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.
IoT Cloud Connectivity gathers information from physical products as they are used and stores them in the cloud for future use. Like Remote Access, full-time cloud connectivity is becoming less and less available. But even with situations where IoT it is still in use, key diagnostic data sources, such as log files, are often too big to capture for an entire customer base and as a result are absent from the data set.
What if there was a way to capture the right diagnostic information, analyze it at the expert level, and then provide an accurate course of action for each and every issue your organization faces – all in 5 seconds or less? RevTwo has developed just such a system that makes this possible.
RevTwo breaks with the traditional support tool and knowledge base approach. Instead of utilizing search technology, i.e. how a customer describes an issue, RevTwo does a deeper, more meaningful analysis, using actual product data. This data is the diagnostic information that your technicians would look at if they were on site or accessing the site via a remote access session. This information includes:
• Sensor readings
• System settings
• Log files
• Product output images
• Plus others
So how do we do it?
The team behind RevTwo has been doing data acquisition for products for over 20 years and collectively have over 20 patents in the area. We have pioneered several innovative ways to incorporate data acquisition into RevTwo’s AI-based issue analysis.
RevTwo breaks data acquisition into four categories each with its own benefits. They are:
2) In-product, and
4) API based
Made simple for easy deployment
RevTwo has productized each of these data acquisition mechanisms into a package we call a “Product Extension”. The RevTwo Product Extension has answered the question
“How do you make a process simple for the user without having to re-engineer the product or spend large amounts of developer effort?”
RevTwo Product Extensions encapsulate everything needed to acquire data and manage the user process for initiating a support event.
RevTwo has Product extensions for
1) Mobile apps, supporting Android, iOS, Xamarin, and Flutter, packaged appropriately as a brandable library for each platform. 2) PC based products, supporting Windows, Linux Desktop, or Mac OS, packaged as a stand-alone application.
3) Linux based products, supporting several popular embedded Linux based operating systems packaged as an application.
RevTwo Product Extensions can work independently, or in conjunction with each other, depending on the particular data acquisition approach taken.
What is a Product
Before we get into the details of how we capture data from products, it is good to understand what we mean when we use the term. Simply put, a product is a:
• Process that your company sells or uses that has support or maintenance issues. It can be physical, purely software, or a hybrid of both. Almost anything that has intelligence or has recognizable failure/issues modes is a candidate for RevTwo enablement.