Latest News  

TELUS International Europe: More proactive, personalized customer experience, thanks to the Internet of Things (IoT)

Industry research is apt to say we're on the cusp of a future full of "smart" devices — that is, billions of everyday items embedded with wireless internet connectivity

2017-03-27 21:40:13





Grégoire Vigroux
Vice-President Marketing of TELUS International Europe


While different research firms have made very different projections, we're looking at an average of about 30 billion Internet of Things (IoT) devices by 2020.

While it may sound futuristic, in reality, that future is already here. Today, wifi-enabled fridges with touch screens let you manage your groceries, electric cars receive automatic software updates while you're sleeping and industrial machinery is being redesigned with embedded sensors that can communicate with maintenance teams on the other side of the world.

But the implementation and adoption of IoT-related technology has not been a seamless experience. A recent report from Forrester on boosting customer service with IoT shared several key problems experienced by the connected customer. First, inane workarounds affect many products and services. The first iteration of a keyless entry system, for example, required more time and effort than using a traditional key to unlock the door. Then, there have been infuriating connection outages that threaten reliability and drive initial adopters back to their internet-free devices. And finally, there are the elaborate maintenance requirements caused by an interconnected ecosystem of devices which customers and contact centers have not yet grown accustomed to.

To combat these and other issues, companies are changing the way they build and train their customer service teams in an effort to anticipate customer needs before they reach out for help.

The growth of predictive support


Embedding sensors into product mechanics is changing the workflow of customer service delivery. "The Internet of Things is causing this shift in customer experience operators working from a reactive mode to a proactive mode," says Michael Martin, a senior executive and IoT lead at IBM.
This is particularly true at the industrial level— a space occupied by machines often worth millions of dollars — where IoT has changed the delivery of customer service in its entirety.

Typically, maintenance in the industrial sector has meant calling in a problem and having the company send out a technician to troubleshoot and repair the issue on the ground. Connected products, however, enables the remote monitoring of certain parts, allowing the manufacturer to know if and when something is not performing as it should. For example, Michelin has embedded sensors into the tires it sells to trucking and transport companies to track tire tread and air pressure. The sensors can identify an issue or area of concern well before an actual problem arises.

This shift from reactive to predictive customer service has changed the role of the service agent. "It's not about people cranking wrenches and fixing a physical product anymore," says Eric Snow, senior vice-president of PTC, a global provider of IoT and augmented-reality technology. "Now customer success is about finding people who are much more skilled at helping a customer do their own self-service and make their own fixes."

The evolution in service has also meant a change in service level agreements, explains Snow. Instead of charging per call, companies are now offering packaged service plans for customers — similar to how the music industry jumped from album downloads to monthly digital-streaming subscriptions like Spotify.

Big data means better customer service


The abundance of information produced from connected devices is seemingly infinite, resulting in the expanded role of the customer service agent.

IBM's Martin sees those in a customer service role as "super experts" based on the amount of data at their disposal and points to one of his clients, a large government-owned utility, as an example. "If the customer is going on vacation, they might have sensors that can detect leakage, letting the operator be predictive or proactive in getting ahead of the problem," he says.

As a result, the utility now educates its operators to think beyond the standard customer service manual in an effort to provide a more holistic customer experience. "They're teaching [agents] to interpret the data available to them from the sensors," says Martin. That kind of data could tip off a customer service representative to an old appliance using an excess level of energy, for example. In addition to flagging this to the customer, the agent might also be able to suggest an eligible government disposal program.

New skills required


A more holistic delivery of service is not the only change in a world with connected devices. In some scenarios, IoT has changed the role, expectations and skillsets of customer service agents entirely.

Ken Herron, a renowned IoT expert and the Chief Marketing Officer of IoT messaging company Unified Inbox, points to the massive, sprawling malls of Dubai as an example. "They employ large amounts of staff to help customers locate their cars in the enormous parking lots they've built," Herron says. His company makes technology that allows mall-goers to text their license plate numbers to a camera in the parking lot. That smart camera will then look up their plate number, identify where they parked their car and even produce a map they can review on their smartphones with the quickest route back to their car.

With this system in place, the need for a large number of parking lot attendants evaporates. Those who remain won't need to show people to their cars; rather, they'll be in a position where they can up-sell premium parking spots to shoppers, and help them navigate the app.

In the end, as more connected devices come on to the market, the shift in customer service will become more apparent. Customers' relationships with brands are already changing from a purchase-support model, to a proactive and personalized experience. Hiring and developing personable and technology-forward support staff will become more crucial as more everyday items are plugged into the internet.

Related articles: www.telusinternational-europe.com /
www.telusinternational.com


0 COMMENTS ^ Go back to Top
WRITE A COMMENT ^ Go back to Top
 
Your email address will not be published.
Nickname
Email
Comment
Validation Code
   
 
 
NEWS
Poll: 2018 was hard for recruiting – 29 Interviews to one hire

Nearly nine out of ten companies had a tougher time finding suitable employees in 2018 compared with previous years, interviewing an average 29 candidates before hiring one person, a poll by HappyRecruiter show

 Read Full article »
CBRE maintains its market leader ranking with 24 per cent market share on the Bucharest-based office segment

In 2018, CBRE, the real estate consultant managed 24 per cent of the Bucharest-based office market, according to a release of the company.

 Read Full article »
Philippe Beucher takes a new opportunity outside Capgemini

After 5 years spent in Capgemini, Philippe Beucher, the Romanian company's branch CEO announced he decided to take another opportunity outside of the Group as of January 15th.

 Read Full article »
Amazon expands at Iasi with 5000 sqm of offices

At the end of 2020, the American company Amazon will rent an additional 5.000 sqm office spaces at Iasi, to amount over 18.000 sqm office space in Romania, according to sources in the real estate market and quo

 Read Full article »
Accelerator programme Legal Tech Hub Vienna to offer support for legal tech companies

The law firms Dorda, Eisenberger & Herzog, Herbst Kinsky, PHH, Schoenherr, SCWP Schindhelm and Wolf Theiss, today launched the Legal Tech Hub Vienna (LTH Vienna). The unique initiative, that brings together sev

 Read Full article »
Fusion and purchase market in Romania close to 2 billion euro in 2018

The fusion and purchase market in Romania came close to two billion Euro in 2018, according to an analysis made by Deloitte Romania, based on public sources and transactions made public.

 Read Full article »
DXC Technology to Acquire Leading Digital Innovator Luxoft

End-to-end IT services and solutions developer DXC Technology and Luxoft Holding announced a definitive agreement for DXC to acquire Luxoft, a global-scale digital innovator with differentiated offerings, deep

 Read Full article »
Deloitte study: What are the expectations of the employees and how can the employers adapt to the new trends?

Demographic and technological changes are the two major trends that transform the workforce, according to the Deloitte study "Voice of Workforce in Europe", which reached out to more than 15,000 people from ten

 Read Full article »
Ascentis: The top ten HR trends for 2019

Ascentis, specializing in in integrated Human Capital Management software published the main HR trends for 2019, findings resulted from the work together with their workforce and leadership strategist Eric Swen

 Read Full article »
CBRE managed transactions of 22,000 sqm for Regus and Spaces in Romania in the past years

Real estate consultancy company CBRE announced it completed rental transactions for approximately 22,000 sqm of coworking workspaces for the Regus and Spaces brands since 2015.

 Read Full article »
 
 
MOST READ ARTICLES
» Philippe Beucher takes a new opportuni...
» The most appreciated companies from th...
» ROMANIAN OUTSOURCING AWARDS FOR EXCELL...
» The Outsourcing industry announces its...
» Amazon expands at Iasi with 5000 sqm o...
» Fusion and purchase market in Romania ...
» IBM to open its fourth business servic...
» Oracle reaches 4,200 employees and pla...
» Luxoft Romania ups turnover figure 56%...
» French energy operator Total opened su...
 
EDITOR CHOICE
KPMG study: Big data needs a big re-think: consumers are more anxious, but businesses can restore trust with greater transparency

Global KPMG study of 25,000 consumers reveals that we are embracing new technology, but are concerned about the types of data held by businesses.

 Read Full article »
Manpower: Romania's labor market, more prudent in the first quarter of 2019

More than two thirds (70 per cent) of employers in Romania anticipate no changes in the size of their payrolls in the first quarter (Q1) of 2019, the largest percentage in over two years, and this suggests the

 Read Full article »
Noni Jain, Wipro Europe: It is fundamental how you coach the employees and prepare them for the next level of an evolving organization

How do you attract and retain a globally-mobile workforce? What technologies do you need in your arsenal to get the most from the tech-savvy "Generation Y"? To drive innovation and attract and retain top talent

 Read Full article »
Engagement and inclusion through direct feedback from employees

As an example offered by Olga Botusan at Stefanini, the company implemented a satisfaction survey in previous years, and they constantly use the results and the feedback of colleagues to come up with better sol

 Read Full article »
Self-service tools in the new digitalized business ecosystem

IoT and advanced technologies, including robotics, are expected to replace all the conventional tools and systems at workplaces with their digitized versions by 2022 in all the top-ten economies of the world.

 Read Full article »
Latest News  
 
about us | newsletter | contact | members area | GDPR policy
Copyright © 2015 by Diplomat Media Events Design by Diplomat Media Events