What is XRM?
The world is becoming more and more interconnected: “Anything that can be connected will be connected”. This also means that relationships within an interconnected world are becoming more and more complex, so that traditional concepts and logic are no longer sufficient to deal with this complexity in a meaningful way . The age of the Internet of Things (IoT), i.e. the networking of all physical objects that, to put it simply, have an “on” and “off” button, is unstoppable. To be prepared for this, so-called Extended or Anything Relationship Management (XRM) systems are suitable. These systems offer the possibility of managing not only customers and contacts, but also things such as equipment, devices, machines, systems, buildings or vehicles – the basis for IoT. But what does the term “XRM” mean and how does it help to turn companies into digital champions?
What is Extended or Anything Relationship Management (XRM)?
The term Extended or Anything Relationship Management (XRM) is based on the logic of Customer Relationship Management (CRM). While CRM focuses on customers, XRM focuses on things – e.g. machines, plants, buildings or vehicles. More specifically, XRM refers to the systematic design of an organization's interactions and relationships with existing, purchased, operated, or previously sold items from an installed base. The goal of Anything Relationship Management is to simplify relationships with equipment and to digitize associated processes – in service, sales, marketing, or maintenance and repair.
What is extended or anything relationship management (XRM) software?
Similar to CRM software, XRM solutions usually offer three major modules for service, sales and marketing. This means that XRM software can also be used to digitize related processes in service, sales and marketing for the equipment. For this, the things or devices do not necessarily have to be connected in the sense of the Internet of Things. In many cases, XRM software is used primarily to map information on all processes related to the equipment and to digitize the underlying processes so that they can be used by all parties that have access to the XRM system. As described above, the goal of XRM is to exploit the potential in the business processes around it. The XRM software serves as a tool for this.
Why don't traditional CRM systems work optimally for the age of IoT?
Relationships in the age of IoT are more complex. They revolve not only around customers and contacts, but also around things. The missing things in the CRM logic are an exponentially growing problem, since in the future all things will be connected. Of course, large CRM providers can convert such solutions through complex and costly customization. However, this is not economically viable for most small and medium-sized companies.
How does XRM software work?
In addition to pure master data, XRM maps all interactions between customers, service partners and equipment, e.g. via email, telephone or other channels. In addition, the XRM software can automatically integrate further information about activities and store details, such as special features of machines, with regard to service, maintenance and repair. The XRM software also supports the management of service requests, their documentation and the creation of maintenance plans. The XRM system structures all this information clearly so that you get a comprehensive overview of things, people and companies and understand your installed base better and better over time. In summary, XRM software helps you to have your installed base fully under control with a 360-degree view and to digitize related processes in a timely manner.
The importance of XRM
Things and equipment can be found in all kinds of industries. One important example is the mechanical and plant engineering industry, which employs over a million people. Anything Relationship Management (XRM) is a central key to the digital future, because here everything revolves around things like machines and plants, and XRM thus offers the basis for gradually advancing into the age of IoT.
This is how different parties in your company benefit from Extended or Anything Relationship Management (XRM):
Service and after-sales back office......
...benefit from reduced administrative work through digital service processes, better knowledge of the installed base of things in the field and the opportunity to spend less time entering data. This leaves more time for the actual service.
Service and after-sales field service, service technicians and fitters...
...quickly gain a complete overview of the installed base. By scanning a QR code located on a machine, technicians receive the entire digital lifecycle record and can thus tailor maintenance, servicing and repairs to the respective history. This saves time and resources and results in the best possible service.
Operator and maintenance teams...
...benefit from increased efficiency through digital workflows in maintenance and servicing. The XRM system makes it possible to fill out forms, e.g. for maintenance work, digitally and provides information from the digital lifecycle record of a piece of equipment centrally and at any time. In addition, maintenance teams can more easily keep track of preventive maintenance and servicing tasks, thus minimizing downtime.
How you benefit from an XRM system
The central recording and structuring of things, contact, and company data in the XRM system brings numerous advantages:
- More efficient service, maintenance, and repair processes for things
- Faster response times in the event of downtime
- Faster resolution of downtime through digital service workflows and ticketing
- Longer life cycles of the installed base through proactive service
- Fewer shutdowns through preventive maintenance management
- Central knowledge database for all things
- More user-friendly thanks to a central, digital point of contact for all parties involved and quick access via QR codes
- The basis for connecting things as soon as this is technically and organizationally possible
- Automation based on a live data connection, e.g. based on operating hours
With the help of XRM software, you can manage the data streams of your things across a wide range of channels and organizations. Information from manufacturers, service partners and operators is administered in a central solution and, depending on approval, optionally made accessible. This is how service can be digitized and optimized.
This is how Anything Relationship Management (XRM) sets itself apart from other software solutions:
First of all, the Anything Relationship Management (XRM) system was developed specifically for more complex relationships such as those in the age of IoT. It takes some functions from the systems described here and thus represents an intersection:
- Customer Relationship Management (CRM): deals with the entire planning, control and implementation of a company's customer relationships. A CRM has similar functions to the XRM system. The main difference is that instead of things, customers are the focus here.
- Enterprise Asset Management (EAM): refers to a company's asset management. The objective is to optimize the use, productivity and utilization of these company resources by means of suitable EAM software.
- Asset Performance / Lifecycle Management: Implementation of various measures to optimize plant performance and availability. The objective is to increase productivity and efficiency, improve quality and make processes safer.
- Geographic Information System (GIS): includes systems for collecting, organizing and analyzing spatial data, which includes the necessary hardware and software, data and applications.
- Computerized Maintenance Management System (CMMS): describes a computerized maintenance system that is used to optimize maintenance activities. The system supports the maintenance department by collecting information and distributing tasks.
- iBase Management: An application for managing an installed base, e.g. of equipment, that collects data from various sources, and then checks and analyzes it. This makes it possible to identify patterns or trends in complex data sets.
- Fleet Management: Designates the administration, planning and control of fleets, e.g. of a vehicle fleet. The focus here is on minimizing costs and increasing efficiency.
- Workforce management: Software designed to increase transparency and efficiency in the areas of manufacturing, industrial services, maintenance and assembly & commissioning.
- Tele / remote service: Enables the provision of technical services from a different location, usually via telecommunications networks. For example, the maintenance of systems is to be supported via video telephony or remote access.
- Field Service Management: refers to the management of company resources and aims to harmonize the flow of service processes, especially in the field.
- IoT platform: enables the networking of devices and applications via the Internet of Things (IoT) to implement an exchange of information. The application forms the interface between different systems or things so that data can be managed centrally.
Here are the key points from this article on XRM:
- The definition of XRM (Anything Relationship Management) is the systematic design of an organization's relationships and interactions with existing, purchased, operated or already sold items from an installed base.
- XRM is important because it significantly simplifies the day-to-day work of manufacturers, service partners and operators when it comes to things such as service, maintenance and repair.
- An XRM software offers a 360-degree overview of an installed base and its activities. It serves as a central point of contact for digitizing processes related to things such as machines, plants, equipment, buildings or vehicles, and making them better, simpler and more efficient.
We would be happy to show you in an online meeting how we are already helping other companies with the remberg XRM software to improve processes related to their equipment.