Commoditization and impersonal support are inevitable results of automation. Here’s how you can build your business around automated support, enhance customer satisfaction and create new revenues.

1. Answering the Customer Engagement Riddle in the Era of Pervasive
Automation

2. A Brief History Lesson
The Evolution of
Automation

Henry Ford’s mechanized assembly line
in 1913 introduces a quantum leap in
productivity

Increased importance of mechanization
and automation
Upside


Affordable cars
Increased worker productivity
Down-side

Margin erosion for car makers

Increased competitive pressures

3. Why this matters in the M2M world
M2M Devices and the
commoditization challenges
Commoditization – A Race
to the Bottom
As more devices become popular:

Margin erosion for the whole eco-system

Expanded scope of support expected
from carriers due to heterogeneous
device environment

More vendors join the ecosystem
contributing to a heterogeneous device
environment

Costs to consumers go down
Result
Better prices and wider choice for consumers

4. Facing the commoditization challenge
Support automation and its
unintended consequences

Commoditization and impersonal support
are inevitable results of automation and
this has shifted customer service from a
“must have” to something provided as an
“afterthought.”

Emergence of support request
deflection culture due to an assembly
line approach to customer support.
“
Any customer can have a car painted any color that he wants so long as it is black.”
Henry Ford

5. Mitigation Strategies
Combining the human
touch with intelligent
automation

Customer experience as a differentiator

New revenue streams by leveraging
customer and device intelligence.

Monetization of out-of-scope
opportunities to offset margin erosion.

6. Knowledge Infused Support Automation
Device information and customer
interactions unified to drive
knowledge driven automation

Digital Service Cloud is a knowledge
infused support automation system,
which enables next generation of support
for over 500 technologies
Benefits

Improved customer engagement

Reduced costs

New revenue opportunities

7. Digital Service Cloud Features
Multi-Channel Customer Engagement
Mobile and Desktop Apps
Social & Collaborative Tech Support
Communicate
Empower
At the point of need via
phone, chat, email, or
social media.
Single click instant
access through apps
Listen, analyze
and engage…
Support Automation
Real Time Monitoring
Analytics
Tech support solution
Device monitoring
And management
Reporting and business
analytics
Proactively monitor,
maintain, and remotely
manage a customer's
connected digital devices
In real-time and evaluates
trends against historical
performance by generating a
number of operational
reports.
Call Monetization
Self Help Portal
Managed Services
Monetization
Enable customers
To help themselves
Adopt the best technology,
people and practices
Self-help knowledge
portals which can be
white-labeled and
customized for your
customers
The best technology + contact
center agents coupled with a
skilled team that brings best
practices from the world’s
leading provider of tech
support.
13 million service requests are
baked into the code for
automation and standardization.
Increase the average
revenue per user
through new highmargin income streams
for your business.
Customers
on social media platforms.