Automated IoT Support – Efficiency Boost through Middleware Integration

IOT Support Agent to answer Question to Customer

General Overview

March 28, 2025

Discover how a Smart Energy industrial equipment manufacturer revolutionized its technical support by integrating automated IoT support systems, leading to significant efficiency gains and customer satisfaction improvements.

Challenge

A medium-sized industrial equipment manufacturer in the Smart Energy sector faced the challenge of managing an increasing number of support requests. Common issues included unclear device configurations, manual firmware updates, and difficult-to-trace error reports. The support team was overwhelmed, leading to decreased customer satisfaction due to long response times. The lack of transparency and efficiency resulted in economic losses from downtime and customer churn.

Action

To address these challenges, an automated technical support system was integrated directly into the IoT infrastructure. Key measures included:

• Connecting IoT devices to a middleware platform that transmits configuration data and status messages in real-time

• Implementing a central dashboard for real-time monitoring

• Utilizing WorksForWeb interfaces to link firmware management and ticketing systems

Services used:

• bloola platform for integrating IoT components, user guidance, and version control

• WorksForWeb connectors for automated capture and processing of support messages

The project team consisted of 8 internal specialists and 3 external integrators. The project duration was 6 months.

Result

Within 3 months of implementation, the following results were achieved:

• Reduction of manual support requests by 87%

• Decrease in average resolution time from 4 days to under 8 hours

• Automated firmware distribution to over 1,200 devices

• Increase in Net Promoter Score (NPS) from 41 to 68

• Significant improvement in support team employee satisfaction

Perspective

Future plans include:

• Implementing predictive maintenance using machine learning based on recorded error messages

• Expanding integration to OEM partners

• Goal: Complete digital support loop from detection to resolution within 12 months

• Long-term vision: Real-time support without human intervention for standard issues

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