Genuin e Things5 a Host 2025: il futuro delle cucine professionali è conversazionale.
In the manufacturing sector, after-sales service has always represented both a complex challenge and a significant cost driver. From warranty management to maintenance, including the training of qualified technical staff and spare parts logistics, companies must constantly balance the pressure to reduce costs with the need to deliver a flawless customer experience. This challenge is now more pressing than ever. On one hand, after-sales teams still waste more than 40% of their time on low-value repetitive tasks, as highlighted by a BCG report , inevitably delaying response times. On the other hand, customer expectations have become non-negotiable market standards: 77% of them expect to interact immediately with an agent ( Salesforce, State of Service Report ). If we analyze some statistics in the manufacturing sector, it emerges that: For production-stopping issues, customers expect a first response within 15–30 minutes ( High Criticality ). For malfunctions that do not completely halt operations, the expected response time is 1–2 hours ( Medium Criticality ). For non-urgent information requests or support, the expected response is within 4–8 hours ( Low Criticality ). Meeting these Service Level Agreements (SLAs) is essential. Failing to meet market expectations means risking the loss of customers.
L'accordo unisce l'esperienza di Dalet nella documentazione tecnica con il modulo Things5 Support, offrendo ai costruttori di macchinari un servizio "chiavi in mano" per digitalizzare e automatizzare il customer service, riducendo i tempi di attivazione da settimane a giorni.