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Reimagine Service Delivery using IoT and AI


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For many industries such as Medical devices, Industrial equipment, Manufacturing, Transportation, Utilities and many more, field service organization is key to the success of the company.

The effect of technology on field service and manufacturing cannot be underestimated, especially as new technologies like IoT, Artificial intelligence (AI) and Machine learning (ML) have proven capabilities to streamline and transform traditional workflows & service delivery models. These technologies can also enable digital transformation initiatives in field service organizations. However, companies are facing technical challenges in developing & implementing an end to end solution and understanding how they can benefit from these technologies.
In this webinar we covered:
1) Field Service Challenges
2) Key challenges in building IoT/ML/AI enabled Field service operations
3) Customer Case studies
4) Our Solution Overview
5) How you can grow revenue and optimize operations

Derek Binkley, Director of Technical Services at ARCA talked about how they leveraged the IOT/ML/AI solution to solve their service challenges. ARCA is a provider of largest selection of cash handling devices of any manufacturer in the world. They provide cash automation technologies to customers in over 50 countries and support these devices from their headquarters in North Carolina.

Published in: Software
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Reimagine Service Delivery using IoT and AI

  1. 1. Accrete Solutions Confidential Reimagine Service Delivery using IOT and Artificial Intelligence November 15th 2018
  2. 2. 2Accrete Solutions Confidential Agenda ➢ Service Challenges & Complexities ➢ AI/IOT/ML Solutions ➢ Spare Parts Planning ➢ Problem Identification ➢ Predictive Maintenance ➢ AI/ML/IOT integration with ERP and CRM ➢ Customer Case Studies ✓ ARCA’s experience with IOT/AI Service ✓ Case Study – Industrial Equipment ✓ Case Study - Medical Devices ➢ Questions 2
  3. 3. 3Accrete Solutions Confidential Services = Recurring Customer Relationships $1 Trillion is spent in United States alone every year on Devices already owned! Service - Customer Relationship 3
  4. 4. 4Accrete Solutions Confidential Service Challenges Reactive operations and wastage of resources Service Leaders need Intelligence driven technology Increasing and Changing demand by Customers 4
  5. 5. 5Accrete Solutions Confidential Service Complexities People Root Cause Safety Service Area Plan Dispatch Plan Tools Plan Parts Forecast Parts plan Dispatch Schedule Shipment Warranty Cost Equipment Repeat visits Downtime Fix time Refresh vs. Repair Maintenance Schedule 5
  6. 6. 6Accrete Solutions Confidential By using Artificial Intelligence and Machine Learning to understand the failure pattern of the field assets, we can proactively address problems in the field, reduce part inventory and improve technician/tools resources plan? AI/ML for Service 6
  7. 7. 7Accrete Solutions Confidential Integrated Predictive Model Use the field data and look for predictive signals to understand the failure pattern and anomaly Create forecast from these signals and by applying learning method; proactively address problems; Predict parts in time t is for the demand in time t+L+R to account for Lead and Receive times Account for variance by testing the data and adjust for the install base changes Integrate and provide visibility to see the impact at P&L level to make proactive operational decisions 7
  8. 8. 8Accrete Solutions Confidential Device Ontology Pattern & Anomaly Clustering Transfer Learning Connect with workflowsIntegrate Continuous learning to improve within and across customers Evolve Transforms to provide continuous “Supply and Service chain” predictions Predict Multi-dimensional adaptive predictive model that is MWBF- based Sense Problem Identification Predictive Maintenance Technician plan Inventory management AI/ML/IOT Technology 8
  9. 9. 9Accrete Solutions Confidential Ready to be deployed and works through the emerging IoT trend Time → Connecteddevices&IoT Trend Future More and more IoT integrated devices with real time streams Today More connected Devices and IoT has started to take off works through the Enterprise’s digitization Journey 9
  10. 10. 10Accrete Solutions Confidential Service Planning Solution: Differentiators Traditional Prescriptive Optimize Services operations based on device usage patterns and machine learning Provide early warning of an impending parts, assets, tools inventory problem Gain more accurate P&L impact based on future part demand prediction Gain comprehensive understanding on technician and tools projections based on predictive models 10
  11. 11. 11Accrete Solutions Confidential Prescriptive Service Modules Prescriptive Intelligence 11
  12. 12. 12Accrete Solutions Confidential IOT/ML/AI integration with ERP & CRM Device Data AI/ML/IOT Engine CRM Service Ticket Service Order Offers Installed Base SCM Inventory Parts Transactions Forecasting Bill of Distribution ERP Material Inventory Quality Parts Transactions Usage Data Invoicing 12
  13. 13. 13Accrete Solutions Confidential • Global cash automation company headquartered in North Carolina • Celebrating 20 years in 2018 • Most widely deployed cash recycler in the world (CM18) • Operating in Financial, OEM, and Retail channels • US Service footprint covering all 50 states with a network of 600+ certified field technicians • Full service installations and technical support maintaining approximately 6,000 contracted units ARCA – Company Overview 13
  14. 14. 14Accrete Solutions Confidential Arca’s advanced model is multiple times better than industry standard 14 Intuitive (most) MTBF (Best Practice today) MWBF (Arca’s use of eKryp) Assets Service Ops Prediction Accuracy Improvement over traditional approach Today’s best practice is based on time and use(notes) whereas Arca is using multi dimensional model for much better predictability 2-3x over best practice $6.3M increased value by Arca’s customers
  15. 15. 15Accrete Solutions Confidential 15 Potential value 6-8 HOURS Unscheduled Downtime Avoided $ MAR Unscheduled DOWNTIME (plus Dispatch hrs) MarFeb REPAIR OPPORTUNITY Do PM with a Purpose 2 Hrs Scheduled Downtime PREDICTION WITH DETAILS 04Feb - Device Failure Prediction with Confidence level and potential root cause REPAIR AT FAILURE Dispatch 4 hrs plus Potential Parts (additional 2 hrs) Realized Downtime: Downtime + Dispatch + Part replacement Example Customer Downtime Analysis Track Jam Example EXPANDED POTENTIAL VALUE 222 DEVICES Based on Top 50 Prediction in Feb 1,822 Hours Unscheduled Downtime Avoided 22,824 potential downtime hours avoided in one year
  16. 16. 16Accrete Solutions Confidential Large Contract Manufacturer involved in Flow Manufacturing Solution eKryp Device prediction and Incident Insight modules to enable the Contract Manufacturer to increase Overall Equipment Effectiveness (OEE Modules Used eKryp Device Service Intelligence eKryp Real Time Streaming Connector eKryp Real Time Alert and Notification CaseStudy:Industrial Analysis of Sensor data in real time 5% increase in OEE 40% increase in operator efficiency 2x improvement in PM schedule and operations Use machine learning to predict potential anomalies from the sensor data and provide alerts to machine operators and shift manager to prevent downtime 16
  17. 17. 17Accrete Solutions Confidential Medical Device maker of high end scanning systems CaseStudy:MedicalEquipment Solution eKryp Device, Parts and Incident modules to enable the large provider of high end scanning machines to increase speed to resolve complex field issues, predict upcoming device downtime, and provide advanced service parts plan Modules Used eKryp Incident Categorization eKryp Device Service Intelligence eKryp Service Parts Planning eKryp Data Integration Connector Analysis of 5+ years of field data on devices 3+ hours reduction in issue resolution time 97% accuracy in service part demand 3x faster warning during warranty period Use machine learning to predict potential device anomalies, automatically categorize incoming issues to potential solution areas, and create service parts demand 17
  18. 18. 18Accrete Solutions Confidential 18
  19. 19. 19Accrete Solutions Confidential Thank You Ramki Pitchuiyer CEO eKryp 228 Hamilton Avenue, Floor 3, Palo Alto, CA 94301 Phone: 650-440-7656 Ashish Saxena Vice President Accrete Consulting Solutions 3350 Scott Blvd, Bldg 34A Santa Clara, CA 95054 Email: Phone: 408-785-1052 Linkedin: 19