The value of CRM systems and IoT-based solutions for future prospects in pile driving industry
Kovaleva, Ksenia (2017)
Kovaleva, Ksenia
Saimaan ammattikorkeakoulu
2017
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2017053011150
https://urn.fi/URN:NBN:fi:amk-2017053011150
Tiivistelmä
The aim of this thesis was to present major beneficial aspects of CRM systems for piling equipment dealers and to identify practitioners in the field. Also, the goal of the research was to illustrate latest IoT innovation in the field and to discuss its value.
Data for theoretical part of this study were collected from academic sources such as books, scientific journals, theses, and from Internet sources. This data was used to empower existing knowledge of CRM system utilization in industrial B2B sector, outline principles and features of IoT technologies. For the empirical part of the research, semi-structured interviews with dealers of piling equipment and in-depth interviews with manufacturing specialists were conducted.
The results of this study reveal that there are several practitioners of CRM systems in the field. Besides, IoT innovations, being lately introduced in the field, can provide real-time and easy accessible data on equipment condition and therefore impact on cost and time savings for all parties involved in after-sales relationship as well as can increase safety and accuracy of piling works at the jobsites. Based on the research findings, from the future perspective, it means that industry players, which will rely on data gathered from both effective CRM systems and IoT devices, can benefit the most by obtaining a holistic view on the equipment sold and customers becoming proactive players in the industry.
Data for theoretical part of this study were collected from academic sources such as books, scientific journals, theses, and from Internet sources. This data was used to empower existing knowledge of CRM system utilization in industrial B2B sector, outline principles and features of IoT technologies. For the empirical part of the research, semi-structured interviews with dealers of piling equipment and in-depth interviews with manufacturing specialists were conducted.
The results of this study reveal that there are several practitioners of CRM systems in the field. Besides, IoT innovations, being lately introduced in the field, can provide real-time and easy accessible data on equipment condition and therefore impact on cost and time savings for all parties involved in after-sales relationship as well as can increase safety and accuracy of piling works at the jobsites. Based on the research findings, from the future perspective, it means that industry players, which will rely on data gathered from both effective CRM systems and IoT devices, can benefit the most by obtaining a holistic view on the equipment sold and customers becoming proactive players in the industry.