Service Automation - an Overview

Service automation is the base for constructing an active data center which accelerates the response time of business as well as ensures that an organization recognizes the cloud computing promise. The main goals of using service automation technology are to increase the business agility, to improve the service delivery and to reduce the risk and cost of business. Service Automation method also helps the service representatives to manage, capture, and resolve the requests of customer support without losing the sight on cross-selling and up-selling opportunities.

The key features of a service automation technology:

• This technology offers various information to the customers in a controllable and secure manner
• Ability to update the information automatically
• Ability for the consumers to log request or service requests for searching articles or information in the knowledge base

The work of the service automation

Various kinds of works are performed in an organization by using the service automation. Go through the article to know about them:

• Understanding the customers - Service automation technology can help companies to get information volumes like purchase history of the customer, customer needs, dropped calls, performance levels of the staffs on interactions with the customers. Therefore it helps in the identification of the priority customers and their requirements.

• Automate resources - Managing support and customer service become a heavy task when the businesses grow. In this time a company can create, queue, route, track and response by using service automation technology and can increase the level of productivity enormously.

Benefits of using service automation:

• This technology allows the users to save cost and implement rapidly irrespective of the unique complexities and service processes.
•  This technology helps to improve the process of communication between a business and its customers
• It permits the users to determine the customer investigations in a repeatable and personalized manner to accelerate incident resolution by satisfying the customers.
• It allows full support to its external and internal users to find better solutions and information
• Remote service automation reduces the operational and communication costs of the organizations
• The service automation technology also provides a complete view to the customer service groups of organizations on every customer interactions to offer proactive support and anticipated service.
• This service also reduces the helpdesk load by minimizing the service and sales costs

So, no more waiting! Start using service automation technology to increase the consumer value while dropping the business cost.

Remote Device Management—An ever increasing necessity

Gone are the days when computers and devices functioned as a 'stand alone' island. Today we see innumerable complex devices all interconnected to perform in sync. It all started when computers were linked to each other via a network, making it easy for the users to share, store and distribute information. The use of internet grew at an amazing rate and devices like automated teller machines, digital kiosks and vending machines came into existence. At this juncture, Remote Device Monitoring (RDM) also known as Intelligent Device Management has a major role to play. Such applications allow equipment manufacturers to manage and monitor remote systems, products and equipment over the internet.

If we take the manufacturing industry into consideration, modern plants have hundreds of devices. Each of these machines or equipment needs to be monitored. Before, a machine was left unattended until it broke down and a technician had to be sent to repair it. Today, with technological advancement, a remote diagnostics management software does it all for you.

We will now try to identify the benefits that can be derived by implementing remote diagnostics management. The first and the foremost is to lower the maintenance cost and improve the performance of networked system and devices. Enterprise application in combination with embedded integration allows predictive behaviors to be monitored and supervised. Remote monitoring of devices also maximizes customer satisfaction minimizing the total cost of ownership. RDM also helps in recognizing the ROI or the Return On Investment. By remotely monitoring devices, it can cut down the cost and frequency of customer visits.

Successful implementation or remote device management can help the vendors predict well in advance when their customers would need their service and replenishment. These data can be stored and later on compiled and used for future business planning and customer service management. Remote device or intelligent device management is usually scalable. At first it is device centric and as it develops incorporates the enterprise point of view.

If properly implemented remote device management can turn any business into a proactive one by increasing operational efficiency and a cheaper price. It streamlines the data control and assists in easy data retrieval with compromising on security. It gives a dashboard view of performance, thus leveraging enterprise management. ROI can be realized within months of implementing remote device management. Remote diagnostics management is used across multiple industries like healthcare, automation, machinery, instrumentation and security.

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