Remote experts

Industry: Manufacturing Region: EMEA Technology: UC + Webex Teams

Making the experience simple and easyA major European medical device manufacturer needed to increase its machine and field service efficiency and decrease its service costs to remain competitive in its market.It had originally installed a remote machine along with Webex Teams for every desktop operator, enabling ticket creation for service requests and potential consultations. However, the organization’s employees found the new technologies frustratingly complex, so the company reached out to the Cisco CADI services team to find a solution.Our team observed the business requirements and fully analyzed all possible routes for success. It then decided on developing a “Remote Expert” to assist desktop operators in their daily activities. Take the next step upThis Cisco Remote Expert helped to:

Create a single-pane–of-glass for all incident requests

Aggregate all meetings, recordings, files, participants, chats, and ticket descriptions in one place

Automatically assign users to a type of ticket based on expertise and location

By 2020, 60% of the top manufacturers will rely on digital platforms that enhance their investments in ecosystems and experiences and will support as much as 30% of their overall revenue

Industry Week

As a result, the manufacturer was able to increase:

Service revenue growth by 20-30 percent

The number of machines covered by engineers by 10-20 percent

“Mean-time-to-repair” (MTTR) efficiency by 75 percent while collecting more data for predictive service improvements in the future