在AIoT趨勢下，商業效益之提升—以A公司為例

Abstract

近年來越來越多企業及導入AIoT系統以提升企業效益，在過往的儲存設備產業中，產品的售後服務十分的即時且重要，產品銷售後往往等到設備發生故障時，消費者方會聯絡廠商進行維修。而資料中心所儲存的資料往往十分的重要，當資料遺失時，將會造成客戶莫大的損失。案例公司透過導入AIoT系統，希望能夠更有效的優化客戶產品的使用效率。本論文欲探討在AIoT趨勢下對於企業商業效益之提升，並以儲存設備商Ａ公司為例，觀察企業導入AIoT系統後是能夠提升企業商業效益。 本論文以顧客產品滿意度(產品使用滿意度、維修服務滿意度)、既有顧客忠誠度(顧客新產品增購率、顧客既有產品擴充率)、產品銷售率(企業級儲存設備銷售量、新客戶增加數、銷售額成長率)、維修成本(維修費用、維修費用成長率)及維修效率(平均維修時間、報修件數)作為商業效益是否提升之依據，並搜集儲存設備商Ａ公司2017年至2021年之數據。 研究結果顯示，導入AIoT系統後，顧客產品使用滿意度74.3分上升至93.3分、維修服務滿意度由67.5分上升至86.7分；顧客新產品增購率由8%上升至33%、顧客既有產品擴充率由16%上升至42%；企業級儲存設備銷售量由5千台上升至1,2萬台、新客戶增加數由40位上升至260位、銷售額成長率由5%上升至23%；維修費用由2000萬下降至1650萬、維修費用成長率由3%下降至 -8.3%；維修人員平均維修時間由138分鐘下降至73分鐘、設備故障、損毀報修件數由83件下降至53件。導入AIoT系統後能提升顧客產品滿意度、既有顧客忠誠度、產品銷售率並降低維修成本及提升維修人員維修效率。

In recent years, more and more companies have introduced AIoT systems to improve corporate efficiency. Therefore, this paper intends to discuss the improvement of business efficiency of enterprises under the trend of AIoT. To understand that whether the company can improve the business efficiency, reduce marketing expense and increase corporate profits after using AIoT system. The result shows that after the introduction of the AIoT system, customer satisfaction with product increased from 74.3 to 93.3, and maintenance service satisfaction increased from 67.5 to 86.7; customer new product repurchase rate increased from 8% to 33%, and customers with existing products Product expansion rate increased from 16% to 42%; sales volume of enterprise storage devices increased from 50,000 to 120,000, new customers increased from 4 to 26, and sales growth rate increased from 5% to 23% ;Maintenance cost decreased from 2 million to 1.65 million, the growth rate of maintenance cost decreased from 3% to -8.3%; the average maintenance time of maintenance personnel decreased from 138 minutes to 73 minutes, the number of equipment failures and damaged repairs decreased from 83 to 53 pieces. After the introduction of the AIoT system, it can improve customer product satisfaction, existing customer loyalty, product sales rate, reduce maintenance costs and improve maintenance efficiency.