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Research Report

Remote Monitoring and Proactive Support

This report is for Field Services members only

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In 2013 TSIA members reported through the Field and Support Service benchmark surveys great success in achieving operational excellence through the utilization of remote monitoring and proactive support tools. The most notable improvements reported by TSIA members included significant cost reductions, reductions in the time to resolve an incident, and improvements in customer satisfaction. In this report we will take a closer look at how successful companies are optimizing their service delivery channels in all phases of the remote monitoring continuum.
Success stories and pacesetter practices are shared highlighting how technology service providers deploy embedded diagnostics to remotely monitor the health of installed equipment, analyze equipment performance data, predict and analyze equipment failure, and trigger preventative spare parts and onsite repair events.

Authored By:

Vele Galovski

VP Research, Field Services, TSIA

Ken O'Reilly

Vice President, Research, Support Services, TSIA

Publish Date: March 12, 2014

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