M2M technology enhances customer service because it allows an organization to be preemptive in servicing equipment and ensuring uptime. It also allows enterprises to help customers be more successful in how they use their equipment. By remotely monitoring deployed assets, organizations gain invaluable visibility into the health of their customers’ equipment and how the equipment is being used.
Inventory management is a key area that can be improved with M2M technology – and good inventory management can also lead to better service and more efficient logistics. By understanding what parts are needed, and when they need to be installed, companies can schedule service technicians more efficiently to reduce costs and improve customer satisfaction.
If a condenser fails in a restaurant's refrigerator, for example, that part would need to be replaced immediately or risk loss of inventory. Therefore, the refrigerator manufacturer would have to service that equipment, regardless of technician availability, at any cost. By remotely monitoring and anticipating the failure, the refrigerator manufacturer can replace the part before it breaks and do so when a technician is already in the area. In fact, it could schedule similar maintenance for other units in the area to limit future service runs. This reduces service delivery cost and leads to improved customer satisfaction.