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.
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.
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
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