A field service engineer with a propane delivery and fulfillment company just left a customer site. Unfortunately, it was a wasted trip because the issue was different from what had been reported, so he didn’t have the right parts in his truck to fix the problem. He needs to go to the warehouse to get the part, but it’s the end of the day, and he won’t be able to return to the site. He is the only available engineer who knows how to fix this specific problem, but with other scheduled appointments taking priority, he may not be able to fix the issue for a couple days. This delay affects the customer’s operations.
On the other side of town, an HVAC company gets an alert that a temperature gauge at a customer site has failed. The dispatcher checks availability of nearby field service engineers trained in replacing this piece of equipment and sends a message to deploy that person to the location. The technician arrives quickly, with parts in hand, and fixes the gauge before the customer even realizes there was a problem. When he is done, he confirms his next assignment on his phone, which triggers a notification to the customer that he is on the way.
How is this company able to provide a completely different level of service for their customers than the other company? By leveraging the Internet of Things (IoT).
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