelli, a Senior Director of Service & Delivery with Sky Italia, felt that improving the customer experience would come from a digital revolution within the organization. Specifically, the organization needed to move away from the standard processes of field service delivery and prioritize digital centric processes. This move would revolve around the consumer experience and financial KPIs.

 

How did they do this? Sky Italia was not looking for a generic, off the rack solution. They needed a tailored solution that would work across their whole supply chain. Thus, Sky Italia collaborated with ServiceMax to work through the transformation process. Over the past two years, ServiceMax has developed a customized solution for Sky Italia's FSM tools that work for the company itself, their partners, and their customers.

 

For more details about Sky Italia's digital transformation and the rewards they're beginning to reap from their ServiceMax solution, check out "Industry Focus: Pay TV" for the full story.