kpit conference aftersales tool based on e3 standards · and products 17 year old electronic...
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KPIT conferenceAftersales tool based on E3 standards
Thiemo FriedrichHead of Product ManagementViessmann Elektronik GmbH
© Viessmann Group
Let’s talk about standards
Let’s look at opportunities
Who we are
It all began with heat
Describing text in one or two lines
Index | Topic
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The Viessmann GroupFamily business with head office in Allendorf (Eder)
Founded Employees
Turnover in €/billionManufacturing sites
in 12 countries Countries with sales activities
Sales offices worldwideExport share in percent
191712.1002,3723
7412055
Countries with their own sales companies or partners
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The Viessmann GroupProduct impressions
Value Added Services
Products & Systems
Digital Services
Connectivity & Platforms
...
...
...
...
The Integrated Viessmann Solution Offering
Climate Solutions
The Viessmann Offering
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The Viessmann
Offering
SubSystemElectronic
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The Viessmann
Offering
SubSystemElectronic
Scope: E3 platform: E2E Electronic
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Let’s talk about standards
Let’s look at opportunities
Who we areIt all began with heat
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BILD
● lack of specialists in the market
● high costs for educatingthe team
● complex product portfolio (variants)
● margin and cost shift
● improving quality● rising business by service● stronger technical
possibilities
Product Motivation
Market is changing, asynchron, permanently.
Pain
Oppo
rtuni
ty
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Challenge: Scaling business models and products
● 17 year old electronic product portfolio
● one company, high motivated BUs, different “standards”
● process are not at all meshing
● People are just people, and people are a comfortable species
● phase out old products● a standard links, strongly, all BUs● with E2E standards we are
getting faster
Pain
We
lear
ned
The challenge is not only from a technical perspective.
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Challenge: Scaling business models and products
Madline, fügst Du hier ein Bild von der Tony Musikbox ein. Vl. findest Du ein Bild mit den Figürchen davor.
The challenge is not only from a technical perspective.
● 17 year old electronic product portfolio
● one company, high motivated BUs, different “standards”
● process are not at all meshing
● People are just people, and people are a comfortable species
● phase out old products● a standard links, strongly, all BUs● with E2E standards we are
getting faster
Pain
We
lear
ned
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Don’t we all just wanna
play?
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A standard has to be
built
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A standard has to be built
● products “behaviour” is different across the whole value chain
● independent from device (generic)
● bottom up standardisation● use case driven for e. g.
parameter● function driven looking to the
Viessmann offering stack● absolutely positive: there are
so many new opportunities
We have to standardize an end-to-end-platform.
Pain
Solu
tion
© Viessmann Group
Let’s talk about standards
Let’s look at opportunities
Who we areIt all began with heat
BILD ergänzen
_ meshing tool platform across the value chain
_ product for diagnostics
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Opportunity: one meshing tool platform
● different own developed, also own maintained tools
● e.g. challenges in R&D which tools are better performing
● only one tool-platform for the whole value chain
● reuse of sequences● improving quality from the early
beginning
Our focus: We create living spaces for generations to come.
KPIT Diagnostics Stack:e. g. MCD-3D
Development (Vitodev)Production (Vitodev)Diagnostics (Service Assistant)Customer (e. g. ViCare)Technical Service (Service Assistant)Installer (Service Assistent, Vitoguide)
KPIT Tools:Data base Designer,Communicator,OAS2,DDM,Trace2Fix
e. g. “Service” writing parameters
Pain
Solu
tion
© Viessmann GroupDatapoints and “services” are standardised and are reused.
Development Production Customer’s boiler
Customer’smobile phone
e. g. Service: Writing parametere.g. Datapoint: VDD274
Outside Temperatur Sensor21.4°C
or
An example for reuse
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Customer Journey
Viessmann solution life cycle
plan sales mounting/ commissioning
operationmodernisation/
exchange
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Business opportunity diagnostics
● Diagnostics can be done in different ways (e. g. bases on peoples education)
● DTC storage is limited: 99 items
● at the end one DTC: collecting issues.
● Diagnostics based on long-term experience of technician
● it is not a scaling business
We can solve some customer pains and know there is an interesting business model.
Pain
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Building a product
listen to the market
”My customer called me and says that he has a problem with his boiler. I don’t have
enough capacity at the moment to send out someone
on short notice. But I see that
his boiler is connected to the internet, so I offer him to
check his boiler remotely and will try to fix the problem from
the office.”Marco 43 | Craftsman
Holger (46) | Master Craftsman
TARGET GROUP ‘Installers in the office’ PROBLEM
Customers wishes: remote connection to the Viessmann product.
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Building a product
”I’m standing in front of the customer’s boiler, which is
located in his basement. The boiler is not connected to the internet and I don’t have any
cell-phone coverage here. There seems to be a problem with the boiler and I may have to replace certain parts to fix
this.”
TARGET GROUP ‘Installers in the field’ PROBLEM
Tobias (28) | Junior Master Craftsman
Robin (25) | Journeyman
listen to the market
Customers wishes: local connection to the Viessmann product. Internet is not available.
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After sales tool Service AssistantGetting market insights
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After sales tool Service AssistantScope
● one central tool for the heating installer and Viessmann service
● roles and rights management● improving service quality ● part of the customer journey● remember our pains at the
beginning of the presentation
● it is planned that the installer will have to be for the tool in the future
Opportunity: After sales tool.
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After sales tool Service AssistantTarget customers and their needs
… for Installers … for TD Service Technicians … for Installers & TD After-Sales
For local servicing, when customer’s boiler is not connected to the internet.
For local servicing, when customer’s boiler is not connected to the internet. Viessmann’s service technicians use Dell Toughbooks with MS Windows.
For remote servicing from the office. Possible, if customer’s boiler is connected to the internet.
© Viessmann Group
After sales tool Service AssistantTarget customers and their needs
mobileiOS | Android
… for InstallersFor local servicing, when customer’s boiler is not connected to the internet.
… for TD Service TechniciansFor local servicing, when customer’s boiler is not connected to the internet. Viessmann’s service technicians use Dell Toughbooks with MS Windows.
desktopMS Windows
… for Installers & TD After-SalesFor remote servicing from the office. Possible, if customer’s boiler is connected to the internet.
webCloud | Chrome | Firefox |
...
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After sales tool Service AssistantFeatures
FEATURES Mobile(for local servicing)
Desktop(for local servicing)
Web(for remote servicing)
Quick-check dashboard Yes Yes Yes
Guided initial commissioning Yes Yes No
Diagnostics, i.e. error list & error history, guided troubleshooting, threshold analysis, data trending Yes Yes Yes
System overview, i.e. connected ECUs & accessories / configured hydraulics schematics Yes Yes Yes
... Yes Yes Yes
... Yes Yes Yes
Pricing Model Yes Yes Yes
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Seems a lot, but only a small part in the customer journey
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Seems a lot, but only a small part in the customer journey
© Viessmann Group
What if ….… we can use a product which...
● … guides me through the commissioning process
● … helps me what to do in case that an error occurrs
● … helps me how to do a maintenance job
● … learns from my feedback
… let’s have a look at a short preview.
Value Added Services
Products & Systems
Digital Services
Connectivity & Platforms
...
...
...
...
The Integrated Viessmann Solution Offering
Climate Solutions
The Viessmann offering
Value Added Services
Products & Systems
Digital Services
Connectivity & Platforms
...
...
...
...
The Integrated Viessmann Solution Offering
Climate Solutions
The Viessmann offering