Spare parts represent a large investment and expense for field service organizations.  This ‘parts needed to fix’ challenge has long been a thorn in the side of service leaders, limiting their ability to improve first time fix rates (FTFR) and deliver a superior customer experience. Even with well-established service management systems, tools, and processes, the… The post Drive a 10% increase in first time fix rate: Advancing field service with AI-powered parts prediction appeared first on Bruviti ..read more

Industry Overview The EV charger industry has experienced remarkable growth globally, from almost $25 billion in 2021 to approximately $50 billion in 2024, and is projected to soar to about $225 billion by 20301. Globally, by 2030, there will be 12.9 million publicly available EV charging stations2. EV Industry trends Challenges How Bruviti Vision AI… The post Resolving customer service challenges in EVSE with Vision AI appeared first on Bruviti ..read more

In just 5 years, the number of EVs in the US will grow from about 3 to 27 million. According to an analysis by PwC, the number of charging stations is projected to increase approximately 10X, from around 4 million today to an estimated 35 million by 20301. However, the challenges of maintaining remote charging stations in the electric vehicle supply equipment (EVSE) industry are intensifying. There were approximately 800,000 failed charging attempts in the US last year, indicating a failure rate of 1 in 52 If the failure rate remains the same at 20%, and the total number of charging attempts ..read more

The landscape for commercial and industrial equipment manufacturers is unforgiving. Customers demand exceptional service with fast resolutions, minimal downtime, and a seamless experience. However, providing this level of service is becoming more challenging due to rising service costs and a shortage of skilled technicians. This imbalance creates pressure on service organizations to find innovative solutions to meet customer expectations without compromising quality. Traditional reactive service models, where technicians scramble to fix problems after they occur, are simply unsustainable. AI ..read more

We are witnessing a time of seismic change in the service workforce landscape. Experienced workers are nearing retirement, agent turnover is at an all-time high, and remote work and decentralized operations are becoming the norm. These trends create a unique challenge for enterprises: the dilution and loss of critical knowledge and know-how that is stored within the minds of your service and support workforce. Trends that demand attention An aging workforce As experienced professionals step into retirement, we’re facing a shortage of young talent willing to step into their shoes.  The p ..read more

Following the wave of excitement surrounding the incredible possibilities of AI, comes the reality of deploying AI in the enterprise at scale. IT leaders face significant risks and challenges, including data ownership and protection, security of information, the accuracy of AI results, and the cost of operating at scale. AI market trends AI integration: Businesses are rapidly adopting AI to drive insights, automation, and innovation. 85% of business leaders expect an increase in the use of AI and predictive analytics models.1 Managing data risks: Data integrity is the biggest risk that busine ..read more

In our recent blog, we discussed the transformative impact that a 360-view of equipment can have, by using AI to connect the dots between various disparate data streams—such as parts inventories, maintenance records, and operational data. We now explore how creating a unified view of parts inventories, maintenance histories, and performance data can elevate aftermarket support. By adopting an Equipment 360 approach to aftermarket services, companies can ensure efficient order fulfillment, minimize returns, unlock new revenue possibilities, and improve customer satisfaction. Aftermarket suppor ..read more

70% of service leaders expect to face significant challenges due to the loss of critical, deep-seated technical knowledge, as experienced field technicians and support agents leave the workforce. Industry trends Aging workforce: As seasoned service professionals, especially field technicians, retire from the workforce, there is a lack of younger workers seeking a career in these roles,  creating gaps in technical expertise and a loss of IP.  Increasing churn rates: Customer service employees aren’t staying in their roles long enough to gain deep expertise. Most contact centers, for ..read more

In today’s fast-paced technological landscape, the principles of customer relationship management (CRM) have set a gold standard for personalized, data-driven interactions. CRM systems unify a wealth of customer data—from online behavior and purchase history to social profiles and location—providing a 360-degree view that enables businesses to enrich customer interactions, making them more contextual, efficient, and effective. This unified approach has revolutionized customer engagement, setting a high bar for personalized service that anticipates needs and delivers timely solutions. Contrast ..read more

The global artificial intelligence market size is projected to be US$1,811.8 billion by 2030.1  The growth of AI has been compared to the early, untamed days of the Wild West, with technology quickly moving into uncharted areas. This expansion raises several issues, especially around data security and privacy. 75% of organizations across the world, in fact, are considering or implementing bans on ChatGPT and other generative AI applications in the workplace, with 67% of business leaders citing potential risk to data security and privacy as the biggest reason for doing so.2  Companie ..read more