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How IoT Technologies are Revamping the Post-Sale Experience

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The sensors and wireless devices that make up the Internet of Things (IoT) are exponentially increasing opportunities for companies to track not just their products and services but customers too after they’ve made their purchase. The post-purchase relationship is one that’s ripe for reinvention.

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How IoT Technologies are Revamping the Post-Sale Experience

  1. 1. How IoT Technologies are Revamping the Post-Sale Experience Gill Hide Managing Partner, Retail & CPG, Consulting & Service Integration Alex Prigojine Global Managing Partner, Technology, Consulting & Service Integration Robert Perry Consulting Partner, Technology, Consulting & Service Integration AUGUST 2017
  2. 2. IoT and Manufacturing The Internet of Things (IoT) is transforming the world of manufacturing IoT enables customers to track product performance on the field to improve customer experience (CX) Manufacturers can also add new revenue streams throughout the customer lifecycle
  3. 3. Five key areas where IoT can help transform Dominating the Post-Purchase with IoT 1.Getting ahead of pending product and service failures 2.Reducing the number and costs of returns 5.Increasing value and convenience throughout the product lifecycle 4.Informing R&D 3.Increasing sales opportunities
  4. 4. Beating Product Failures Product failures are frustrating, value destroying, and require costly service visits to repair and remedy the problem IoT-based monitoring and proactive maintenance can improve CX and keep companies in front of the customers post sale
  5. 5. Reducing the Cost of Returns IoT helps remotely evaluate returned items to check if they should be repaired or scrapped, saving post-sale return costs Reverse logistics in retailing and other sectors is an expensive process with a complicated back-end decision matrix
  6. 6. Increasing Value and Convenience IoT can improve the post- purchase experience for by helping customers make better use of the products Manufacturers can find ample opportunities to use simple IoT driven solutions to add value to their customers’ lives
  7. 7. Informing R&D Data captured from IoT products can help companies determine which features are more valuable to customers Manufacturers can use this information to find future design ideas and shorten the design-test-build development cycle
  8. 8. Increasing Sales Opportunities Companies can analyze the performance of the products their customers use to discover other product needs Data gathered through IoT can help companies evolve from reactive to proactive selling, beyond just providing post-purchase services
  9. 9. Pursuing IoT Opportunities The five steps to build an IoT-driven post-sale experience program: 1. Find the products and services that will benefit most from IoT-enablement 2. Create data- driven proxy business cases to calculate the financial impact 4. Make it clear what customers will get in exchange for sharing their data 3. Conduct a proof of concept to validate assumptions and business case 5. Create infrastructure to support
  10. 10. The Ultimate Differentiator Explore opportunities that an IoT-enabled infrastructure offers Build your IoT-driven post-sales experience to add value to customers Earn the ultimate competitive advantage by significantly improving CX
  11. 11. Copyright © 2017 Tata Consultancy Services Limited Contact a Consultant Download the Article How IoT Technologies are Revamping the Post-Sale Experience

The sensors and wireless devices that make up the Internet of Things (IoT) are exponentially increasing opportunities for companies to track not just their products and services but customers too after they’ve made their purchase. The post-purchase relationship is one that’s ripe for reinvention.

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