A key driver of this "service revolution" is technologies such as IoT and M2M, which enable new business models on the one hand and an insight into product usage on the other. Customer wishes and user behavior thus flow into product improvement and bind the customer with services beyond the product.
How the Internet of Things (IoT) is changing aftersales services was the topic of the M2M theme evening at doubleSlash's Munich office. As a member of the M2M Alliance We hosted the event last week, which was attended by representatives (product and innovation managers as well as service managers) from companies such as BMW, Carrier, ThingWorx and VW.
How IoT is revolutionizing service processes
Stefan Bode, Business Development Manager at our partner company ThingWorx, gave insights into how IoT is revolutionizing service processes in his presentation.
Stronger networking of people, machines and systems: The possibilities for networking companies and their products with the environment are many and varied, and the Stages that a company goes through until a new business model is created extensive. The trend is clearly recognizable: mere networking does not provide any added value for companies and their customers, because only when these networked products become networked systems, which in turn can be integrated into other systems, will they be able to offer added value. Networked systems integrated, a real customer benefit is created. This ranges from use cases such as remote services and enabling predictive maintenance through to warranty management, where decisions on warranty cases are based on usage data.
Optimization of process times as a clear added value of IoT: This stronger networking of Man, machine and systems companies will be able to significantly optimize process times in the future. An example: a component breaks and reports this condition. This information ends up in a system (e.g. SAP), which forwards the information to a service technician. The technician automatically knows which spare parts are needed and can solve the problem more quickly (first fix rate). If this process runs quickly and smoothly, it offers the customer real added value.
What added value do your customers gain from using predictive maintenance? Download business case now
Paradigm shift in information and communication technology: IoT therefore also brings with it a paradigm shift in IT. While a lot of work is still done with software suites today, the trend and necessity is increasingly moving towards apps and software as a service (SaaS). Open standards in the network are becoming increasingly important in the networking of products, just as real-time information is replacing time-networked data images. There is also a clear trend towards pay per use instead of paying license costs.
ThingWorx has thus shown what is and will be technologically possible with IoT. BMW has already been using this networking of systems for several years with Teleservices as part of ConnectedDrive. Uwe Krüger, team leader of Teleservices, showed at the theme evening where the journey is heading.
Aftersales perspectives on the connected vehicle
IoT delivers both internal and external services: Teleservices combine internally relevant use cases and external services that cover real customer needs. For example, transmitting the battery status to the manufacturer is a use case that supports BMW's internal quality measures. Concierge services, on the other hand, in which the geodata for a driver's desired destination (ATM, hotel, restaurant) is automatically transmitted to the navigation system, is a use case that addresses a real customer need. IoT, in this case telematics services, therefore help both to ensure the functionality of the vehicle and to offer the customer added value over the entire vehicle usage cycle, thereby increasing customer loyalty.
The challenge is to make the quantity of data available in a stable manner and to use it sensibly: The number of connected vehicles will grow enormously in the future. The challenge of managing the volume of data and data transactions in operational business in the future will continue to increase with the goal of comprehensive networking of people, machines and systems. Major issues that car manufacturers will have to deal with in the future include
- Big Data: The increase in connected vehicles also means that more data is being supplied. Car manufacturers are faced with the challenge of recognizing patterns from this data and deriving new insights from it. Of course, this also applies to other manufacturers of connected products.
- Digital touchpoints and remote services: The connected vehicle is changing the touchpoints between manufacturers and customers. The connected vehicle can be addressed and controlled remotely via various devices - today the smartphone, in the future perhaps via the smartwatch.
LightningTalks - Flashes on topics made by doubleSlash
The so-called Lightning Talks have become a tried and tested presentation format at doubleSlash. The speakers have 5 minutes to get to the heart of a topic briefly and concisely. Three speakers from doubleSlash use this format for these topics:
- IoT and processes: What does the technology mean for me? Stefan Meyer, Senior Business Consultant IoT at doubleSlash
A great deal is already technically feasible with IoT. It is important to simply integrate the right use cases into the company and make them usable for the customer. A striking example of this was the networked coffee machine, which illustrates the topic of process optimization very simply and strikingly. - Learnings from ChargeNow - charged business models. Meike Heim, Business Consultant E-Mobility at doubleSlash
The "complaints when charging" electric vehicles will only stop if the infrastructure is standardized and the customer journey is consistent - regardless of how many providers are involved in the network. The key to success: integration of access technologies. One example of this is BMW ChargeNow: customers can "fill up" at all charging stations and only receive one bill from one provider at the end of the month. - IoT - Internet of Marketing? Michaela Ehrt, Online Marketing Manager at doubleSlash
Marketing departments are also facing new challenges and opportunities in the age of IoT. The trend is moving away from the "watering can principle" towards a customer-specific approach in real time. Companies are increasingly entering into a digital relationship with the customer via the product, based on trust. This is also referred to as product relationship management.
Showcase Connected Bikes
Another highlight was the connected bike from CarboFibretec in Friedrichshafen. Managing Director Thomas Leschik used the Smartwheel to showcase the IoT as a hands-on experience and illustrated how connectivity and the sensors used optimize user safety.
