Pilgrim
2nd October 2018

Happy Autumn (aka Fall)!

With the season changing here in the Northern Hemisphere, householders are one by one turning their heating back on. Or rather, trying to – some find that their heating system won’t switch back on! At this time of year, heating engineers – and companies selling smart home heating solutions – can be overwhelmed dealing with customer questions and complaints.

But it doesn’t have to be that way. IoT offers opportunities to move from an old-fashioned reactive customer support model to a proactive one, benefiting both vendor and customer. Rather than waiting for the phone to ring, it’s now often possible for a vendor to know that there’s a problem with a device before the customer does, and book in an appointment to solve it in a timely way.

To illustrate with home heating, it’s possible to remotely switch on the heating for just 10 minutes one day during late summer and check for a small spike in house temperature. If no spike is seen then there’s a problem and the customer can be alerted in good time, possibly given a set of self-serve diagnostics, and – in a worst case scenario – dispatch a service person. (A great use of resources at a time when they’d be twiddling their thumbs anyway!)