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Smart, connected products: How to set up a successful service paradigm

August 29, 2018 / Boris Shiklo

Smart, connected 'things' can report their current state and send alerts when problems appear. However, these products are still not intelligent enough to work without human participation, and a certain degree of monitoring, control, and maintenance is needed anyway, which can be an additional burden for vendors. In such a situation, vendors can resort to independent service providers who focus on similar products from different vendors. Service organisations, in their turn, may find new opportunities in dealing with smart, connected products (including facilitated monitoring and better planned repairs based on analytics results) and be proactive in offering their services to vendors. Regardless of the motives and initiators of new partnership, this endeavour has its specifics, which need to be considered to make cooperation continuous and fruitful.