Capital Equipment News March 2019

EDITOR'S COMMENT

TECH REDEFINES SERVICE; PEOPLE REMAIN AT THE CENTRE OF RELATIONSHIPS

T he service regime in the capital equipment sector is changing rap- idly. While conventional services such as selling spare parts and aftersales services like conducting repairs, reconditioning equipment and day-to-day maintenance remain crucial, digital trans- formation – mobile and wireless devices empowered by telematics and the Internet of Things (IoT) technologies – is changing the face of service. Competitive equipment suppliers know that it’s all about speed, agility and reliability, with the bigger picture – uptime – in mind. Delivering all this requires a digital approach to service – a growing concept globally. In line with global trends, the local supply chain has made significant headway as far as digital transformation is concerned, especially in the area of service. Interconnected telematics systems have contributed tremendously to the optimisation of the industry. They have increased driving efficiency via real- time communications. By leveraging GPS and other navigation applications, drivers are directed to open roads, away from high-traffic routes to avoid delays. Telematic technologies have also helped reduce vehicle and equipment idle times and maintenance costs, while enhancing vehicle performance and security. Augmented Reality is also changing the entire landscape in the industry. To give an idea, I recently spoke to two companies aiming to increase their service turnaround times significantly this year by adopting Vuzix smart glasses. Vuzix glasses are just like sunglasses, but you can see a projection of information on the screen inside, allowing technicians

to see inside machines operating hundreds of kilometres away. This will significantly increase uptime and eliminate the need for technicians to drive for long distances to solve issues they can remotely take care of. enhancing the service capabilities of the supply chain. However, I am of the view that people will remain at the centre of customer relations. New technologies will significantly help reduce response times, but customer interaction on a personal level will remain as crucial as ever. A simple site visit, not necessarily to solve problems, is significant enough to ensure an end user that their business is still important to the provider. It is, therefore, important that, despite the availability of service-enhancing technologies, the supply chain still dedicate enough customer-facing time for its people. Equipment suppliers know that providing positive experiences for their customers can dramatically impact their growth and, therefore, a strong customer relations focus is essential. It can help service providers develop customer loyalty and improve relationships with their valued customers. Good customer service is not only about offering technologies that help improve processes, it also entails managing the perceptions and expectations of your customers and giving them the positive experience of doing business with you. Digital transformation should be about leveraging technology, but people remain at the core of relationship building. The old adage ‘people do business with people’ still holds true! Of course, there is no denying the importance of these technologies in

Munesu Shoko – Editor

capnews@crown.co.za

@CapEquipNews

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