Menu
Internet of Things set to become “cornerstone” of excellent customer service

Internet of Things set to become “cornerstone” of excellent customer service

"The success of IoT enables and is dependent on strong customer service and support."

The Internet of Things (IoT) is rapidly interlacing with every business and consumer product.

So much so that the success of IoT enables and is dependent on strong customer service and support.

According to analyst firm Frost & Sullivan, IoT can create a strong return on investment (ROI) by reducing support costs, increasing customer loyalty and referrals, uncovering insights to cross-sell or up-sell to customers, and developing customer-appealing products.

Frost & Sullivan forecasts that there will be 50 billion connected devices (IoT) globally by 2020 with IoT already spawning device-as-a-service business lines as advantages, including valuable new data streams and an unprecedented level of control over products for customers and suppliers catch on.

“IoT is the development and convergence of many communications and computing technologies including, but not limited to analytics, cloud computing, machine-to-machine, remote access, and high-bandwidth wireless applications,” says Brendan Read, Customer Contact Industry Analyst, Frost & Sullivan.

“IoT is a new and dynamic layer that by providing critical information and process management has the potential of enabling increased business growth.”

To establish IoT in customer service, Read believes solution providers and user companies must ensure that IoT systems are highly interoperable without silos, and have secured information and operations.

They must determine which products or processes need to be connected to the rest of the organisations through IoT.

In addition, Read says they have to realistically budget for IoT investments, including infrastructure, customer service, support, analytics, big data and trained staff.

“Furthermore other issues must be foreseen and addressed, including power and cabling, application complexity, multichannel connectivity, data management and privacy,” Read adds.

“Doing so now, as IoT is taking off rather than when it matures, will minimise challenges and increase ROI. IoT will form the foundation for effective customer service.

“Facilitating highly functional, intuitive, scalable, reliable and secure customer service applications through IoT, will be where the rubber finally meets the road that will get businesses to where they want to go.”

Follow Us

Join the New Zealand Reseller News newsletter!

Error: Please check your email address.

Tags dataInternet of ThingsFrost & Sullivanbig data

Slideshows

Top 50 defining moments of the New Zealand channel in 2016

Top 50 defining moments of the New Zealand channel in 2016

Reseller News looks back on a tumultuous 12 months for the New Zealand channel, assessing the fallout from a year of sizeable industry change. Whether it be local or global mergers and acquisitions, distribution deals or job changes, the channel that started the year differs somewhat to the one set to finish it - Reseller News assesses the key moments that made 2016.​

Top 50 defining moments of the New Zealand channel in 2016
​Hewlett Packard Enterprise honours high achieving NZ channel

​Hewlett Packard Enterprise honours high achieving NZ channel

Hewlett Packard Enterprise honoured its top performing Kiwi partners at the second running of its HPE Partner Awards in New Zealand, held at a glitzy ceremony in Auckland. Recognising excellence across eight categories - from distributors to resellers - the tech giant celebrated its first year as a standalone company, following its official split from HP in 2015.

​Hewlett Packard Enterprise honours high achieving NZ channel
Nutanix treats channel partners to Christmas cruise

Nutanix treats channel partners to Christmas cruise

Nutanix recently took to the seas for a Christmas Cruise around Sydney Harbour with its Australia and New Zealand staff, customers and partners to celebrate a stellar year for the vendor. With the sun out, they were all smiles and mingled over drinks and food.

Nutanix treats channel partners to Christmas cruise
Show Comments