Customer transactional history enabling personalization
The Digital Service Cloud (DSC) platform for IoT applications is suited to address a variety of digital home, automotive,
energy, and health monitoring applications. Business benefits of DSC apply across various industry segments including OEMs, software publishers, Telcos, service providers,
and technology retailers. We help enterprises to gain a competitive advantage by delivering the perfect customer experience and building high value customer relationships.
Partnering with global technology brands, we make the connected smart home a reality and offer a level of service that delights customers. We bring together different IoT solutions for the home along with support for diverse technology standards including One M2M, IEEE, and ZigBee, thereby ensuring a seamless experience. Digital Service Cloud allows enterprises to gain a competitive advantage by delivering the perfect customer experience and building high value customer relationships.
From remote monitoring to support for navigation systems and service alerts to automated emergency response, Digital Service Cloud helps customers manage their vehicles more efficiently. In case of an emergency, the smart automobile management system sends immediate alerts for quick assistance. Get actionable customer insights and leverage analytics to enhance the overall experience.
Digital Service Cloud offers support for electronic equipment such as lighting controls and thermostats to ensure maximum uptime and enhanced efficiency. The platform lets customers analyze power consumption and usage patterns through remote monitoring. The end-to-end visibility enabled by Digital Service Cloud allows for alerts to be sent by individual devices, as well as analysis to power preventive maintenance.
Digital Service Cloud drives a healthier lifestyle through a combination of innovative and easy to use solutions. The platform supports a range of health monitoring devices and offers customers the convenience of receiving alerts for medication and health checkups. Users can also set up notifications and workflows based on health status so that they can take proactive action.
Digital Service Cloud empowers OEMs, software companies, telcos, service providers and retailers to transform service delivery, enhance the customer experience and generate new revenues through support automation. Customers can choose to engage via customized services or platform solutions. Partnering with global brands, we transform product vision into reality. For service end-users in the home, we transform consumer experiences and for enterprises delivering services, we make it easy to manage large-scale customer operations and drive process efficiencies.
With an industry average CSAT of 80% and an NPS of only 32%, OEMs struggle to maintain CSAT levels while being forced to deflect a certain percentage of support request volume.
With the increase in device diversity, OEMs face a reduced share of wallet. DSC enables OEMs to service customers at a lower cost, deliver higher CSAT, and reduce No Fault Found returns with support automation. The platform allows OEMs to sell paid tech support plans and increase customer lifetime opportunity through better engagement.
Telcos are struggling to keep up their customer loyalty scores with NPS ranging from 6% to 39%. With an industry average CSAT of 70% and an NPS of only 16%, telcos are the worst rated industry segment when it comes to customer loyalty.
DSC allows Telcos to mitigate customer churn through support automation that lowers cost of service delivery and delivers a consistent, high CSAT customer experience. Telcos can now monetize their out of scope call volume and increase ARPU to offset the costs of the widened scope of support.
With an average CSAT of 78%, technology retailers face the challenge of maintaining customer satisfaction at present levels. No fault found returns, which on an average account for 2 to 3% of sales, lower the CSAT and also increase costs.
With DSC, Retailers can reduce the vulnerability of their customer relationships and drive higher satisfaction levels. Customers can be offered paid tech support for multiple brands across multi-stores and multi-vendors in a streamlined and cost-effective manner. The sales recommendation engine and support automation capabilities from DSC help drive attach rates and improve customer engagement.