Transforming Service With Smart Analytics

At a recent Copperburg event, Matt Rudden, Global Head of Field Services at IGT, shared insights from their journey toward intelligent, data-driven solutions.

As industries shift from reactive models to predictive and proactive strategies, IGT’s approach highlights the challenges, solutions, and immense potential of predictive maintenance in modern field service operations.

The Challenge: Outdated Service Models

Traditional field service models have long been the standard, often centred on reactive “break-fix” approaches. While effective for addressing immediate issues, this model comes with significant inefficiencies, especially for large-scale operations.

At IGT, these challenges were magnified by the complexity of their business:

• Managing over 400,000 terminals worldwide, with 300,000 directly maintained devices.
• Operating within strict and diverse contact structures, such as facility-managed agreements that dictate specific service requirements.
• Navigating long-term contracts, ranging from 5 to 20 years, which frequently results in ageing, and legacy equipment having limited refresh cycles.

Data inconsistencies posed another hurdle. Technicians often input incomplete or inaccurate information into service tools, making it difficult to analyse failures or predict issues accurately.

The Shift: From Reactive to Predictive

IGT’s journey toward predictive maintenance aimed to shift field service from reactive firefighting to proactive optimisation.

Key Goals of Predictive Maintenance:

• Deeper Insights: Understand device performance and failure rates.
• Integrated Data: Combine telemetry, sales, and operational data to inform strategies.
• Proactive Action: Address issues early, minimising downtime and disruptions.
• Scalability: Ensure solutions are adaptable to evolving needs and technologies.

The Solution: Building Intelligent Field Service

IGT implemented several strategies to transform its operations and bring predictive maintenance to life.

Device Telementary and Real-Time Monitoring

All new IGT devices are now equipped with sensors that continuously collect data on performance and health. These sensors provide real-time telemetry, allowing the company to:

• Monitor key metrics such as uptime, component wear, and system errors.
• Flag potential issues before they become critical, enabling preemptive action.

Data Lakes for Comprehensive Analysis

IGT created a centralised data lake to consolidate information from multiple sources, including:

• Sales data to understand high-usage periods, such as lottery jackpot runs.
• Failure case data from service management systems to identify recurring issues.
• Manufacturer-provided data, such as Mean Time Between Failures (MTBF), to validate performance metrics.

This centralised approach guarantees that all relevant data is accessible for analysis, helping IGT uncover patterns and correlations that drive smarter decision-making.

Advanced Analytics and Large Language Models (LLMs)

Predictive maintenance is only as good as the insights it provides. IGT uses large language models to analyse free-text case notes submitted by technicians. This innovation:

• Extracts detailed insights about recurring issues.
• Identifies inconsistencies in how data is recorded.
• Improves root cause analysis, enabling faster and more accurate resolutions.

Automation and Rules-Based Actions

Predictive algorithms generate automated responses based on telemetry data, streamlining processes such as:

• Remote troubleshooting, which reduces the need for on-site visits.
• Intelligent scheduling of maintenance during off-peak hours to minimise disruption for retailers.

Delivering Value to Customers

Predictive maintenance isn’t just about internal efficiency, but rather about delivering tangible benefits to customers as well. At IGT, this customer-centric approach is at the heart of their strategy.

Key Customer Benefits:

• Minimised Downtime: Anticipating issues means that IGT can keep critical systems operational during peak periods, such as high lottery jackpots, where every minute of uptime counts.
• Strategic Maintenance Scheduling: Service visits are planned around retailer activity, reducing disruptions during busy times.
• Optimised Preventive Maintenance: IGT works with customers to adjust traditional service schedules, reducing unnecessary visits and saving costs for both parties.

For example, in one jurisdiction, IGT traditionally performed four preventive maintenance visits per year for each retailer. However, data showed that the equipment could reliably operate for years without requiring such frequent checks.

By collaborating with customers to revise these schedules, IGT is creating a mutually beneficial scenario: lower costs for the company and better resource allocation for customers.

A Journey, Not a Destination

While predictive maintenance often seems like the ultimate goal, IGT views it as part of an ongoing journey. Progress is measured by milestones, including:

• Proof of Concept Success: Pilots and trials have demonstrated measurable efficiency gains and cost reductions.
• Executive Buy-In: Support from senior leadership has been critical in driving adoption and fostering a culture of innovation.
• Collaborative Partnerships: Engagements with third-party experts, such as data analytics providers, have accelerated progress.

By 2025, IGT aims to roll out predictive maintenance solutions across all jurisdictions, embedding them into the broader service lifestyle, including call centres, repair facilities, and sales operations.

Lessons Learned Along the Way

Matt Rudden shared key takeaways from IGT’s experience, offering valuable lessons for other organisations pursuing predictive maintenance:

• Data Integration Is Crucial: A centralised data lake ensures that all relevant information is accessible, enabling actionable insights.
• Flexibility Matters: Solutions must adapt to varying contract structures, legacy equipment, and industry-specific requirements.
• Collaboration Drives Success: Engaging internal and external stakeholders is essential for long-term adoption and impact.

A New Chapter for Field Service

Predictive maintenance is about adding new tech and rethinking how we work together. For IGT, it’s been a journey of smarter decisions, stronger customer relationships, and giving their teams the tools to thrive.

As Matt Rudden puts it, this is only the beginning. Predictive maintenance might seem like a big leap, but the little wins—fewer breakdowns, smoother schedules, happier customers—show it’s worth the effort.

At its core, this transformation is about people. It’s about showing customers they can rely on you and giving your team the confidence to solve problems before they even start. The future of field service isn’t just predictive—it’s human.