After deployment.
WHAT CUSTOMERS CONTACT ABOUT
Devices showing offline Readings they believe are wrong Setup problems Questions about the data Physical damage
WHAT TO PREPARE
Diagnostic procedures per symptom A view of device health support staff can read Clear escalation to engineering
WHAT REDUCES CONTACTS
Proactive notification of device problems Clear status in the application Self-service diagnostics
WHY PROACTIVE NOTIFICATION MOST
A customer told before they notice does not open a ticket in frustration.
WHAT TO ESTABLISH FIRST ON ANY REPORT
Whether the device is reporting, and when it last did.
WHY
It separates device problems from data problems immediately.
WHAT TO DO ABOUT DISPUTED READINGS
Compare against neighbours and history Compare against an independent measurement Check calibration date
WHAT TO NEVER DO
Dismiss a customer's belief that a reading is wrong.
WHY
They know their site, and they are frequently right.
WHAT TO TRACK
Contacts per device per year.
WHY
It is the figure determining whether the service is profitable.
WHAT TO FEED BACK
Recurring causes, into product improvement.
