Research and worked examples for manufacturers’ technical support teams.
Cost and value
Two boiler manufacturers publish their call volumes. Almost nobody else does. What the public record says about technical support in heating, medical devices, access control, doors and gates, fire and intruder alarms, and what it costs.
9 min read
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Cost and value · 5 min read
A line-by-line build-up of the cost of answering the same installer questions by phone, from UK pay data, and the costs that never show up on the support budget.
Running support · 5 min read
Nobody publishes a reliable figure for manufacturers’ helplines, so measure your own. A five-day method, a worked example and what to do with the answer.
AI · 5 min read
Service is where industrial manufacturers make their best margins. A map of the lines in the profit and loss that technical support touches, and where AI can move them.
AI · 4 min read
A chatbot that improvises is a liability when the answer is a wiring step. What the Air Canada ruling, hallucination research and the EU AI Act mean for manufacturers.
Installers · 3 min read
Installers are on site and on their phones when they need you. What that means for how a manufacturer answers them, from Ofcom data and published helpline hours.
Running support · 4 min read
Most of what a senior engineer knows is exceptions that nobody wrote down. How to keep it, without asking them to write a book.
Running support · 4 min read
Worked out hour by hour: how much of a UK technical desk’s day overlaps with the UAE, Singapore, New York and Sydney, in winter and in summer.
Running support · 4 min read
Eight measures, what each one counts, how they connect, and which published benchmarks are worth comparing yourself against.
Product · 2 min read
What happens between uploading a manual and an installer getting the right step on their phone.
