During the last decade rapid changes have occurred that have altered the way services are conceived, provided and delivered. The increasing use of advanced technology has enabled service transactions to be carried out over the internet or telephone and have therefore created what we call remote services - since no personal contact is required.
Remote services have enabled remote monitoring and provide the opportunity to develop the knowledge to offer more predictive services. For example, we are now able to spot errors remotely or identify if a component is bound to break down and when, so a notification can be sent to the user. The problems are then fixed remotely or through a telephone call when the customer is instructed how to fix the problem himself.