Answering the Customer Engagement Riddle in the Era of Pervasive Automation

The Evolution of Automation

Henry Ford’s mechanized assembly line in 1913 introduces a quantum leap in productivity

Increased importance of mechanization and automation

A Brief History Lesson

Down-side Margin erosion for car makers

Increased competitive pressures

Upside Affordable cars Increased worker productivity

As more devices become popular:

More vendors join the ecosystem contributing to a heterogeneous device environment

Costs to consumers go down

Why this matters in the M2M world

Commoditization – A Race to the Bottom Margin erosion for the whole eco-system

Expanded scope of support expected from carriers due to heterogeneous device environment

M2M Devices and the commoditization challenges

ResultBetter prices and wider choice for consumers

Commoditization and impersonal

support are inevitable results of

automation and this has shifted

customer service from a “must have” to

something provided as an “afterthought.” Emergence of support request

deflection culture due to an assembly

line approach to customer support.

Facing the commoditization challenge

Support automation and its unintended consequences

Any customer can have a car painted any color that he wants so long as it is black.” “ Henry Ford

Customer experience as a differentiator New revenue streams by leveraging

customer and device intelligence. Monetization of out-of-scope

opportunities to offset margin erosion.

Mitigation Strategies

Combining the human touch with intelligent automation

Digital Service Cloud is a knowledge

infused support automation system,

which enables next generation of

support for over 500 technologies

Knowledge Infused Support Automation

Device information and customer interactions unified to drive knowledge driven automation

Benefits Improved customer engagement Reduced costs New revenue opportunities

Multi-Channel Customer Engagement Mobile and Desktop Apps Social & Collaborative Tech Support

Support Automation Real Time Monitoring Analytics

Call Monetization Self Help Portal Managed Services

Communicate Listen, analyzeand engage…

Empower

Tech support solution

Proactively monitor, maintain, and remotely manage a customer'sconnected digital devices

Reporting and business analytics

Enable customersTo help themselves

Adopt the best technology, people and practicesIncrease the average

revenue per user through new high-margin income streams for your business.

Monetization

Device monitoringAnd management

Digital Service Cloud Features

At the point of need via phone, chat, email, or social media.

Single click instant access through apps Customers

on social media platforms.

13 million service requests are baked into the code for automation and standardization.

In real-time and evaluates trends against historical performance by generating a number of operational reports.

Self-help knowledge portals which can be white-labeled and customized for your customers

The best technology + contact center agents coupled with a skilled team that brings best practices from the world’s leading provider of tech support.