When is the best time to engage Device Solutions? Once a product has shipped, the “real” work begins – Product Support. For those who have shipped products before, it goes without saying (especially if you have gone through the experience of working with alpha users, beta users, and pilot production field testing) that Product Support can be a very extensive process if the products aren’t designed and manufactured well. However, engaging Device Solutions at the Product Support stage, even if someone else designed and manufactured the device, can leverage decades of experience to get out ahead of support related requests, resolutions, and returns. If support issues are captured early and often, they can lead to proactive support for customers, identification of items that can be addressed in manufacturing, and ultimately provide insights into opportunities to improve the product design in subsequent revisions. For example, a product may be in manufacturing and the owners realize that the effort to deal with customer calls is overwhelming due to technical issues, complaints about setup and configuration, or just outright demands to return defective products. In this case, Device Solutions can work with the owners to determine the best mechanisms and communications to address the technical issues (root causes), assemble information to assist users in simplifying setup and configuration, and establish efficient return (and warranty) processes and procedures.
Bob, Chris and the Device Solutions team know that great products have to have great product support, it’s a self-fulfilling prophecy. Knowing what right questions to ask is as important as the right answers. This is why having DS as part of your team can make a fundamental difference in the success of your product launch and sustained market growth.
The first step, no matter what stage of your deployment is to contact Bob (Device Solutions’ CEO) and arrange an in person discussion. If you have already worked with Bob and Device Solutions, you know about the incredible experience of working with a company that prides itself on openness, transparency, and authenticity (and innovation). If you haven’t met the Device Solutions team, you owe it to yourself and your company to have an ongoing relationship with a company who has proven its understanding of supporting field products and the quality systems necessary to support products and the silver lining that comes from learning from customer feedback.