The smarter, the better: lesson from the Customer Satisfaction Survey
According to our 2022 Customer Satisfaction Survey, the “Smarter” the O&M solution used, the better the results. Over 95% of the negative feedback on our services come from clients using old-style solutions. We encourage all clients to switch to Smart O&M solutions using latest technologies!
A very smart customer base in 2023
Over the last 5 years, the share of “Smart” solution has increased dramatically from 50% to 96%, thanks to consistent efforts to promote our innovative approach to usually conservative clients:
What is “smart”?
For the purpose of this survey, we characterize as “Smart” solutions that include either paperless mobile solution for technicians, large interactive screen displays or BIM integration. Most smart clients cumulate at least two of these features.
Typically, non-smart clients use traditional PC-based CMMS with printed work orders. This represents only 4% of our customer base, mostly multinationals facing corporate limitations: usually their headquarters considers that a CMMS should be on PC and that mobility is an option or a gimmick, often because this is how they are using the CMMS abroad.
According to our market surveys and experience, the majority of companies (non-Siveco China clients) using CMMS/EAM in China (or the maintenance module of their ERP) are still using such traditional solutions. In fact, most companies use no CMMS at all. This shows the huge improvement potential in O&M in China.
What benefits?
The advantages of Smart solutions are clearly visible in the “Benefits” and “User experience” sections of our survey and especially their evolution in the past 5 years:
- Over 95% of dissatisfactory feedback come from non-smart solution users.
- Paper work orders, manual input, results in more administrative work, less accurate reports, lower quality of data over time, lack of continuous improvement. As a result, more system problems are reported and less management benefits obtained.
- With smart solutions, the number of system problems drops dramatically, although the number of employees using the system is much higher.
A summary of the survey report was published in our newsletter and the full report was sent to all clients.
Recommendations
Become Smart: we recommend all our remaining PC & paper clients to become “Smart”! The analysis above may help convince your headquarters to try more innovative solutions in China and we are happy to put you in touch with other Smart clients.
Start Smart: we recommend all companies to consider mobile-first solutions with an emphasis on closing the ISO 55000 loop, enabling industrial decisions based on true data from mobile workers. We have experience taking many customers from entirely paper or Excel based maintenance management (no system) to Smart O&M solutions. We also have experience taking clients from traditional CMMS and printed work order solutions to Smart O&M, replacing legacy systems.
Contact us to discuss your needs!
