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Market Experiences in Monetizing IoE-Based Telematics Services
Leonard Sheahan, Oracle Product Marketing
Wednesday May 16th, 2018 @ 11.55am
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Market Experiences in Monetizing IoE-Based Telematics Services
• Understanding the opportunity to grow new digital revenue streams with IoE-based telematics
• Addressing the technical complexity, lack of industry expertise, unfamiliar ecosystems and uncharted business models to cash in on IoE-based telematics
• Turning expectations into reality – through a series of case studies, learn how various providers successfully delivered IoE-based telematics solutions by leveraging platforms / applications that enabled them to monetize innovative services and ecosystems
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A Definition or two … Telematics
• Telematics is an interdisciplinary field that encompasses telecommunications, vehicular technologies, road transportation, road safety, electrical engineering, and computer science
– Wikipedia
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Some Case Studies
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Verizon Telematics
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Verizon TelematicsMarket-leading telematics company offering services to clients around the globe.
Brand Ownership• Networkfleet: Fleet Telematics Solution• In-Drive: Aftermarket and Insurance Telematics Solution• White Label OEM Solution
Key Customers• Mercedes-Benz, State Farm, AAA, Volkswagen,
Nissan, Towers Watson, GE, and Roto-Rooter
Innovations• Fleet Management – Best-in-class Diagnostic data• Usage Based Insurance – Rich data with excellent data
compression• Automotive Makers – Mobile Applications for consumers
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Verizon Telematics ServicesConvenience• Lock & Unlock
• Flash Lights/Sound Horn
• Family Locate
• Geofencing
• Dealer Connect
• Usage Based Insurance
• Concierge
Navigation • Search & Send
• Turn by Turn Directions
• POI Download
• Location-Based Traffic
• Preferred Daily Route
Comprehensive Diagnostics• Maintenance Reminders
• Diagnostics Email
• Remote Emissions Monitoring
• Recall Notification
• Dealer messaging
Safety & Security• Automatic Crash Notification (ACN)
• SOS/Emergency Call
• Valet Alert
• Roadside Assistance
• Automatic Alarm Notification
• Stolen Vehicle Notification
Infotainment• Streaming audio
• POI Search
• App Store
• News, Weather, Sports Info
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IoE Digital References within e2e Lead to Cash Solution
• Verizon Telematics – 25% revenue growth yoy with B2B2C model• Full Lead to Cash for 1.2m OEM & 700k after market Automotive customers• Supporting brands inc. Mercedes, Volkswagon, State Farm with usage based Insurance, etc.
CRM
Order Orchestration
Integration
ServiceMonetization
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Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |© 2017 Concentrix Corporation Confidential© 2017 Concentrix Corporation Confidential
Insurance Healthcare Government
and Public
Sector
Banking Travel,
Transport
and Tourism
Technology Consumer
Electronics
Retail and
e-commerce
Media and
Comms
Concentrix Overview
Automotive
Bulgaria
Sofia
Varna
Portugal
Braga
PortoSpain
Madrid
Saudi
Arabia
China
Beijing
Chengdu
Dalian
Foshan
Shenzhen
Malaysia
Cyberjay
aThailand
BangkokVietnam
Ho Chi Minh
City
Canada
Chatham, ON
Dartmouth, NS
Hamilton, ON
Mississauga, ON
Moncton, NB
Montreal, QC
Niagara Falls, ON
Oshawa, ON
Peterborough,
ON
United States
Fremont, CA –
Head Office
Daleville, IN
Farmington Hills,
MI
Greenville, SC
Hunt Valley, MD
Irvine, CA
Milwaukee, WI
Richmond, VA
Rochester, NY
Salt Lake City, UT
Southfield, MI
Tempe, AZ
Nicaragua
ManaguaCosta Rica
San Jose
Jamaica
Montego Bay
Colombia
Bogotá
Uruguay
Montevideo
Brazil
Barueri
Sao Paulo
- Agua
Branca
- Barra Funda
Fortaleza
United
Kingdom
Belfast
Gourock
LondonSlovakia
Bratislava
UAE
Dubai
Indonesi
a
Jakarta
India
Aurangaba
d
Bangalore
Chandigarh
Chennai
Gurgaon
Kolkata
Mumbai
Noida
Pune
Ranchi
Vadodara
Vizag
South
Korea
Seoul
Japan
Fukuoka
Hiroshima
Sapporo
Tokyo
Uruma
Australia
Ballarat
Brisbane
Melbourne
Philippines
Cagayan De Oro
Cebu
Davao
Manila
Naga
Nuvali
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Concentrix Integrated ApproachB
usi
ne
ss P
roce
ssM
arke
tin
g So
luti
on
s
33 Years 14 Years 12 Years
4 Years
3 Years
33 Years 14 Years 12 Years
• Touch Points• Data
• Decision Support• Analytics
• Best Practices• Six Sigma
• Strategy• 360⁰ Customer View
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Concentrix Connected Car Capabilities
Connected Car Customer
Engagement Services
Conversion & Renewal
Connected Car Platform
as a Service
• Platform Configuration
• Product Catalog Management
• Enrollment Enablement (Consumers, Dealer Staff, Contact Center Staff)
• Business operations Support
• Platform Support
• New Service Introduction
• Payment Processing Management
• Merchant Processing Management
• Conversion / Renewal Enablement
Marketing• Digital Awareness• Subscription Offers• Value Prop Videos
Contact Center• Assisted Enrollment• Welcome Contacts• Dealer Support
Marketing• Vehicle Health Report• Campaigns (Subscription and
Dealer)• Education Content
Contact Center
• Emergency and Roadside Handling
• Subscription and Feature Support
Marketing• Partner offers• Propensity based
campaigns
Contact Center• Billing and Payment
Support• Retention• Sales
Customer Lifecycle
UsageEnrollment
Customer
Vehicle & Customer Insights
Concentrix leverages all available data and applies insights to customer engagement, with a focus on proactive issue avoidance and resolution and highly curated communications
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Case Study: Hyundai Blue Link Gen2
Solution Live in
110 Days
Business Problem:
• Direct control over customer offers and promotions vs
relying on a third party
• Seamless, differentiated customer experience
• Flexibility to quickly introduce new services/offerings
Solution:
• Dedicated, white-label Oracle Connected Vehicle
platform
• Integrated with owner marketing/CRM programs
(operated by Concentrix)
• Operated by Concentrix, with the option to transfer
internal to Hyundai when ready
Results:
• Increase in subscription sales (28.6%)
• Increase in JD Power Initial Quality Study (IQS) results
• Increase in dealer visits (23%) and dealer services (29%)
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Maximizing Customer Interactions1. Reinforce brand relationship – improving
customer satisfaction and loyalty
2. Provides maintenance reminders with easy link to service appointments
3. Relevant offers via enrichment
4. Reinforces dealership service relationship
5. Online Media
✓ Receipt confirmation
✓ Read confirmation with read counter
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Solving the real problem with an integrated platform
Feedback loop to make products better
Driving business to dealers by enabling them to interact more efficiently
Addressing multiple consumers of the customer experience
Extending monetization through external collaboration
Omnichannel to enhance the experience and generate dramatically more insight
Autos
Product
Planning
EngineeringConnected
Car
IoE
Handsets
Watches
Dealer
Sales
Dealer
Service
Owner
Subscribers
FleetsCar
Sharing
Services
CNX
Platform
Extended
Offering
Partners
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A Use Case depicting typical interactions
Autos
Product
Planning
EngineeringConnected
Car
IoE
Handsets
Watches
Dealer
Sales
Dealer
Service
Owner
Subscribers
FleetsCar
Sharing
Services
CNX
Platform
8. Dealer on their
way to fix tire and
recalls
11. Increment
tire service
used
6. RU avail
to service?
7. RU avail to tow to
dealership?
10. Increment
tire issue
9. Increment
happy
customer
2. Push Msg to
App
Retail
Affinity
Partners
Extended
Offering
Partners
3. Your tire
pressure is low and
we are working to
correct it
5. Any recalls to
be addressed?
1. Tire Pressure
is Low!
4. Roadside
Subscriber?
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Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |© 2017 Concentrix Corporation Confidential
Concentrix Next Gen Connected Car Platform
➢ ComprehensiveCovers every aspect of managing, marketing, and delivering the perfect Connected Car Customer Experience (end to end)
✓ 10 key functional areas pre integrated✓ Includes Vehicle Gateway, Contact Center, Websites
(Microservices), Smartphones, Social, API Gateway, Monetization, Identity Management, Business Intelligence, Customer Data Management, Big Data Discovery, clearly much more than the typical Connected Car Solution
➢ Turn Key20+ Industry Leading Cloud solutions configured with Concentrix industry knowledge and integrated into one powerful Concentrix Connected Car Solution
✓ Concentrix industry expertise is baked in:✓ Digital Marketing for 80% of the Automotive Industry✓ Supporting 85% of the Connected Cars
(50% of cars sold in the US)
✓ Foundational technology found in 15 of the Top 15 Fortune 500 Auto Manufacturers
➢ Personalized Customer ExperienceDelight current and prospective customers by learning, predicting and delivering what they want, sometimes before they even know what that is.
✓ Using world-class data analytics, we help you build detailed profiles of your target customers, understand what moves them, and run personalized campaigns with multiple touchpoints (email, display search, web, video and mobile) that translate into educated, satisfied customers who are loyal over the long term and generate great word of mouth.
✓ Our solution also delivers real-time reporting and insights to support continuous improvement of your outreach and your brand performance.
Integration
CloudMobile Cloud
Big Data
Cloud
Data Discovery
IoE CloudEvent Hub
Mkting Cloud Configure, Price, Quote
Customer Data
Management
Service Cloud
Social Cloud
Identity Mgmt
API Cloud
BusinessIntelligence
Process Cloud
Database Cloud
M2M
Monetization
Oracle Public Cloud
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Bell IoE Connected Car Solution: Real Life Experiences
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Telematics: Real Life Experiences
Bell Alliance with HATA
➢ Hyundai and Kia are 2 of the world’s leading car and SUV manufacturers
➢ HATA (Hyundai AutoEver Telematics America) is a subsidiary of Hyundai Motor Group providingTelematics services for the Hyundai and Kia automobile brands in North America
➢ HATA chose Bell to deliver their BlueLink and UVO in-vehicle services in Canada using Bell’s nationalmobile network
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Telematics: Real Life Experiences
Services and features
HATA delivered a range of cutting-edge telemetry services to select Hyundai and Kia vehicles over Bell's national mobile network
The features are providing control over vehicle functions along with driver information and voice communication:
➢ Emergency roadside assistance➢ Automatic collision notification➢ Maintenance alerts and➢ On-demand diagnostics.➢ Remote start➢ Climate control➢ Local search➢ Remote door lock/unlock,➢ Infotainment
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Key solution components:
Bell IoE Telemetry – Platform & Solution
SIM Ordering2
SIM Provisioning3
Accounts & Usage Management4
Self Serve Portal1 Key vision points
➢ Leveraging assets and skills across multiple verticals
➢ Seamless integration with partner portal
➢ Accelerate time to market and lower IT TCO
➢ Stable and performing systems with full DRP
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•
Real Time ControlView deployed devices at a glance with real time network connectivity status
Automated Lifecycle ManagementFully automate the activation process across every stage of your product lifecycle
Cost & Billing ManagementAnalyse rate plans & usage, set controls to manage device thresholds
Diagnostics ToolsTroubleshoot issues quickly on any device, anywhere, anytime
Easily launch, manage & monetize the connected devices
Bell IoE Telemetry: Self Serve Portal
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Manage SIMs and view subscriptions
Customers stay in control and direct operations across all IoE connections with ‘self-managed’ subscription tools
Order SIMs
View Subscriptions
➢ Order SIMs right from your desktop➢ SIMs are ready to be used once you receive
them
IoE Platform
Bell IoE Telemetry: SIM Ordering & Management
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SOM
C-COM
BSS
OSS
OrderMax
B-COM
UIM
Insight/CSM EOM
TOM WOM
NM1
ASAP ... SMP
DM
S 1
00
Bro
adw
ork
s
An
ypat
h
...
...
...
C2
0
An
ypat
h
...
Service Order Management
Network Element
Activation System
Technical Order Management
Unified Inventory Management
Orchestrate Service OrderProcess CFS
Create TOM Order
Design & Assign (CFS to RFS)Service Management
Resource Management
Orchestrate ActivationProcess RFS & Resource
OSM (Order Service Management) UIM (Unified Inventory Management)
OSM (Order Service Management)
The Orchestration and the Activation systems are Oracle native OSM and ASAP products, customized by our systems’ integrator CGI
Leveraging best in class applications and global solutions.
Bell IoE Telemetry: Orchestration and Provisioning
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CFS
Product
SOMCFS
RFS RFS RFS
Resource Resource Resource ResourceResource
Product Product
ProductBundle
ProductBundle
ProductBundle
ProductBundle
ProductBundle
Customer Facing Service
Resource Facing Service
NP
IN
TI
Pro
du
ctSe
rviceR
eso
urce
BSS
OSS
• Adoption of PSR Model: Separate product, from service, from resources
• Share Wireless and Wireline, Business and Consumer systems, while supporting market differentiation
PSR Model
Benefits
• Enables market agility
• Business model flexibility
• Rapid expansion, enabling quick new services integration
• Single and modern OSS/BSS approach for multiple verticals, domains and technologies
Bell IoE Telemetry: Orchestration and Provisioning
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Bell IoE Telemetry: Challenges & Learnings
• Leveraging the Wireless Consumer solutions resulted in re-engineering many processes and services
• There were challenges to adapting the Mobile platforms and services to IoE lower ARPU services
• Process related challenges to merge the W+ and W- cultures and adopting a more agile and dynamic path for the Orchestration layer:• To expedite the IoE solution implementation • And keep up with the IoE high demand and growth
• Great learning from the experience to moving away from the legacy OSS and BSS systems and adopt a new modular PSR model to flexibly deploy and scale network services
, just realign it - Anthony J. D’Angelo
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IoE Monetization – Electronic Road Toll Pricing
• Toll Points defined along Highway using IoE Asset Management geo-fencing
– Toll Prices set for Vehicle Categories like Cars, Trucks
– Peak / Off-Peak periods defined for higher Toll charges during Peak hours
• Vehicles with GPS enabled OBU enter toll areas
– Vehicle Location tracked by IoE Asset Monitoring Application
– As Vehicles enter Toll points, alert is generated by IoE Platform and recorded
– Details from alert sent to Monetization for Toll Charging (Event Timestamp, OBU Identifier, Vehicle Type)
• Monetization receives real-time transaction from IoE Asset Monitoring
– Monetization applies Toll charge based on Vehicle Type, Time of Day
– Real-time notification sent back to OBU in car displaying Toll Charge and updated Balance
Account
ReceivableCollections
Product
Master
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IoE Monetization – Charging Workflow
IoE Cloud Service
IoE Asset Monitoring
Analyze Integrate
Stream Processing REST APIs
Message with details of OBUwith entry details & timestamp
Sent to billing
3
Vehicles with GPS enabled OBU
1 2
Car entersGeo-fenced
areas
Collections
Monetization Real-time Charging
4
Balance Notification sent back to vehicle OBU5
Balance Deducted
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IoE Provider Model Customers Notes
CX/RODOD for B2B2X
• Global deployment for Order to Cash / Accounting for B2B & B2C
• Telematics – joint design & after market solutions –addressing Auto, Insurance
• 1.2m OEM & 700k after market Automotive customers
CX/RODODfor B2B2X
• Managed services solution offered and operated by Concentrix / Minacs using Oracle on-prem solution
OSS + Jasper for B2B2X
• Bell pursuing connected car, smart cities and NB LP IoE strategy
• Current solution supports Hyundai & Kia models for telematics and infotainment services
IoE-based Telematics – Customer Examples
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Comprehensive IoE Solutions – Provisioning & Monetization
In Summary …
Device/Sensors Network / IoE Connectivity IoE AppsIoE Platform
IoE Monetization
IoE CX
IoE Provisioning & InventoryProvisioning FlowsMonetization Flows
• Supported IoE Customer Use Cases
– Telematics• Connected Car
• Usage based Insurance
– Smart Cities• Smart Parking
• Road Toll
• Industry Showcases–Wind Turbine “aaS”
– 3D Printing “aaS”
• IoE B2B Customers B2B2X End Customers
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