Comments on: Service - H.G. Wells Style

By: reece

reece — Sat, 06 Dec 2008 02:28:37 +0000

Hello webmaster, I read this post titled “Service - H.G. Wells Style” about a week ago, might have been last Friday, and thought it was a good point. I’ve been trying for the last few days to find your site again but ended up finding it in Google using the keywords “service and repairs”. Anyway, I’ve forgotten what I wanted to post last week but I will be returning regularly. Bookmarked the page.

By: RYErnest

RYErnest — Sun, 30 Nov 2008 15:42:38 +0000

Nice post u have here Added to my RSS reader

By: Rick B

Rick B — Mon, 24 Nov 2008 12:56:17 +0000

I liked how you weave consumer and business to business technologies together. Looking at the new Blackberry Storm it is hard not think that devices will be interchangeable - in fact be a requirement that they be. I’ve been doing alot of research on RFID, and it seems that there is some great opportunity there and with 2D barcode. Imagine, a tag that can not only identify what part it is attached to but can also carry its own database of when it is maintained or repaired. Beats a smart refrigerator anytime!

By: Cassandra C

Cassandra C — Fri, 31 Oct 2008 20:01:38 +0000

This is an informative piece. I will consult with my company.

By: CherylM

CherylM — Tue, 28 Oct 2008 18:43:02 +0000

I have to say that the bar-code scanner is not only very cool, but very useful on high-ticket items. I can’t imagine leaving a store and driving to purchase a cheaper tube of toothpaste, but an expensive vacuum cleaner or laptop could definitely be worth the time and gas expense.

Now, on to the “in field” service diagnosis…having worked for a global agricultural equipment manufacturer, spending years messaging around in-field service and product quality, I can say with absolute certainty that this type of a system is already in development. Imagine having one database filled with information on all of the various equipment makes and models, listing step-by-step repairs for common issues - now, take that one step further…What if this database collected and cataloged ‘best practices’, odd service issues/requests or trouble-shooting tips/tricks that were entered in by the reps from the field? You’d be well on your way to being the absolute best service/repair provider in existence. It would not only cut truck rolls but it would greatly reduce the amount of time performing service/repairs - reducing customer downtime and increasing overall productivity and ultimately, profitability.

The rub…adding in the human element. Realize that no matter how fail-safe this new system might be, you have to rely on the friendliness/timeliness/accuracy of in-field service reps, as well as customer service reps. With time and training, I think we’ll get there…

Now, if I could get my cable company to invest in this system…