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1、Driving Commercial Revenue with Visual AssistanceContent2Chapter 1 Introduction5Chapter 2 Defining Servitization within Field Service11Chapter 3 How Technology Can Pave the Way for New Business Models,Growth,and Profitability17Chapter 4 Driving Commercial Revenue for Your Field Service Organization

2、with Visual Assistance Chapter 1.IntroductionIn the past two years,many field service organizations(FSOs)have invested in technology solutions to support their digital transformation projects,ensure business continuity,maintain customer satisfaction,and future-proof their business in the face of unf

3、oreseen events and times of crisis.Through their investments in technology,these for-ward-thinking FSOs have been paving the way for the paradigm shift within field service,favoring servitization,customer-centricity,and value-based services as part of their new business model.Even before the pandemi

4、c,some FSOs aspired to expand their offerings,consis-tently provide excellent customer support,and create more value for their clients.However,the pandemic was the catalyst that expedit-ed these initiatives and,through digital transforma-tion,innovative FSOs were able to survive the pandemic.Now,to

5、thrive in a recovering world,FSOs need to inno-vate further and change the way they look at their tech-nology investments.Is there any way to use the tech-nology available to get a better return on investment,unlock additional revenue,and create more value for their customers?Yes,there isleveraging

6、this technology for service con-tracts where possible.One of the technology advance-ments that was a game-changer for business continuity at the height of the pandemic and can now be leveraged as a premium-level feature or added value to a service contract is visual assistance.This remote collaborat

7、ion tool also addresses one of the most important pain points in the field service land-scapepoor collaboration and communication.With all the investments in advanced technology,effective collaboration continues to be a challenge for many FSOs trying to get ahead of the curve.And visual assistance i

8、s the key to optimal collaboration and better commu-nication not only between field technicians,but also between contact centers and field technicians,and cus-tomers and field technicians.Its also the bridge between the experienced workforce that is now retiring and the younger generation of field t

9、echnicians that are not as skilled as their more expe-rienced counterparts.Visual assistance can address the talent gap,ensure customer satisfaction,and more.Explore the full benefits in the following chapters.To thrive in a recovering world,FSOs need to inno-vate further and change the way they loo

10、k at their technology investments.The business world as we know it has changed.We now work and do business in a digital-first environment with com-panies across the board progressing in digital maturity as a result of accelerated transformation driven by the pandemic.DRIVING COMMERCIAL REVENUE WITH

11、VISUAL ASSISTANCE34CHAPTER 1INTRODUCTIONWHITEPAPERAlthough it may have become popular in recent years,servitization is not a new concept.In fact,it can be traced back to the 1960s,when it was introduced by Bristol Sid-deley Engines Ltd(BSEL)a British aero-engine man-ufactureras a plan for their Vipe

12、r engines to provide power by the hour.This plan gave BSEL customers the opportunity to be relieved of capital costs as they were offered the power to fly with a complete engine and accessory replacement service at a set fee per flying hour.Since then,this concept has been refined and reworked to fi

13、t different businesses and sectors.For example,in media streaming and entertainment,servitization is pretty straightforward.Customers can pay per viewing or for full access to view a movie rather than buy the physical DVD and own it that way.In manufacturing,servitization enables manufacturers to su

14、pplement their traditional products with additional services,commonly under a subscription.Chapter 2.Defining Servitization within Field ServiceIn recent years,servitization has become a buzzword on the lips of many within the industrial sector.Manufacturers,for example,have been trying to different

15、iate themselves by integrating services with their products to get ahead in the market-place.As an added value to a product-centric offering,servitization has been proven to improve performance and profitability.DRIVING COMMERCIAL REVENUE WITH VISUAL ASSISTANCE6DEFINING SERVITIZATION WITHIN FIELD SE

16、RVICEBut how can we define servitization in its simplest terms?The simplest way to put it is this:servitization represents a strategy that transforms the way companies create value for their customersinstead of selling them prod-ucts,they monetize outcomes or solutions by integrating services,such a

17、s maintenance or incident resolution,within product offerings.At its core,servitization is also customer-centric.It emphasizes customer experience,putting the demand for increased satisfaction at the top of the priority list.And in the field service landscape,customer-centricity is embedded as a cor

18、e value.By servitizing a product,companies create a support system around that productso they are not simply sell-ing a product,they are selling a product with a solution.For example,if that product is equipment or machinery,the support system around it can include diagnosis,repair,maintenance,incid

19、ent resolution,and more.With this approach,companies can increase their bottom line while also offering customers a holistic experience with their product that reduces risk for the customer and ulti-mately strengthens their relationship and fosters loyalty.So,what does servitization look like in fie

20、ld service?Traditionally,field service management employs a reac-tive approach that involves selling standalone devices and providing one-off repairs.Servitization transforms this model into a proactive,sometimes even predictive,model.Technology advancements,such as the Internet of Things or augment

21、ed reality(AR),enable the transition from the break-and-fix model to a servitized one in which technology can be leveraged to remotely monitor per-formance and provide predictive maintenance before an incident occurs.This approach significantly reduces unplanned downtime,which can be extremely costl

22、y,and is a win-win situation for both customers and field service managers.In times of economic downturn,servitization is vital for business continuity.For example,in the 2008 reces-sion,servitization helped companies unlock new reve-nue streams.Customers couldnt afford new items,but existing ones n

23、eeded to be fixed,parts needed to be replaced,and expertise was required for customer sup-Servitization represents a strategy that transforms the way companies create value for their customers.Today,we live in similar times of economic slowdown and servitization can help field service firms expand t

24、heir offerings.DRIVING COMMERCIAL REVENUE WITH VISUAL ASSISTANCE78CHAPTER 2DEFINING SERVITIZATION WITHIN FIELD SERVICEWHITEPAPERport.And these emerging demands created new oppor-tunities for original equipment manufacturers(OEMs)to create new revenue streams and maintain customer satisfaction.Today,

25、we live in similar times of economic slowdown and servitization can help field service firms expand their offerings.Furthermore,technology makes it pos-sible to do so without on-site visits for diagnosis or even repairs,which is extremely important now as everyone is recovering from a global pandemi

26、c with safety as a top priority.With advanced technology,field service firms can put an end to unplanned downtime,which can cost companies tens of thousands of dollars a day on a sin-gle piece of equipment,by predicting,preventing and resolving an incident,sometimes even without having to visit the

27、physical location of the device or equipment in question.By servitizing a product,companies create a support system around that productso they are not simply selling a product,they are selling a product with a solution.“With advanced technology,field service firms can put an end to unplanned downtim

28、e.DRIVING COMMERCIAL REVENUE WITH VISUAL ASSISTANCE910CHAPTER 2DEFINING SERVITIZATION WITHIN FIELD SERVICEWHITEPAPERChapter 3.How Technology Can Pave the Way for New Business Models,Growth,and ProfitabilityAs the entire business landscape is undergoing digital transformation starting from the fundam

29、ental level,field service organizations need to keep up with the changes and provide services that match the level of digital and technological maturity their customers expect.This has become strikingly obvious during the COVID-19 pandemic as the world was thrown into a state of volatil-ity,uncertai

30、nty,complexity,and ambiguity(VUCA),which caused business disruption and revenue loss across the board.The pandemic caught many companies off-guard and forced the unprepared to either accelerate their digital transformation or completely abandon it and shut down.Those who prevailed have been empowere

31、d by technology which has given them the ability to continue providing services in a digital environment.In field service,technology helped companies survive the crisis but thats not all it can do.Technology creates an opportunity to innovate business models,grow,and become more profitable through n

32、ew revenue streams and expanded offerings.One of the greatest drivers and support-ers of servitization is technology.The advancements in recent years have enabled field service organizations to streamline their workflows by leveraging predictive maintenance technology,vir-tual diagnosis,artificial i

33、ntelligence(AI),visual assistance,and more.DRIVING COMMERCIAL REVENUE WITH VISUAL ASSISTANCE12HOW TECHNOLOGY CAN PAVE THE WAYAt the height of the pandemic,many service firms have invested their resources into technology.According to the fourth edition of the Salesforce State of Ser-vice report,77%of

34、 field service professionals say that the pandemic has changed their technology needs.This shows that service firms prioritized technology to streamline operations,ensure business continuity,and enhance worker safety.The pandemic has taught FSOs that technology can help keep everything connected by

35、enabling them to remotely stay in touch with customers,monitor device performance using IoT-powered sensors,and even per-form some maintenance tasks.At all times,technology enabled them to gather and analyze data so that they understood the full context for great customer service.This shift to conta

36、ctless service created an opportunity for FSOs to implement new processes and leverage technology more than ever before.Augmented real-ity and virtual reality technologies have enabled field technicians to minimize field interactions.Likewise,their mobile devices became a source of knowledge regard-

37、ing job details,client specifications,and even how-tos for certain repair or maintenance scenarios.AI-powered visual analytics and internet-enabled sen-sors changed the way FSOs monitor and maintain assets,by gathering equipment data and facilitating the shift toward predictive maintenance,which is

38、key to extend-ing product life cycles.Automation also made the lives of field technicians eas-ier by automating scheduling and dispatching as well as optimizing everything from invoicing to inventory and asset management.AR-powered visual assistance also empowered technicians to resolve issues faste

39、r than ever before,enabling them to streamline their daily operations and perform remotely as much as possible.Undoubtedly,all these solutions have been vital for FSOs to meet client demands in extreme circumstances.But now that the world is starting to recover from the pan-demic,many FSOs are wonde

40、ring if,moving forward,their investments in these technologies will continue to be as rewarding.The quick answer is yes.The world will not return to busi-ness-as-usual for a while and many dont intend to do so at all.In fact,the majority of businesses have started to rethink everything from working

41、conditions to the way In field service,technology helped compa-nies survive the crisis but thats not all it can do.At the height of the pandemic,many service firms have invested their resources into technology.DRIVING COMMERCIAL REVENUE WITH VISUAL ASSISTANCE1314CHAPTER 3HOW TECHNOLOGY CAN PAVE THE

42、WAYWHITEPAPERthey serve and service their customers.The investments in technology will support the total revamping of field service operations and the shift to servitization while also strengthening existing customer relationships for increased profitability through:Virtual sales enabling a personal

43、ized walkthrough of equipment customized to buyer needs.Faster resolution and better customer communi-cation facilitated by remote diagnostics and triage.Reduced downtime by quickly addressing issues before they significantly affect the customers bu-siness.Increased productivity powered by process e

44、ffi-ciencies and data-driven insights into service main-tenance.Total visibility into equipment performance and cus-tomer usage.Improved customer service creating a dynamic and interactive post-sales environment for product train-ing.Likewise,leveraging digital work order management,implementing sel

45、f-service options,and using automa-tion to optimize scheduling,dispatching,and routing is vital for differentiation and increased revenue moving forward.These effective and convenient solutions have shifted both customer and field technician perspectives and theres no sense in returning to outdated

46、practices,especially when everyone else in the industry is thinking ahead.Those who have invested in these solutions are already ahead of the curve,becoming more digitally mature,expanding their offerings,unlocking new revenue streams,and future-proofing their business against cri-ses.And their peer

47、s must follow suit to keep up.The world will not return to business-as-usual for a while and many dont intend to do so at all.Despite these technology solutions that are transform-ing field service into a digitally mature landscape,col-laboration and communication remains a challenge for many.And wi

48、thout collaboration,its almost impossible to harness the full potential of field service technology.Among field service professionals,only 33%consider their ability to collaborate with their colleagues as excellent.This leaves as many as 67%of field service profession-als unsatisfied with their coll

49、aboration abilities,show-ing that theres huge room for improvement.Fortunately,advanced remote collaboration tools,such as visual assistance,can facilitate better communication,prob-lem resolution,and education in real time.The majority of businesses have started to rethink every-thing from working

50、condi-tions to the way they serve and service their customers.DRIVING COMMERCIAL REVENUE WITH VISUAL ASSISTANCE1516CHAPTER 3HOW TECHNOLOGY CAN PAVE THE WAYWHITEPAPERChapter 4.Driving Commercial Revenue for Your Field Service Organization with Visual AssistanceFor problems that cannot be solved remot

51、ely,visual assistance provides more accurate assessments,en-suring that the right technicians and equipment are deployed.Visual assistance also reduces training times and mitigates skills gaps with technicians by enabling instant collaboration and mentorship between on-site field technicians and rem

52、ote experts.Other benefits include:Increased profitability and reliability for customers relying on operational machinery and equipment in the field.Improved training and knowledge share among experts with strong technical skills and technicians in the field who need remote support.Enhanced customer

53、 and field technician safety by eliminating the need for in-person visits and mini-mizing potential hazards.Reduced overhead and optimized workload for field service technicians by minimizing the need for on-site visits and enabling them to prioritize cus-tomer demands accordingly.Visual assistance

54、platforms employ video technology alongside technolo-gies like AR and AI to help contact cen-ter agents and field service technicians provide remote support to the field.Field service organizations can utilize visual assistance to eliminate unnecessary in-person visits while providing virtual suppor

55、t on-demand.DRIVING COMMERCIAL REVENUE WITH VISUAL ASSISTANCE18DRIVING COMMERCIAL REVENUE Improved Customer Satisfaction as issues can be fixed faster and machine downtime can be drasti-cally reduced.Environmental sustainability as a direct conse-quence of dispatching fewer trucks,minimizing emissio

56、ns,and reduced parts wastage.Beyond the benefits,visual assistance can be deployed in a variety of ways to boost field technician productivity and customer satisfaction.Some of the use cases for visual assistance include:Pre-visit site inspections,which allow field techni-cians to remotely evaluate

57、a customer site and deter-mine how much time they need and what tools are necessary to successfully solve the issue on the first site visit,thus improving the first time fix rate(FTFR).Remotely assisted repairs,which enable technicians in the field to immediately reach out to an expert who can guide

58、 them in real-time.Self-guided maintenance,which incorporates digital process automation,AR and AI to empower techni-Visual assis-tance can be deployed in a variety of ways to boost field technician productivity and customer satisfaction.cians and customers in the field with step-by-step instruction

59、s needed to complete their work order or product issue.Inspection and quality assurance(QA),using live video to evaluate and sign-off technical work while also storing data and media files for future reference.Training and knowledge retention,by collecting all necessary data and documentation from a

60、n aging workforce and using it to train younger or less expe-rienced field technicians.The cherry on top is that visual assistance adds more value to service contracts.And this is significant for FSOs that have transitioned or want to transition to servitiza-tion as a business model.For both parties

61、 involved in the service agreement,visual assistance is a reassurance that streamlined service will be delivered anywhere,anytime.It is also a key differentiator for customers as it helps them ensure high availability and uptime for their business,which in turn drives up their levels of satisfac-tio

62、n with the service provider.For field service companies,visual assistance can be converted into a commercial product that expands ser-vice contract sales by offering it as a:Part of the service agreement or premium level feature with responsive 24/7 emergency service,which is of great value for comp

63、anies and customers that are sensitive to costly downtime.Free visual assistance trial during warranty(from free to fee),highlighting the monetary value of the service,and with the option to continue accessing the product for a fee after the trial ends.Real-world example:Koenig&Bauer,the worlds lead

64、ing manufacturer of printing press equipment,includes SightCalls The cherry on top is that visual assis-tance adds more value to service contracts.DRIVING COMMERCIAL REVENUE WITH VISUAL ASSISTANCE1920CHAPTER 4DRIVING COMMERCIAL REVENUEWHITEPAPERvisual assistance as a free service during the one year

65、 warranty period for its machines.Customers have the option to access a video session with a remote expert who has a robust set of AR and AI tools and features at their disposal to aid in trouble-shooting and self-repair.When an in-person visit is required,the process is streamlined by determining e

66、xactly what the issue is and the tools required to issue a first-time fix on-site.The data collected on reduced machine downtime and first-time fix rates can help justify the need to upgrade to a compre-hensive service agreement once the warranty period has ended.Add-on service included in pay-as-yo

67、u-go pack-age for ad-hoc visual support,which is an option for customers who might not be able to pay for a full-service agreement upfront,but want to minimize their risk if and when their equipment should fail.Real-world example:Sciex,a global leader in mass spectrometry,offers its customers a pay-

68、as-you-go visual support ser-vice product portfolio to generate additional reve-The world will not return to business-as-usual for a while and many dont intend to do so at all.We didnt want to just use visual assistance to help us resolve technical issues,we wanted to convert it into a commercial pr

69、oduct or as a tool as part of another set of products from Sciex.“Rod Minett Senior Director of Service&Service Innovation at SciexDRIVING COMMERCIAL REVENUE WITH VISUAL ASSISTANCE2122CHAPTER 4DRIVING COMMERCIAL REVENUEWHITEPAPERnue when a customer forgoes taking out a full service contract.Reducing

70、 risk for the customer and deterring them from seeking out a 3rd party to initi-ate a fix when problems arise with their machines,Sciex has turned their visual assistance investment into an add-on service with a cost that is often very attractive to their customers.White-Glove training and onboardin

71、g solution for equipment or machine operators and technicians.Improve customer satisfaction and increase the sale price by tying a value-add customer success package onto the purchase of the equipment.Satis-fied customers who fully understand the use of their product are more likely to remain custom

72、ers and order more in the future.Additionally,enter-prise-grade visual assistance platforms allow FSOs to collect and share service data including record-ings and documentation that can be used as train-ing material for workers handling equipment or machinery.Giving customers a chance to test visual

73、 assistance or experience it as a part of their pay-as-you-go package enables them to recognize the value it provides,increas-ing the likelihood of the customer purchasing service contracts in the future.Allowing a customer to sample the value of visual assistance is a smart and effective strategy t

74、hat can foster customer loyalty and boost ser-vice contract sales in the long term.When included in service agreements,visual assistance creates a competitive advantage for FSOs through its potential to boost commercial revenue.Initially,some FSOs invested in visual assistance to ensure business con

75、tinuity in times of crisis.But now,theres a unique opportunity to increase the return on investment by offering visual assistance to customers as a service.Visual assis-tance creates a competitive advantage for FSOs through its potential to boost commer-cial revenue.Visual assistance is free during

76、our warranty period and then after that we have two different options for the customer.After the warranty they can use the remote hotline via a pay per use charge,or sign-up for a remote maintenance service contract where visual assistance is included.Once our non-contract customers have used the pa

77、y per use service three times,its actually cheaper for them to take out a full service contract with us.“Thomas Goecke Head of Digital Business Transformation at Koenig&BauerDRIVING COMMERCIAL REVENUE WITH VISUAL ASSISTANCE2324CHAPTER 4DRIVING COMMERCIAL REVENUEWHITEPAPERBeyond service agreements,vi

78、sual assistance also shows promising use as an avenue for remote sales.Manufacturers like Lincoln Motor Company have inte-grated video into new online shopping experiences,giv-ing their sales team the ability to walk buyers through a showroom tour as if they were onsite.For manufacturers of heavy eq

79、uipment and machinery,this opens up the opportunity to improve sales by bringing your showroom to the home or office of the customer.The capabilities provided by visual assistance are vital in todays business landscape.Both FSOs and custom-ers can draw value from video technology to increase profita

80、bility,reliability,safety,and customer satisfaction.Visual assistance helps customers ensure high avail-The capabili-ties provided by visual assis-tance are vital in todays business landscape.Visual assis-tance helps customers ensure high availability and significantly reduces the cost of unplanned

81、downtime.ability and significantly reduces the cost of unplanned downtime.Simultaneously,it enables FSOs to take a more proactive approach and expand their service offerings.FSOs are increasingly moving away from the break-and-fix model and embracing servitization to provide supe-rior customer servi

82、ce and experience.Visual assistance can support FSOs in this transition.Its not only easy to commercialize and offer as a service,but its also an advanced piece of technology that facilitates proactive maintenance,remote repairs,quality assurance,and improved FTFRsall of which is becoming the norm i

83、n a digital-first world that is still recovering from a global pandemic.DRIVING COMMERCIAL REVENUE WITH VISUAL ASSISTANCE2526CHAPTER 4DRIVING COMMERCIAL REVENUEWHITEPAPERAbout SightCallSightCall is the worlds leading augmented-reality powered video cloud platform,delivering live,remote interactions

84、between businesses and customers on every continent around the globe.In a connected,mo-bile-first world,businesses leveraging SightCall have the ability to see what their customers see and guide them remotely.With over 10+years of experience in remote video assistance,SightCall helps businesses tran

85、sform their customer service and field service operations with the power of AR,AI and live video.About CopperbergHerbert Spencer once said:“The great aim of education is not knowledge,but action”.Copperberg creates physical and digital platforms bringing together the manufacturing community in order

86、 to grow and build relationships globally.During the recent global pandemic,we have been focusing on virtual events and digital content ensuring our commu-nity remains connected.So,how do we actually do that?On a daily basis,we work hard to improve,develop and innovate our concepts and original content in order to ensure the best hands-on,real-life strategies for all our community members.Our ambition is to provide ideas,networking,and industry exchange between peers,that inspires and leads to DRIVING COMMERCIAL REVENUE WITH VISUAL ASSISTANCE2728WHITEPAPERABOUTABOUT