Page 38 - CIJ Nov 2024 Digital Edition

SPECIAL REPORT

call saying, “Hey, my machine One of your hallmarks
isn’t working,” or the machine
telling us directly that something is is a customer centric
wrong, the same is linked up with approach. How do
WHEN YOU HAVE the machine learning model.
AN EXCELLENT With all those years of servicing you see it differing in
GO-TO-MARKET machines, we can more accurately various geographies,
FOOTPRINT - IN predict what is wrong with the including India, where
SALES, CUSTOMER machine, and we now have much customization is
multiple ways of cracking that
SERVICE AND in the field with the customer, required?
GEOGRAPHY - THE telling the machine remotely how We have a number of assets or
PERSON WHO to correct itself or asking for the capabilities as a company. We have
PROVIDES THE customer’s aid in doing some products, technology, go-to-market
preliminary troubleshooting. The
BEST CUSTOMER result is that when we send the models, a white-glove customer
experience that we can deliver over
EXPERIENCE IS THE service technicians for repair, they the phone or via an app, and several
MARKET LEADER, are going to be better equipped assets we can bring to help solve
with troubleshooting data, have
REGARDLESS OF the necessary tools and parts to problems. But as a manufacturer,
we must resist the urge to just sell
THE PRODUCTS IN perform the repair the first time, what we make or works in one
YOUR PORTFOLIO. and get the customer up and geography and assume it will solve
running and, in some cases without the problem in a local geography
the customer even knowing they like India. When I think about an
had a problem. That is a fantastic approach to India, it is to talk to
outcome for the customer. That’s customers, listen to their problems,
the ultimate goal – to move from go on-site and see how they are
reactive maintenance to predictive cleaning today, see what challenges
maintenance. they have and the problems they
are trying to solve. When you have
defined the problem statement,
come back and look at our assets
and capabilities and say, “Will
any of these efficiently solve the
problem for the customer?” One of
the traps that manufacturers fall into
– say you have a company founded
in Germany and you serve German
customers really well – is to literally
shift that product, service and
technology, to another geography
like France, India, the US or Brazil
and say “Why won’t this work
here? This works in Germany!”
This process of listening to and
engaging with customers can lead
to collaborative solutions, as it is
always an iterative journey. You
develop it on a small scale with
iteration; when it works, you can
scale it and offer it with a high
degree of confidence to everyone.
But it is a process. It’s not a one-
size-fits-all solution.

NOVEMBER 2024•Clean India Journal
38 www.cleanindiajournal.com