Why Manufacturers Want Branded IIoT and Customer Experience (CX) Websites and Apps

Improved Operational Efficiency

IIoT enables manufacturers to connect machines, devices, and sensors, allowing for real-time data collection and analysis. IIoT apps give manufacturers and customers visibility into machine performance, maintenance needs, and production efficiency. Visibility into machine performance can lead to predictive maintenance, reduced downtime, and cost savings. Manufacturers offering customer-facing apps can streamline communication and automate ordering, tracking, and after-sales service processes, ultimately improving operational efficiency across the supply chain.

Enhanced Customer Engagement

Branded web-apps and dedicated customer experience (CX) oriented portals improve customer’s experiences by providing at-a-glance access to information on products, support, and after-sales services. This can create a personalized experience, increasing satisfaction and loyalty. Customers with self-service capabilities can independently manage transactions and troubleshoot issues, reducing the load on customer support and improving overall engagement.

Brand Differentiation and Loyalty

A well-designed, company branded  IIoT Cloud system reinforces the manufacturer’s brand identity and keeps it top of mind whenever issues arise or products are needed. It distinguishes the company from competitors by providing unique value-added services, which also contribute to enhancing brand recognition and customer loyalty. Tailoring the app with distinctive features specific to their equipment or processes helps position the brand as innovative and reinforces that the supplier is customer-centric.

Data-Driven Insights

Real-time IIoT data from connected machines and sensors helps manufacturers make better decisions, optimize operations, and develop new services. For example, using data to predict machine failure or remaining consumable life reduces end-user downtime and total cost of ownership. IIoT data provides valuable customer usage data for insights into customer behaviors, preferences, and pain points, which can  improve OEM products, services, and communication/marketing efforts.

Automation and Scalability

Automated processes based on machine IoT data can significantly reduce human intervention in routine tasks, allowing for more efficient scaling of operations. This automation improves both speed and accuracy in production, inventory management, and customer service.

Improved Product Quality and Innovation

By continuously collecting data through IIoT systems, manufacturers can monitor product quality, adjust processes in real time, and innovate based on feedback and insights. Data collected from end-users via customer experience (CX) apps can influence product design and upgrades.

Streamlined After-Sales Services

Post-purchase engagement with customers can be improved based on data collected through IIoT systems when integrated with a customer-facing apps and portals. It can offer numerous features such as warranty management, technical documentation, support resources, and even remote diagnostics/troubleshooting.

Regulatory Compliance and Traceability

IIoT platforms can help maintain compliance by automatically monitoring and logging data related to safety standards, emissions, or other regulatory concerns. The data collected becomes the basis of compliance reporting, in some cases completely automating required reporting. IIoT apps can provide transparency for customers and partners to ensure that products meet the required standards and that customers view the manufacturer as a trusted partner in their business.

Revenue Streams from Value-Added Services

IIoT system and customer experience (CX) platform monetization by manufacturers is a possibility in some markets. Forward-thinking manufacturers often embed IIoT costs in long term service agreements (LTSA) and other ongoing business, hiding subscription-based costs for easy customer adoption.

Conclusion

IIoT oriented customer experience (CX) efforts allow manufacturers to improve internal efficiency, engage with customers more effectively, differentiate themselves from competitors, and ultimately drive innovation and revenue growth.