M2M monitoring records the product life cycle, and provides a new way for manufacturers to interact with customers.
Increasingly, manufacturers will become service providers and will need to offer a range of new services, including repair and maintenance, energy management, remote diagnostics, financing, and information management. In addition to keeping customers satisfied, this positioning will provide manufacturers with better information to improve product designs, such as usage-tracking behaviour, demographics, and product management.
Networked devices will also build a more informed and precise approach to customer service that will ultimately enhance all of a company’s interactions. Instead of using expensive field assets such as people, trucks, equipment, fuel or time to fix a machine or appliance, manufacturers will be able to remotely diagnose and order parts for repair.
In some cases they can even provide fixes without visiting a customer site, resulting in timelier problem resolution, which saves everyone money by avoiding expensive maintenance visits.