Screen Graphic and Precision Solutions (Screen GP) is completely revamping its management system for after-sales service, at the heart of which is the Trust Service Desk, a contact centre that uses the ‘Internet of Things’ (IoT) and Cloud-based technologies more effectively prevent problems before they occur. Screen GP has already launched the service in North America and plans to sequentially expand the regions in which the system is available, starting with Europe followed by Australia and Asia, and then Japan.
Trust is managed using an infrastructure that incorporates global standard ICT technology. The technology is used to combine log analysis results from Trust Network Service (IoT) and service history records from ServiceMax (Cloud database).
Trust enables engineers based at its contact center to provide service directly to customers via telephone or network, and field engineers and head office product experts can share Cloud-based updates in real time.
Operation logs, error information, usage of consumables and sensor measurement values for items such as temperatures are all collected from customer equipment and processed using Screen GP's original analysis engine to predict potential issues. If a problem does occur, an alert is also automatically sent to the contact center.
Multi-language database that enables Cloud-based sharing by service engineers of information such as service histories, customer communication records, work status updates and individual product knowledge collected and archived from Screen equipment installed around the world. ServiceMax links with the Trust Network Service to allow the association of information obtained from equipment with unique customer details.