Field Service and After-Sales Support

Industry Solution

Field Service and After-Sales Support

Field service is the backbone of the Industrial Equipment and Machinery (IEM) Manufacturing industry, as well as automotive and specialty vehicle sectors such as construction equipment, farm equipment, and forklifts. Timely and efficient maintenance, repairs, inspections, and after-sales support are crucial for keeping operations running smoothly. However, managing field teams, dealer networks, equipment, and resources in these complex environments poses significant challenges. Onsight NOW offers an AI-powered solution that empowers both field service and after-sales support teams to succeed in these demanding conditions.

The Challenges Facing Field Service and After-Sales Support

Field service teams in the IEM and automotive sectors deal with urgent, complex issues requiring immediate action to prevent downtime or vehicle/equipment breakdowns. These teams handle on-site repairs, conduct inspections, and perform maintenance in unpredictable environments. Meanwhile, dealer networks rely on technical support to help solve customer issues with specialized equipment, often requiring expert advice or detailed product knowledge.

In addition to solving problems quickly, both field service teams and dealers face the challenge of retaining and sharing institutional knowledge. With experienced employees retiring, there’s a risk of losing critical expertise that can slow operations and hinder future growth.

The Evolving Role of After-Sales Support

After-sales support plays a critical role in industries like automotive and specialty vehicle manufacturing. Supporting dealer networks with technical expertise ensures that end customers receive fast, accurate resolutions to their problems. This support is vital for ensuring customer satisfaction and maintaining brand loyalty. However, the complexity of modern vehicles, machinery, and equipment means that dealers often require expert guidance and immediate access to technical information to solve customer issues efficiently.

Without the right tools, traditional methods of supporting dealer networks—such as waiting for in-person visits, phone-based troubleshooting or manual lookups—can lead to delays, costly downtime, and dissatisfied customers.

How Onsight NOW Empowers Field Service and After-Sales Support

Onsight NOW is specifically designed to meet the demands of both field service operations and after-sales support in industries like automotive, truck manufacturing, and specialty vehicles. Our AI-powered platform ensures that technicians and dealer networks can access real-time information and expert guidance whenever they need it.

Key Features and Benefits:

Instant Knowledge Retrieval: Onsight NOW enables technicians and dealers to access AI-powered, real-time knowledge resources, including technical manuals, troubleshooting guides, and best practices. This allows them to quickly resolve issues without relying on time-consuming manual processes.

Industrial Digital Assistant (Ida)™: Onsight NOW’s AI assistant, Ida™, can respond to complex, industry-specific queries. Whether it's a technician in the field or a dealer troubleshooting an automotive issue, Ida provides accurate answers instantly, reducing the need for expert intervention and speeding up problem resolution.

After-Sales Dealer Support: Onsight NOW strengthens dealer networks by providing them with the resources they need to resolve customer issues efficiently. Dealers can access technical support, share live video streams with remote experts, and quickly troubleshoot problems with minimal downtime for customers.

Knowledge Capture and Retention: Onsight NOW helps convert "people knowledge" into "system knowledge." As experienced field technicians and dealer experts retire or leave the company, their knowledge is preserved and shared across teams, ensuring that valuable expertise remains accessible to all.

Remote Support with Augmented Reality (AR): When complex issues arise, Onsight NOW allows technicians and dealers to collaborate with remote experts using AR, enabling them to see exactly what the on-site technician is seeing and provide step-by-step guidance. This feature is particularly valuable in industries where diagnosing and repairing equipment can be highly specialized.

Minimized Downtime: By delivering immediate access to essential knowledge and expert support, Onsight NOW helps reduce downtime across all industries. This not only improves operational efficiency but also enhances customer satisfaction by ensuring faster resolutions.