FSM Technology is Key to Servicing Connected Home Appliances

Field Service Management (FSM) Technology Can Help Manufacturers Ensure Connected Home Appliances are Well-Maintained

Home appliances have become critical to modern everyday life, and even more so as individuals spend more time at home. From kitchen appliances and laundry machines to temperature controls and security systems, it can sometimes be easy to overlook how prevalent these systems are in residences and how much consumers depend on them for basic needs. This equipment is also becoming more technologically connected, increasing the complexity of repairs should a system fail. By utilizing field service management (FSM) technology, manufacturers can ensure that customers are receiving the best possible service to keep essential equipment well-maintained.

Master Smart Systems

Many of today’s consumer appliances have smart capabilities and are integrated with Internet of Things (IoT) technology. When these smart appliances and devices are configured correctly, they offer customers new levels of use and provide manufacturers the opportunity to remotely collect data on the status of the system. This information can help original equipment manufacturers (OEM) share courtesy alerts about preventative maintenance and preemptively schedule service visits to ensure appliances are consistently operational.

However, a challenge in leveraging IoT technologies lies in improper customer set up. Service technicians who are empowered with FSM tools, can properly configure smart features for maximum operability and boost customer satisfaction.

Some FSM solutions can communicate directly with the sensors within a smart device, diagnosing problems accurately and alerting both customers and service operators of potential issues.

Predicative maintenance alerts trigger the AI-enabled software to schedule the best suited technician, equipped with the proper parts and tools, to respond to the issue and get the customer’s appliance back up and running.

The integrated format of FSM also allows technicians to have visibility into the complete work history for any device or customer on their mobile device. This knowledge sharing allows OEMs to provide end-to-end service from appliance delivery, setup and repair for the best possible customer experience.

Expedite Customer Response

The home appliance OEM industry is highly competitive and forces manufacturers to provide exceptional service to preserve existing customers. When a customer requests maintenance to an appliance they use everyday, a manufacturer’s response must be immediate if they wish to preserve the relationship. The main complaint from consumers is low first-time fix rates and long waiting times. By implementing FSM software, OEMs can ensure that the minute a client request comes in, the most qualified and closest technician is automatically dispatched to service the failed equipment.

Another common aspect of appliance maintenance that effects brand perception and customer relations is the need for manufacturers to service appliances under warranty. Service technicians will not only need to repair the equipment in question, but process warranty claims as a business representative. Service management software allows providers to spread requests through a hybrid workforce that protects warranty reserves and improves operations and service profitability. FSM integration also provides manufacturers the opportunity to offer consumer portals to customers to take control of their service journey.

Self-service portals offer transparency to customers and provide a central location to access warranty coverage, personalized scheduling and real-time notifications on service updates for increased client control. These tools let OEMs deliver on customer expectations and cultivate a seamless service experience.

As dependency on technologically advanced home appliances increases, it is important to enhance the level of service for each customer when repairing or monitoring home equipment. Manufacturers can transform the customer experience by capitalizing on the available data and connectivity of smart appliances. Using automated FSM technology, which provides a connection point for appliance operational data, manufacturers can analyze, predict and intelligently schedule highly skilled service technicians to resolve product issues at the customer’s convenience, increasing their value offering and customer retention.