connected service: leveraging m2m and iot data to create proactive 1:1 customer engagements
TRANSCRIPT
Connected Service Leveraging M2M and IoT Data to Create Proactive 1:1 Customer Engagements
in Sales, Customer Care, and Field Service Prof. Dr. Michael J. Capone Principal Business Analyst, DCX [email protected] +49 151 4025 2836
Status Quo -‐ Reactive
The common post-‐purchase practice today in many sectors is to respond (react) to inquires and requests from the customer or consumer. Academically speaking, it´s too late.
Status Quo M2M and IoT Systems are Immature
Copyright © Capgemini 2013. All Rights Reserved
3 Connected World DF14.pptx
Only 19% of manufacturers can acquire data from their products and 15% actually do. 9% analyze product data periodically and 5% use the analysis to trigger follow-‐up activities. Only 3% of manufacturers acquire, analyze and act in near-‐time.
Connected Service Principles
1. Products do not suddenly fail.
2. The data generated by connected products can be used to create a competitive advantage. It´s “internal data”. The product can report faster and more accurately than it´s human operator.
3. The full value of internal data is realized when the data is analyzed and used in near-‐time to trigger specific one-‐to-‐one customer interactions in sales, service, and customer care.
4. Anything can be a connected product. Cars, machines, wind turbines, street lamps, trees...
Connected Service | Full Circle IoT
Performance and usage data is acquired and transmitted every x seconds.
Data from many connected devices is aggregated and stored. 1 MB new data per day.
When the data indicates an issue that can cause a problem, a case is created and assigned to the proper skill.
Interventions are performed to resolve the issue: 1. Customer Care provides the
operator tips and instructions,
2. Sales proactively sends the customer offers and orders, and/or
3. Technical Service is dispatched to perform maintenance or repair.
Connected Service uses M2M and IoT data in real-‐time to trigger a
1:1 post-‐purchase, proactive dialog with the customer.
1
2
4 5
The resolution is recorded. Outages and accidents are prevented, sales captured, and customer dissatisfaction eliminated
6
Data is analyzed in real-‐time to identify issues.
3
Solution Layer Description Technology Partners
A1. Acquisition Sensor modules extract system logs or operating data from machines or vehicles and transmit wirelessly.
A2. Aggregation The data from muiltiple machines or vehicles collected and stored. Up to 1 TB / day / machine.
A3. Analysis Data is interpreted. Data that indicates a sales opportunity or service issue/problem are synchronized to SFDC.
A4. Assignment A case is created and assigned to a representative in sales or service.
A5. Action The assigned representative in sales, service or customer center receives an alert to take certain action. The representative records activities.
Connected Service | Reference Architecture
Copyright © Capgemini 2013. All Rights Reserved
6 Connected World DF14.pptx
Connected Service | Combine Use Cases
Business Case Manu Auto Trans Energy
Predictive Maintenance Improve Uptime !!!!! !!!!! !!!!! !!!!!
Improve Customer Satisfaction !!! !!!! !!! !!
Improve Efficiency !!!! !! !!!!! !!!!!
Enable Predictive Ordering/Selling !!!!! !!!!! !! !!
Optimize Resources !!!! !! !!!!! !!!!!
Enhance Safety !!!!! !!!! !!!!! !
Lower Environmental Impact !!! !!!!! !! !!!
Steer Product Development !! !!! !
Enable New Revenue Models !!!! !! !! !!!
Business Cases | Automotive
Copyright © Capgemini 2013. All Rights Reserved
8 Connected World DF14.pptx
Productivity „Change the fan belt in 6 days to prevent A/C from
failing.“
Enviroment. „Improve your fuel efficiency by shifting before 2.200
RPMs.“
Performance. „Extend the life of
your vehicle and get more power by using higher octane fuel.“
Performance. „Deactivate ECO Mode to get more power for
passing.“
Safety. „Avoid another accident by maintaining a
5 meter distance.“
Service. „Stop ahead. Roadside
assistance is behind you.“
Sales. „Upgrade to a 5 series to get the
performance you need.“
Economy. „Save money by down-
shifting instead of breaking.“
Sales. „Change your tires in 2 weeks to get improve performance and ensure safety.“
Service. „Add coolant to prevent
over-heating.“
Copyright © Capgemini 2013. All Rights Reserved
9 Connected World DF14.pptx
Performance. „Improve output 2% by opening air
vent „A.“
Sales. „You need a new A27 fuse in 96
hours.“
Safety. „Avoid accidents by closing
the lid before activating the
machine.“
Environment & Sales „Decrease emissions
by using our new synthetic lubircant.“
Productivity. „This module will fail in 7
hours. A service technician is already
on the way.“
Productivity & Sales. „Your hopper will be empty in 3 hours.“
Efficency. „“Combine parts in trays to reduce
tray inventory and reduce conveyor
usage.“
Service & Sales. „Order parts or schedule service. This module has not been
turned on in 2 days.“ Safety & Productivity.
„The unit will over-heat in 3 hours. Add coolant or turn-off.“
Safety. „Schedule training. This unit is not
being operated properly.“
Copyright © Capgemini 2013. All Rights Reserved
10 Connected World DF14.pptx
Safety. „Propeller B is oscilatting and
requires re-balancing.“
Productivity. „Service required. Unit is
outputting 3% less energy than comps.“
Efficiency. „Service required. This unit
outputting 7% less energy than comps.“
„Safety. Beacon light will fail in 64 hours.“
Service. „Ventillation required. Nacell
temperature increasing.“
Connected Service | New Revenue Models
• Priority SLAs. The SLA or guaranty of the future will be pre-‐emptive. Instead of a 24 hour response time, the manufacturer will offer to service a product before it breaks and before the customer repotrs an issue. This service level will have a price.
• Personalized Rates. Companies will offer pay-‐for-‐use, where price or rates reflect actual usage and behavior. Customers will opt-‐in to save money.
• Factory-‐as-‐a-‐Service or Product-‐as-‐a-‐Service. Products will be free. The company will replace (or complement) the one-‐time sale of a product with recurring revenue to support the customer. Customers will subscribe to services in order to get tips to save fuel, improve performance, lower operating costs, and prevent accidents.
• Data Remarketing. Products will be free. The data generated by the product will be packaged, sold and re-‐sold to third-‐parties. This revenue will more than offset the cost of the product, because it is recurring, and the marginal cost of the data is almost zero.
Connected Service | Live Demonstrations
Copyright © Capgemini 2013. All Rights Reserved
12 Connected World DF14.pptx
Presence of BING indicators
triggers an intervention, i.e. assignment and action.
Presence of BING indicators triggers an
intervention, i.e. assignment and action.
Data is aggregated and analyzed in real-‐time to identify BING indicators.
Consumer behavior is monitored, i.e.
acquired.
Connected Store | SmartPOS
1
2
3 3
www.capgemini.com
About Capgemini With more than 120,000 people in 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2011 global revenues of EUR 9.7 billion. Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore ®, its worldwide delivery model. Rightshore® is a trademark belonging to Capgemini
The information contained in this presentation is proprietary. Copyright © 2013 Capgemini. All rights reserved.