Remote machine problems

Remote machine problems cause poor relationships with customers. Poor customer service yields customer retention problems and lost business.

customer machine problems

Manufacturers, Systems Integrators, Value Added Resellers (VARS), Service Operators and end customers are all fundamental to the success of businesses.

However a combination of remote machine problems contribute to poor customer service and lost revenues as a result of the design, manufacture, installation, maintenance and general operation of the equipment.

Common remote machine problems

  • Downtime issues
  • Slow response to remote machine problems
  • Multiple calls to fix the same problem
  • Reliability problems
  • Operational and supply chain inefficiencies
  • Poor logistics
  • Abuse of use
  • Security issues
  • Slow manual collection of data, often out of date.
  • Lengthy update/roll-out process for new information

Simple information can be derived from any remote equipment

  • How is the remote equipment used?
  • Does the machine need maintenance?
  • Is it about to fail?
  • How long have the remote machines been running?
  • Has it been operated outside of permitted limits?
  • Are the consumables running low and what needs replenishing?
  • Who used the equipment when and are they authorised?
  • Is the information displayed up to date?
  • When was the machine last calibrated and serviced?
  • Has it been configured and set up correctly?

Can you gain access to the machine to collect data?

  • Remote machines are maintained by service operators
  • Retailers and end customers own the equipment, and see no immediate value in collecting and supplying data.

Not only are the machines in remote locations but in many cases manufacturers are one step removed.