Change is hard and complex. It makes no sense to do it alone. Let people do what they do best – whether it’s the initial deployment, fixing the machines or managing the change. And here lies the beauty of the SaaS model. Ideally, it means a continuous partnership of increasing trust and ambition – you don’t just get a technology, you get a team. In other words, digital transformation doesn’t ever have to be lonely.
“My job is to make sure our customers are successful – and staying with them through the entire lifecycle and making sure we represent them internally and externally while showing them the value of their work – always tying it back to the ROI and the corporate site levels. We make sure they are all up and running at their peak, and they are able to keep running at their peak,” says Brielle Fragale, Head of Customer Success at Augury.
“And yes, this is about reducing downtime. But it’s also about the ultimate goal: scaling and digital transformation, where all the threads of their digital efforts come together to bring increasing value to their customers.”
C.A.R.E.S.: The Five Required Capabilities of Machine Health
C: Comprehensive Asset Coverage
A: AI: Accurate & Prescriptive
R: Reach At Global Scale
E: Engagement & Autonomy
S: Services End-To-End
You Can’t Do It Alone
“It’s tricky business. A machine health program is more than just plopping some sensors on a machine. It’s about changing the way a company does its maintenance – and in some rare cases even changing the way they do operations,” says James Newman, Head of Product and Portfolio Marketing at Augury. “It’s a big, and complex, deal. So, you need support during the initial coverage, while applying it to the workflow, and ultimately when you scale.”
What is Services End-to-End?
Most facility teams have limited bandwidth and are not set up to manage implementations successfully. Without world-class services from the first moment to delivering value at a global scale, a strategic machine health program won’t be successful.
“And don’t be fooled into thinking you can do it alone. How much are you planning to spend? Do you think you can replicate a program that cost 300 million to set up with a million or two? You simply won’t catch up. So rely on the expertise and experience of the specialist vendor – it will cost way less.”
Tailored For The Site And The Long Haul
“Every customer and every one of their plants are different,” says Ryan Delaney, the Manager of Reliability Success Team at Augury. “You have different regions and sites, and everyone feels that they do things a little differently. It’s definitely not one-size-fits-all. They might even share all the same machines but they still have their differences.”
“So, you really need to listen and find out what success means for a specific site,” says Ryan. “If you understand them and what makes them special and work within that to help them improve their impact, word will spread. And that’s how I think you get the fastest engagement and adoption.”
Tuning To Experience Level
“You also have to be able to tune yourself to a customer’s level,” says Christian Smith, the Manager for Reliability Operations at Augury. “Some may be resource strapped or have less experienced staff. So then, the VA needs to closely monitor their machines and flag fault conditions that may cause asset failure. You need to inform their maintenance decisions so they can, for example, arrange the parts they need so they can do the right repairs at the right time.”
“But then there are more experienced customers – or get more experienced over time with the right support – who are able to take the data to the next level. They get in front of early fault conditions and use this as part of root cause analysis. They find out when and where defects are entering the process – or what operational change occurred that caused a certain defect,” says Christian.
“The ideal machine health vendor can grow and adapt with either type of customer – the experienced or the less experienced – and even between sites if needed. That’s what end-to-end services are really all about: supporting you as you grow and evolve.”
“So here you have an engaged user applying Hybrid Intelligence – machine and human – to permanently solve a problem. And to do this, they don’t have to collect or scroll through the data, it’s based on what the system has already brought to the front. It’s all feeding each other.”
Helping Bring It To The Finish Line
“The ideal machine health vendor can grow and adapt with either type of customer – the experienced or the less experienced – and even between sites if needed,” says James. “That’s what end-to-end services are really all about: supporting you as you grow and evolve.”
“But I think the ultimate goal isn’t just strings of end-to-end solutions. It should be about creating an ecosystem that can work to lift not just individual factories but the entire manufacturing industry.”
“In many cases, you have to make sure they are also using the platform to quantify the results – to help them get across the finish line,” says Ryan. “You have to make sure they are using predictive maintenance and using it effectively. Some get stuck. But then they evolve and start quantifying the wins and start seeing the success and acknowledging it. They are turning to the team to say: ‘Hey we saved a million dollars with this program over the last year!’ And others will start to appreciate it. So, it’s about helping them move along that journey – no matter where they started.”
Going After The Complete Ecosystem
“But I think the ultimate goal isn’t just strings of end-to-end solutions,” says Hari Viswanathan, Director of Product Marketing at Augury. “It should be about creating an ecosystem that can work to lift not just individual factories but the entire manufacturing industry. It’s about building an ecosystem that everyone can plug into and derive value from the insights that can ultimately flow between the machine, the customer and the OEM and all of the players in different systems. Yes, this is ambitious and challenging. But it’s a worthy problem to solve – for the greater good.”
Let’s get to work.