As service management organisations face greater demands to improve customer service, increase first-time fix rates and cut costs, many are evaluating evolving machine-to-machine (M2M) technologies to help them meet these challenges.

M2M offers the ability to remotely connect devices, machines and equipment to the cloud, transforming them into business intelligence solutions to collect valuable data on field-based assets. Although adopting M2M solutions has proven to increase efficiencies and boost new revenue streams, there are potential pitfalls that organisations should carefully consider.

Greg Ford, Managing Director of Advanced Field Service, explains, “If implemented correctly M2M can deliver a rapid return on investment, by cutting travel costs, reducing downtime and improving the management of stock and inventory.”