Complex products have complex problems!
Unfortunately, the only way to solve such problems today is with highly trained personnel and time. Current methods include:
1) On product data and event logging
2) Remote product access
3) Remote field tech support
4) IoT cloud connectivity
All with varying success and their own unique set of challenges. For example:
Product logs are useful but finding the right information in the right log can often be time-consuming and frustrating.
Remote Access, which provides skilled technicians with access to physical products, is becoming less and less available as the cybersecurity threats of today’s world multiply and the risks associated with a data breach grow. Even with access, technicians still face the challenge of identifying the right diagnostic information and using their expertise to parse its meaning.
Remote Field Technician support provides a more experienced product expert at the disposal of field technicians who have varying skill and training level, to aid in the troubleshooting process while onsite. While this helps to prevent site revisits, it increases the costs of already expensive support activity.