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Framework

Navigating the Remote Services Continuum

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April 26, 2024

Overview

Challenges
In transitioning to service-oriented models, many support organizations struggle to collect and use data effectively The three-step strategy outlined in this report provides a structured approach to leveraging equipment telemetry in order to enhance customer outcomes.
Summary
The Remote Services Continuum framework developed by TSIA provides a structured approach to help manufacturers transition from traditional products to service-based offerings in the digital age. By leveraging equipment telemetry, companies can enhance service efficiency, optimize processes, and ultimately achieve better customer outcomes, resulting in increased revenue and reduced operational costs.

Included in the full report

Service Efficiency Focus:

Initial efforts should aim to reduce service delivery costs and promptly address service incidents through effective remote monitoring and diagnostics.

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Process Optimization Importance:

Building on service efficiency, companies must enhance product utilization and proactively prevent issues to minimize unplanned downtime.

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Fostering Customer Outcomes:

The ultimate goal is to assist customers in achieving tangible business results, including increased revenue, reduced costs, and risk mitigation.

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Data-Driven Challenges:

Both process optimization and customer outcomes require overcoming barriers related to data availability and understanding complex customer workflows.

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Value Proposition Evolution:

Organizations must adapt by embracing value-based pricing and deep analytics, positioning themselves to meet customers' changing expectations and enhance loyalty.

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