Service Intelligence Platform

Aquant’s AI-driven technology uncovers an organization’s deepest insights to inform prescriptions and predictions for every management decision. Surfacing and analyzing hidden data creates an unprecedented opportunity to solve complex service challenges while also enabling higher service-driven revenues and a significant reduction in customer churn resulting in more efficient service delivery at a lower cost.

With Aquant, Your Team Can:

Transform Customer Service Experience
Improve service delivery across all channels, from quicker first response and more efficient fixes to proactive maintenance and proactive intervention.
Optimize Service Performance
Gain true insights into service metrics like first contact resolution, parts consumption, first time fix rate, and more
Improve the Field Service Skills Gap
Provide the entire service team access to ever-changing information, distributing the tribal knowledge of your subject matter experts.

What we OFfer:

Automated Insights

Workforce Index

Intelligent  Triage

Mobile Triage

No Fault Found Detection

Machine
Logs

FDA
Compliance

Claim
Detection

Job
Prioritization

Parts
Pickup



HOW SERVICE INTELLIGENCE WORKS

Let’s talk about how service intelligence can help you achieve your service transformation goals.

Automated Insights

Aquant empowers service leaders to monitor and optimize service performance metrics that drive business performance.

How it works:

  • The platform monitors and assesses individual and team performance KPIs in real time.
  • Evaluate how your organization is performing on metrics like first contact resolution, parts consumption, first time fix rate, and more.
  • The Workforce Performance Index identifies your highest performing employees and distributors and interprets the factors that differentiate them. Learn your opportunities for improvement, and get actionable feedback for driving better performance across the board.
  • Deliver data back to your CRM and other systems, so you can leverage your standard reporting interface to evaluate metrics that matter to you.

Workforce Performance Index

Chart the performance of your technicians and service providers for accurate insight into the state of your entire team.

How it works:

  • Understand the true costs of the skills gap on your business, and calculate the benefit of performance lift across your workforce. 
  • Identify top performers as well as those in need of additional coaching and mentoring. 
  • The workforce performance index tool will help your entire team perform at the level of your service heroes.

Mobile Triage

Provides prescriptive guidance to technicians on site via automated suggestions. Those in the field have access to instant assistance based on an organization’s tribal knowledge, enabling techs to make the most speedy, accurate and cost effective fixes the first time.

How it works:

  • Troubleshoot service issues on site in real time with handheld devices
  • As technicians describe problems related to the machine or system, Mobile Triage recommends the most likely solution
  • Receive the most accurate suggestions for your service organization because all of the questions and solutions are populated by AI-driven insights from your own data.

Machine Logs

Leverage the Aquant Natural Language Processing accelerator to read and analyze machine logs files in real time, identifying machine problems more quickly and accurately.

How it works:

  • Identify key insights from free text in log files generated by machines.  
  • By combining logs with the rest of your service data, Aquant can predict no fault found issues, prescribe actions and suggest solutions that can dramatically reduce the cost of service.

FDA Compliance

Eliminate the manual effort of reporting compliance issues to the FDA. Medical device manufacturers dedicate countless hours every day identifying and reporting issues where patients using their devices get hurt.

How it works:

  • Aquant automatically identifies the situations that need to be reported to the FDA, based on configurable criteria. This makes it easy to stay in compliance with regulations.
  • The platform analyzes structured and unstructured data in real time and automatically flags incidents that indicate a patient was hurt
  • Natural Language Processing makes it possible to understand the way people describe incidents
  • Aquant flags all relevant cases and delivers a report to your CRM or relevant system
  • Criteria is configurable according to your products and needs.

Claim Anomaly Detection

Service organizations pay millions of dollars in warranty claims every year, with little insight into whether the appropriate action was taken, or if the claim was valid. . Identifying anomalies in claim reports is a time-consuming and often inaccurate process.

How it works:

  • Using AI, the Claim Detection feature flags potential claims anomalies.
  • Reduces manual effort and risk of human error associated with false warranty claims. 
  • Helps service leaders identify and assess service partners for which additional training and technology is required.  

Job Prioritization

The service intelligence platform prioritizes your technician job schedule based on your business goals.

How it works:

  • Prioritizing the order of service jobs is a challenge. When you tackle jobs based on the order that tickets come in, you risk ignoring mission-critical downtime. Your list of jobs is ever-growing, and it’s too much for one person to prioritize.
  • Aquant continuously analyzes your service data, including your work orders, parts inventory, customer contracts, product catalog, etc.
  • When new job orders are submitted, Aquant runs its machine learning algorithms and automatically generates a priority for your customer tickets, based on insights gleaned from your service data.
  • Priorities are configurable based on your business goals.

Parts Pickup Optimization

Aquant can help you find the fastest ways to get the right parts to the right jobs. Eliminate the inefficiencies of assigning an associated depot for each customer. Banish the manual effort of finding the right depot for parts pickup.

How it works:

  • Aquant analyzes information about equipment, appointments, and technician availability
  • Aquant automatically optimizes the parts pickup location, based on distance, inventory, and other parameters
  • Automatically feed information into your WFM or scheduling system