ATEK needed to expand its customer service and create a foundation for growth to new offerings and a preventative service model. Its goals included:
Engage. We implemented The Social Machine, which uses machine data to create cases inside of ATEK’s Salesforce Platform when batteries are low or when there is an issue with a TankScan device. The cases act as preventative “call-to-action” alerts for ATEK’s service team.
ATEK is now able to fulfill its vision to provide more information, new solution offerings, and better customer service to its global customer base.
New recurring revenue. ATEK has created a new service and recurring revenue stream by giving its products a voice. Battery status, voltage, and uptime alerts power a real-time monitoring system that ATEK now offers as a value-add for its customers.
Preventative maintenance increases customer satisfaction. The real-time monitoring system guarantees customers experience 100-percent uptime and never miss a reading. Simultaneously, ATEK has reduced the number of service appointments. Customers no longer need to discover and report problems—they are notified proactively about potential issues, before those issues occur. The Social Machine also ensures that the customer has the right settings in place to drive efficiencies. Customers also are happier, and service costs are lower than ever.
Safer solution. Automated monitoring and reduced manual intervention has resulted in fewer work-related accidents. The entire process is a safer, more secure, and more reliable solution for tank monitoring.