Our customer-proven solutions monitor medications and food inventories for some of the most recognizable names in the industries of healthcare, food service, and transportation, and logistics. See how our solutions adapt to your industry needs.SEE SOLUTIONS
Share SmartSense Solutions with your team.DOWNLOAD BROCHURE
Work smarter. Explore our videos, webinars, and customer stories.See resources
Learn how our Sensing-as-a-Service solutions can fit your business.See brochures
Review technical specifications for our solutions.See datasheets
Call +1 (866) 806-2653 to speak with our experts or get started with a demo.CONTACT US
SmartSense was created to use the power of the Internet of Things (IoT) to help our customers protect the assets most critical to the success of their business.See our story
Create the future of IoT by joining our team.See job openings
Forward-thinking technology companies are evolving from a customer support and service model to a customer success model. In today’s fickle market economy, offering a seamless and personalized customer experience (CX) is critical for building revenue and thriving financially in these times of intense industry competition. By adopting IoT-enabled connectivity that evolves with the rapidly changing digital ecosystem, enterprise leaders can integrate a proactive CX framework with Sensing-as-a-Service data collection that continuously improves all operations delivering on CSAT.
Gartner research recently discovered that high-quality CX and positive customer satisfaction (CSAT) drive more than two-thirds of brand loyalty levels and are more influential than brand reputation and price combined. Similarly, a survey by Harvard Business Review reveals that companies with the highest CSAT ratings have generated twice as much shareholder value over the last 10 years.
Given fundamental shifts in customer demands due to e-commerce and smart technologies, businesses simply can’t afford a poor CX that puts their profit margins in jeopardy. After all, it takes only one negative experience for the average consumer to stop doing business with a brand … for good.
Sensing-as-a-Service suppliers must offer more than hardware and software specs. Much more importantly, they must partner with companies to deliver descriptive insights and prescriptive workflows that achieve their CX objectives.
For technology companies with subscription business models, mitigating churn is a top priority. A customer service model, although necessary, is by nature reactive, focusing on solving problems only as they occur. Alternatively, a customer success model takes a proactive approach that aligns outcomes with the original desires of customers, thereby actively generating revenue, savings, and value.
By using a cloud dashboard to manage operations, customer success managers (CSMs) who help their customers make faster decisions about how to leverage the technology platform improve desired outcomes. In the process, they convert their customers into raving fans, which in turn helps mitigate churn.
Given the proliferation of SaaS vendors, many of which offer similar products and services, standing out from the crowd requires more than merely providing access to data. Customers now expect solutions to produce real-time insights that are visible, understandable, and actionable. They demand the immediate corrective actions necessary to improve their business processes, increase revenue, and save labor.
Whether it’s their supply chain, sales cycle, marketing funnel, or production workflow, customers want software and hardware providers to give them more meaningful information from every segment of their operations. They need a centralized location to visualize, manipulate, interpret, and act on data.
Customers are attracted to vendors who operate as partners, who have a vision for both innovation and proactive business process improvement, and who operate transparently. With more sophisticated yet simplified insights, enterprise leaders can make more long-term decisions with greater confidence.
Customer success (CS) teams within each organization collaborate with product, R&D, sales, and marketing to drive adoption and engagement, retention and renewal, and expansion and upsell. Each of these drivers creates value for the customer.
The role of the CSM is to communicate with the customer to understand how the solution can help them achieve their set key performance indicators (KPIs). At the same time, CSMs must actively discover and present methods to generate continuous value in order to increase the likelihood of renewal.
Communication with the customer should not emphasize the solution’s technical specifications. Rather, the CSM should impart knowledge from business intelligence and sensing analytics to apply the solution in the most efficient way to achieve optimum outcomes. Such communication may involve translating data into common language, identifying trends in data, and providing best practices.
When companies own their CX from end to end, they can document their customer journey, measure adoption and improvements, and make appropriate changes to boost loyalty. Whether it's increasing net revenue, decreasing churn, or improving CSAT, every effort of the customer success model should be mobilized to create raving fans.
For example, maintaining the highest levels of CSAT encourages positive social media postings by user evangelists, who in turn help the CS team acquire more customers moving forward. This personal and tangible form of value is an essential component that ensures customer success.
In our volatile economy driven by constant innovation, solutions that meet customer expectations demand continuous improvement within a complex design process. The American Society for Quality defines continuous improvement as “the ongoing improvement of products, services or processes through incremental and breakthrough improvements.”
The continuous improvement management model of “plan-do-check-act” (PDCA) creates a virtuous cycle of enhancements that propels product, process, and platform development to repeatedly generate progress one step at a time. Continuous improvement guides both technology development and process optimization within operations.
To apply continuous improvement principles in product development, business leaders must answer the following questions to fully understand the context in which they plan to initiate progress:
Business leaders cannot predict the future, but they can prepare for digital transformation by ensuring their products are adaptable. Choosing vendors that support emerging standards can help businesses take advantage of product enhancements and software updates.
Enterprises need a system able to assemble and incorporate new technology blocks rather than a “rip-and-replace” method that wastes capital expenses, interrupts operations, and reduces ROI. The ideal situation is backward and forward compatibility that easily extends a platform so it can integrate new technologies. This proactive approach aligns with continuous improvement principles.
Automated asset monitoring systems help businesses practice continuous improvement. After identifying the root cause of behavior, intelligent platforms send corrective actions to remedy behavior. Continuous sensing capabilities identify the source of a problem more quickly and accurately, thereby enabling real-time decision-making.
By taking the following steps, enterprise leaders can solve problems that their current continuous improvement models aren’t addressing by adding different capabilities to their existing IoT technology infrastructure.
By definition, continuous improvement is an unending process. It is the responsibility of business leaders to ensure that the mechanisms for progress are deep-rooted within their enterprise’s operations and workflows. As the technology ecosystem enables platform efficiencies, executives will continue to see increased capabilities to automate continuous improvement within their operations.
Stay up-to-date on the evolution of IoT connectivity.