Satisfied customers thanks to Smart Services

Welcome to Elements for IoT - your Smart Services solution for efficient service processes. Experience a Customer Service Management software that helps your team effortlessly handle the increasing number of customer inquiries while boosting the efficiency of your service department. The result: satisfied customers and reduced internal costs.

Why CONTACT Elements for IoT - Smart Services?

  • Minimize response times: An integrated ticket system and clear assignments ensure a smooth workflow.
  • Ensure maximum transparency: With Elements for IoT, you establish a central source of information providing comprehensive insights into customer organizations and making planned maintenance activities transparent.
  • Unlock new revenue streams: Use the customer portal as a permanent sales channel to inform about relevant service offerings and strengthen customer loyalty.

Software Insights

Screenshot mit Auflistung und Flaggen, Pfeil Icon, Text, Magentafarbene Fläche

From asset management with the Digital Twin to maintenance management and ticket system, Elements for IoT offers many practical features to make your daily work easier. Get a first glimpse of our software here.

Software Insights

From asset management with the Digital Twin to maintenance management and ticket system, Elements for IoT offers many practical features to make your daily work easier. Get a first glimpse of our software here.

Screenshot mit Auflistung und Flaggen, Pfeil Icon, Text, Magentafarbene Fläche

From asset management with the Digital Twin to maintenance management and ticket system, Elements for IoT offers many practical features to make your daily work easier. Get a first glimpse of our software here.

Your path to top-notch service

CONTACT Elements for IoT – Smart Services grows flexibly with you – whether you are at the beginning of your digitalization journey or already operating your customer platform. Take the next step towards becoming a top-notch service provider with Smart Services – and do it at your own pace. Simply choose the solution that aligns best with your goals:

Your path to top-notch service

CONTACT Elements for IoT – Smart Services grows flexibly with you – whether you are at the beginning of your digitalization journey or already operating your customer platform. Take the next step towards becoming a top-notch service provider with Smart Services – and do it at your own pace. Simply choose the solution that aligns best with your goals:

CONTACT Elements for IoT – Smart Services grows flexibly with you – whether you are at the beginning of your digitalization journey or already operating your customer platform. Take the next step towards becoming a top-notch service provider with Smart Services – and do it at your own pace. Simply choose the solution that aligns best with your goals:

Increase customer satisfaction

Accelerate your customer service and enhance customer loyalty. By automating service processes, your employees can respond faster and more targeted to customer inquiries. The digital provision of all information in one place ensures transparent, quality-assured, and always verifiable services.

Find out how HBC radiomatic responds to worldwide service requests from customers and distribution partners more quickly.

Download the case study

Increase customer satisfaction

Accelerate your customer service and enhance customer loyalty. By automating service processes, your employees can respond faster and more targeted to customer inquiries. The digital provision of all information in one place ensures transparent, quality-assured, and always verifiable services.

Find out how HBC radiomatic responds to worldwide service requests from customers and distribution partners more quickly.

Download the case study

Accelerate your customer service and enhance customer loyalty. By automating service processes, your employees can respond faster and more targeted to customer inquiries. The digital provision of all information in one place ensures transparent, quality-assured, and always verifiable services.

Find out how HBC radiomatic responds to worldwide service requests from customers and distribution partners more quickly.

Digital Service Management Connectivity & Automation Customer Integration
Document Management (i)

CONTACT Documents organizes all documents throughout the lifecycle of your products, whether it's CAD models, manufacturing documents, multimedia files, customer documentation, or emails. Dynamic organizational structures and status controls provide clarity and reliability. Teams, projects, and departments across the company use the same documents.

Asset Management (i)

Manage your industrial facilities as Digital Twins to keep track of every information from the facility's lifecycle and its current operation. Unlock the full potential of your assets by optimizing productivity based on the analysis of operational data and relevant KPIs.

Customer Service Management (i)

Digitize the handling of your service business from inquiry to invoice. Increase customer satisfaction through faster response times, transparent planning of service interventions, and efficient execution and documentation of work.

Ticket System (i)

Accelerate the processing of customer inquiries by consolidating all requests in an internal ticket system and distributing them efficiently. Thanks to automatic alerts, keep track of deadlines and response times without effort, thereby increasing service quality and customer satisfaction.

Field Service Management (i)

Handle field operations more efficiently and offer reliable solutions for customer problems. Enable digital and transparent coordination of all activities: from the receipt of the service order to scheduling appointments with the customer, assignment of the right personnel, mobile documentation of the services provided, to initiating billing processes in the ERP system.

Connectivity to Smart Products (i)

Transform your products into smart solutions and capture operational data through IoT connectivity. Use this information to offer your customers additional value around your products, such as demand-driven maintenance or consulting services for more efficient plant operation.

Data-Driven Process Automations (i)

Initiate automatic end-to-end business processes in response to incoming customer inquiries or anomalies in the performance data of your products. Increase your operational speed and minimize internal friction losses.

Energy Management (i)

Make the energy consumption of your smart products transparent and reduce costs through higher energy efficiency.

Closed Loop Engineering (i)

Utilize insights from the performance data of your products to identify improvement potentials and make them available through a standardized process in the development department. This boosts your innovation capacity and speed.

Self-Service Customer Portal (i)

Professionalize your service presence with a dedicated customer platform, allowing your end customers convenient and easy access to the Digital Twin of their products. This includes live data as well as support and information material. Accelerate communication and issue resolution by empowering customers to create and view tickets independently. This expands your service offerings and keeps you in close contact with your customers.

Digital Product Features on Demand (i)

Unlock new revenue potentials of your smart products and provide special features on an individual basis according to demand.
Digital Service Management Increase efficiency in service processes & customer satisfaction
Connectivity & Automation Optimize service processes & refine maintenance planning
Customer Integration Integrate end customers into service processes & expand service offerings
Digital Service Management
Document Management (i)

CONTACT Documents organizes all documents throughout the lifecycle of your products, whether it's CAD models, manufacturing documents, multimedia files, customer documentation, or emails. Dynamic organizational structures and status controls provide clarity and reliability. Teams, projects, and departments across the company use the same documents.

Asset Management (i)

Manage your industrial facilities as Digital Twins to keep track of every information from the facility's lifecycle and its current operation. Unlock the full potential of your assets by optimizing productivity based on the analysis of operational data and relevant KPIs.

Customer Service Management (i)

Digitize the handling of your service business from inquiry to invoice. Increase customer satisfaction through faster response times, transparent planning of service interventions, and efficient execution and documentation of work.

Ticket System (i)

Accelerate the processing of customer inquiries by consolidating all requests in an internal ticket system and distributing them efficiently. Thanks to automatic alerts, keep track of deadlines and response times without effort, thereby increasing service quality and customer satisfaction.

Field Service Management (i)

Handle field operations more efficiently and offer reliable solutions for customer problems. Enable digital and transparent coordination of all activities: from the receipt of the service order to scheduling appointments with the customer, assignment of the right personnel, mobile documentation of the services provided, to initiating billing processes in the ERP system.

Digital Service Management Increase efficiency in service processes & customer satisfaction
Connectivity & Automation
Document Management (i)

CONTACT Documents organizes all documents throughout the lifecycle of your products, whether it's CAD models, manufacturing documents, multimedia files, customer documentation, or emails. Dynamic organizational structures and status controls provide clarity and reliability. Teams, projects, and departments across the company use the same documents.

Asset Management (i)

Manage your industrial facilities as Digital Twins to keep track of every information from the facility's lifecycle and its current operation. Unlock the full potential of your assets by optimizing productivity based on the analysis of operational data and relevant KPIs.

Customer Service Management (i)

Digitize the handling of your service business from inquiry to invoice. Increase customer satisfaction through faster response times, transparent planning of service interventions, and efficient execution and documentation of work.

Ticket System (i)

Accelerate the processing of customer inquiries by consolidating all requests in an internal ticket system and distributing them efficiently. Thanks to automatic alerts, keep track of deadlines and response times without effort, thereby increasing service quality and customer satisfaction.

Field Service Management (i)

Handle field operations more efficiently and offer reliable solutions for customer problems. Enable digital and transparent coordination of all activities: from the receipt of the service order to scheduling appointments with the customer, assignment of the right personnel, mobile documentation of the services provided, to initiating billing processes in the ERP system.

Connectivity to Smart Products (i)

Transform your products into smart solutions and capture operational data through IoT connectivity. Use this information to offer your customers additional value around your products, such as demand-driven maintenance or consulting services for more efficient plant operation.

Data-Driven Process Automations (i)

Initiate automatic end-to-end business processes in response to incoming customer inquiries or anomalies in the performance data of your products. Increase your operational speed and minimize internal friction losses.

Energy Management (i)

Make the energy consumption of your smart products transparent and reduce costs through higher energy efficiency.

Closed Loop Engineering (i)

Utilize insights from the performance data of your products to identify improvement potentials and make them available through a standardized process in the development department. This boosts your innovation capacity and speed.

Connectivity & Automation Optimize service processes & refine maintenance planning
Customer Integration
Document Management (i)

CONTACT Documents organizes all documents throughout the lifecycle of your products, whether it's CAD models, manufacturing documents, multimedia files, customer documentation, or emails. Dynamic organizational structures and status controls provide clarity and reliability. Teams, projects, and departments across the company use the same documents.

Asset Management (i)

Manage your industrial facilities as Digital Twins to keep track of every information from the facility's lifecycle and its current operation. Unlock the full potential of your assets by optimizing productivity based on the analysis of operational data and relevant KPIs.

Customer Service Management (i)

Digitize the handling of your service business from inquiry to invoice. Increase customer satisfaction through faster response times, transparent planning of service interventions, and efficient execution and documentation of work.

Ticket System (i)

Accelerate the processing of customer inquiries by consolidating all requests in an internal ticket system and distributing them efficiently. Thanks to automatic alerts, keep track of deadlines and response times without effort, thereby increasing service quality and customer satisfaction.

Field Service Management (i)

Handle field operations more efficiently and offer reliable solutions for customer problems. Enable digital and transparent coordination of all activities: from the receipt of the service order to scheduling appointments with the customer, assignment of the right personnel, mobile documentation of the services provided, to initiating billing processes in the ERP system.

Connectivity to Smart Products (i)

Transform your products into smart solutions and capture operational data through IoT connectivity. Use this information to offer your customers additional value around your products, such as demand-driven maintenance or consulting services for more efficient plant operation.

Data-Driven Process Automations (i)

Initiate automatic end-to-end business processes in response to incoming customer inquiries or anomalies in the performance data of your products. Increase your operational speed and minimize internal friction losses.

Energy Management (i)

Make the energy consumption of your smart products transparent and reduce costs through higher energy efficiency.

Closed Loop Engineering (i)

Utilize insights from the performance data of your products to identify improvement potentials and make them available through a standardized process in the development department. This boosts your innovation capacity and speed.

Self-Service Customer Portal (i)

Professionalize your service presence with a dedicated customer platform, allowing your end customers convenient and easy access to the Digital Twin of their products. This includes live data as well as support and information material. Accelerate communication and issue resolution by empowering customers to create and view tickets independently. This expands your service offerings and keeps you in close contact with your customers.

Digital Product Features on Demand (i)

Unlock new revenue potentials of your smart products and provide special features on an individual basis according to demand.

Customer Integration Integrate end customers into service processes & expand service offerings

Ready for the next step?

Contact us for a personal consultation and find out how CONTACT Elements for IoT revolutionizes your service processes. Get your service business future-ready!

Contact us now

Smart services with Elements for IoT in practice

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Digitization accelerates global service processes
Read the Success Story

HBC-radiomatic is a technological leader in industrial radio remote controls. The devices ensure optimal operation of excavators, lifting and loading cranes, heavy-duty transporters, and many other machines. The company organizes worldwide service requests from customers, service, and distribution partners through an integrated asset and service platform using CONTACT Elements. This platform contains all relevant information and reliably manages global service processes.

Read the Success Story
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Digital customer service impresses in industrial mixing
Read the Success Story

MIXACO develops highly efficient industrial mixers for food, paints, and chemical substances. The machine manufacturer now enhances its products with corresponding smart services and consolidates them in the new MIXACO Control Center. The foundation for this is the CONTACT Elements for IoT platform, which was put into operation without any programming effort. Customers can monitor processes online, optimize the performance of their machines, and benefit from predictive maintenance. MIXACO also offers its customers higher availability and faster response times in service.

Read the Success Story
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Smart asset management secures the foundation for service business
Read the Success Story

SIG, one of the leading manufacturers of packaging and filling machines for the food industry, connects production facilities at customer sites around the world with CONTACT Elements for IoT. The focus is on the infrastructure components for communication with the plants – failures and malfunctions at this point could make the provision of many service offerings impossible. With the help of health monitoring, SIG can manage connectivity to all lines worldwide and has a solid foundation to realize digital business models.

Read the Success Story

Do you have any questions?

Would you like to discuss your project with us or receive a personalized demo?

Contact us now

Customer Relationship Management (CRM) systems typically serve one or more of the functional areas listed below, whereby the origin of CRM systems lies in the sales context:

  • CRM for Sales (e.g., managing customer contacts, overview of sales opportunities, maintaining a sales forecast)
  • CRM for Marketing (e.g., newsletters, automated mailings, orchestration of social media activities)
  • CRM for Customer Service & Support (e.g., ticket system, customer communication, planning, execution, and documentation of service activities, maintenance contracts for products, field service management, scheduling to coordinate service teams and personnel)

Elements for IoT is a Customer Service Management system designed for industrial use. It is based on IoT-enabled asset management and covers all the functions needed for customer service and support. It differs from common CRM systems in the following two points:

The IoT capability allows you to make live data from your products in the field part of your service business. This enables you to offer new data-based services, from consulting for optimal product efficiency to predictive maintenance and pay-per-use operator models.

Unlike common CRM systems, Elements for IoT is designed to seamlessly interact with product development. This allows insights from product operation to influence the development of the next product generation ("Closed Loop Engineering").

Elements for IoT is used across industries in B2B service companies. Our customers coordinate both their in-house workshop service activities and on-site service (Field Service Management). With minimal effort, you can adapt the software to your processes and familiar terminology. If requirements arise beyond the standard scope of the software, you can act independently thanks to no- or low-code extension possibilities. And if things get more complex, we are happy to assist you in customizing the software.

The software is designed for medium-sized companies and corporations seeking enterprise software with comprehensive, end-to-end process support. In almost every customer installation, the system is integrated into the existing IT landscape through interfaces to control business processes across domain boundaries and distribute information transparently.

Due to the different requirements and needs of companies, it has proven effective to start collaboration with a joint and non-binding proof of concept (PoC). In the PoC, you test the software's features based on your processes, and we get to know your workflows and challenges. This approach helps us to assist you in selecting the appropriate functional modules for your requirements.

We leverage the full scope of the open, modular development platform "CONTACT Elements" in this context. Numerous specialized functions are available as separate modules, and we can combine them freely using the plug-and-play principle. This modularity gives you the flexibility to start with a small set of features and gradually expand the software according to your requirements at your own pace.

The pricing structure of Elements for IoT consists of the following components:

  • Price per user: You acquire a license for each user. The price per user varies based on the selected functionality of the software. If you operate the software yourself, you can buy or rent the licenses. If you entrust CONTACT with the operation of the software, you can only rent the licenses.
  • Price per connected device transmitting live information. Alternatively, as a site license: You acquire a license for each device transmitting real-time information. The price per device varies depending on the number of different live information captured. If you operate the software yourself, you can buy or rent the licenses. If you entrust CONTACT with the operation of the software, you can only rent the licenses.

Note:

The price per device does not depend on the volume or frequency of transmitted messages.

Example:

For one device, the following live information is captured:

  • Temperature sensor 1 (1x per minute)
  • Temperature sensor 2 (1x per minute)
  • Machine status (with every status change)
  • Air pressure sensor 1 (1x per second)

These are four different live information components.

  • Other price components:

For specific requirements, further components may be added.

Whether this is necessary in your scenario is best determined in a conversation. Please feel free to contact us.

CONTACT Elements for IoT provides you with tools that enable you to use algorithms and AI models to improve and expand your service business. One example relates to your ticket system. When a new ticket is created, AI tools can search the inventory and display similar or related tickets. This gives your customers concrete information on how comparable or identical problems have been solved in the past as soon as they are created. This makes many service requests obsolete.
The creation of chat bots based on large language models has also proven its worth. You can use them to answer frequently occurring customer queries automatically. This gives your service team more time for complex tasks that require human experience.

The Asset Administration Shell (AAS) is a vendor-independent standard for describing digital twins, defined by the Industrial Digital Twin Association (IDTA). It enables seamless information exchange across system boundaries and is therefore a key technology in industrial digitalization.

In CONTACT Elements for IoT, digital twins can be described according to the specification of the asset administration shell. This ensures cross-system interoperability.

Customer service management benefits from the asset administration shell, as it makes it particularly easy to provide the end customer with all product-relevant information (e.g. as a digital type plate).

Learn more about the AAS

The complete IoT platform - powered by CONTACT Elements

Powered by CONTACT Elements means: You use the most advanced platform and technology worldwide to connect the physical and digital realms. As flexible as Lego, the modular principle of CONTACT Elements represents solutions that surpass the mere sum of their parts: outstanding individually, yet uniquely exceptional when combined.

Project Management
Principles & Methods