A chemical supplier has 12 hours to fill a 15,000-bag production order for a new customer. During the seventh hour, the filling machine shuts down with no warning. The machine operator attempts to troubleshoot and diagnose the problem but is unable to do so. After consulting with other employees and making a call to the equipment manufacturer’s service team, the chemical supplier still does not have an accurate diagnosis. The filling machine service team is four states away, and an in-person service call is the only option. Losing a new customer, before the first order is complete, is now a distinct possibility.
Rewind. Same scenario, but the chemical supplier now has a small tablet device that connects him to live help almost instantaneously. Production is delayed only minutes. The job is done and the new customer is happy. This result is made possible through the technological innovation of the mobile service device, which takes troubleshooting, monitoring and maintaining to new heights.