Business for Business (B4B) – Troubleshooting Is Integral to Service Transformation

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As a partner in the Technology Services Industry Association (TSIA), CaseBank sponsored the keynote address at the 2014 Technology Services World (TSW) Service Transformations conference in Las Vegas, NV. With over 1300 attendees, it was a busy week in the conference rooms and expo hall, so we had an opportunity to introduce many attendees to the SpotLight® integrated troubleshooting system.

Many attendees were looking for ways to optimize call support schedules and service queuing yet, surprisingly, they weren’t really thinking about utilizing technology to increase first-time-fix (FTF) rates, decrease no-fault-found (NFF) parts and provide insight into what’s happening in the field. Based on our conversations, CaseBank’s approach goes beyond the recurring topics of call handling and response times to open up new ways for OEMs to optimize remote support and field service of complex equipment and industrial machinery.

TSIA executives were particularly interested in our approach because they’ve been trying to expand membership within the industrial machinery manufacturing sector. With the recent and dramatic increase in mechatronic equipment (i.e. mechanical equipment that is driven by electronics and controlled by software), the need for companies to tame the troubleshooting beast has reached a critical tipping point. The new products and systems being rolled-out to the field are simply too complex to be repaired using a page-based/ PDF approach or step-by-step home-made videos. And despite the promises of future value from IoT vendors, these manufacturers need answers today. This makes CaseBank’s introduction into TSIA very timely for the industrial manufacturing sector.

J.B. Wood, CEO and President of TSIA, delivered the TSW keynote session, which focused on B4B (Business-for-Business) and the need for companies to focus less on selling products and more on selling value, whatever form that value may take. Specifically, TSIA believes that businesses are going to become more engaged in selling services that ensure customers are properly implementing, adopting and leveraging technology solutions to deliver the promised value. The recommended approach follows the acronym PIMO (Plan Implement, Monitor, Optimize) and TSIA predicts that solution providers will be involved in all four stages of the process. (You can get a copy of J.B.’s book here.)

Several TSW conference presentations focused on achieving corporate growth in the age of services, because more and more technology companies are realizing that services play a key role in growing revenue and profits. Many attendees were intrigued by CaseBank’s solutions for increasing the speed and efficacy of troubleshooting, and they recognized the importance of fault isolation to enhance the quality of service from the call center to field support. TSW 2014 reinforced what CaseBank has learned to be true; technology and follow-on services to help implement, adopt and leverage that technology are an integral part of the next wave of service transformation.

 

JB Wood, President & CEO TSIA, with CaseBank's VP Marketing & Strategic Alliances, John Snow, at TSW 2014 in Las Vegas.

JB Wood, President & CEO TSIA, with CaseBank’s VP Marketing & Strategic Alliances, John Snow, at TSW 2014 in Las Vegas.

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