1.
Der ROI von IoT
Mit Connected Service den digitalen Wandel meistern
Prof. Dr. Michael J. Capone
Principal Analyst, Capgemini Digital

2.
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2Capgemini Datalympics_presentation.pptx
75,000,000,000
connected devices by 2020.
McKinsey forecasts companies to invest more than
$2.7 billion in IoT through 2020.
Drivers Enablers
Consumerization of
Corporate IT
consumer habits influencing workplace
Mobile
90%+ adoption rate
Cloud & In-Memory
scaleable, low cost, fast
Analytics
powerful and real-time
Competition
global competition forcing new USPs

3.
Converting device data into a business impact is a
transformational process.
M2M
Machine-to-machine involves
the communication between
machines to improve
productivity and safety.
Connected devices is a pre-
requisite for M2M.
IoT
Internet-of-Things
involves making the
data from connected
devices available in the
cloud for monitoring
and reporting.
Connected THINGS are
a pre-requisite for IoT.
Connected
Services
Connected Service eXperience
involves using the data from
connected devices in real-time to
identify a „Next Best Action“ and
trigger 1:1 interactions between
the sales, customer care, service
and the customer. Connected
evices, internet, and a predictive
analytics platform are pre-
requisite for CSX..
1
2
3
Control Tower Applications
New Value-added
ServicesProduction Automation

4.
Converting device data into action requires the
integration of multiple technologies.
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IoT Maturity Assessment, Architecture Framework & Project Plan
Functional Layer Description Technology
Action (A5) A task is automatically created for
sales, contact center, or service.
ERP Integration, Contact
Center, Field Service
Management, Mobile Apps
Assignment (A4) A „Next Best Action“ is
automatically generated.
Knowledge Base, Expert
System, Product Information
System
Analysis (A3)
Reports and dashboards are
produced, predictive and
prescriptive analytics.
Analytic Tools
Aggregation (A2) Data from mutliple, different
sources are consolidated.
Big Data, Data Lake, In-Memory
Database
Acquisition (A1) Data is created, collected, and
transmitted.
Sensors, Gateway, Connectivity

5.
Prescriptive analytics is changing the nature of CRM –
from reactive to proactive.
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5Capgemini Datalympics_presentation.pptx
t1 Issue t2 Problem t3 Recognition t4 Report t5 Record t6 Response t7 Resolution
DissatisfactionSatisfaction
1. An anomoly in operating data is identified that has a high-probability of impacting performance.
2. The issue manifests itself as a performance problem, failure or outage.
3. The customer is aware of the
problem. Dissatisfaction is
sensed, but not yet expressed.
4. The customer contacts the
manufacturer. Dissatisfaction is
expressed.
5. The manufacturer logs and
reviews the case.
6. The manufacturer
plans action.
7. The resolution is
complete.
1 2
3
4
5
6
7
Recovery
When service processes are sucessfully
executed, recovery is achieved. Recovery
means the cause of dissatisfaction is
resolved. Satisfaction is theoretically
restored.

6.
A combination of use cases yields a greater ROI
Machines
Assets
Shipments
Products
Decrease Energy Costs
Decrease Loss & Theft
Decrease Misuse & Accidents
Improve Efficiency & Productivity
Decrease Assets
Decrease Unplanned Downtime
Decrease Inventory Costs
Decrease Labor Costs
Decrease Cost of Waste
Decrease Costs for Parts & Supplies
Decrease Early Retirement
Decrease Shipping Costs
Extend Machine Life
Improve Productivity
Decrease Accidents
Decrease Energy Costs
Decrease Mishandling & Loss
Improve On-time Delivery
Grow After-Market Sales
Decrease Misuse & Warranty Costs
Decrease Accidents
Offer Value-Added Services
Improve First-Call Resolution Rate
Decrease Rearly Retirement
Improve Product Development
Reduce Undesired Side Effects
Reduce Accidents
Reduce Trial and Treatment Periods
Improve Efficacy
INTERNALEXTERNAL
People
OPTIMIZETRANFORMATIONAL

7.
New Revenue Models for Machine Data
• Mobility Guarantees, Uptime Guarantees & Pre-emptive SLAs.
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. Example: Mobility Concierge.
• Pay-as-you-Use. Companies will offer pay-for-use, where price or rates reflect actual usage
and behavior. Customers will opt-in to save money. Example: Pay-as-you-Drive.
• New Subscription Services. Companies are developing new subscription services for
customers. Customers will subscribe to services in order to get tips to save fuel, improve
performance, lower operating costs, and prevent accidents. Example: Car Net.
• Factory-as-a-Service or Product-as-a-Service. Products will be free. The
company will replace the one-time sale of a product with a recurring revenue model or
subscription. Example: Grocery Services.
• Data Remarketing. Products will be free. The data generated by the product will be
packaged and 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. Example: Smart Lights.

8.
Business Cases | Automotive
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8Capgemini Datalympics_presentation.pptx
Productivity
„Change the fan
belt in 6 days to
prevent A/C from
failing.“
Environment. „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.“

9.
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9Capgemini Datalympics_presentation.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.“

10.
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10Capgemini Datalympics_presentation.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.“

11.
30 Measurable Business Cases for IoT
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11Capgemini Datalympics_presentation.pptx
Send an email
Subject: ROI on IoT
to
michael.capone@capgemini.com
to receive the white paper.

12.
www.capgemini.com
About Capgemini
With more than 120,000 people in 40 countries, Capgemini is one of
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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
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developed its own way of working, the Collaborative Business
ExperienceTM, and draws on Rightshore ®, its worldwide delivery
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Rightshore® is a trademark belonging to Capgemini
The information contained in this presentation is proprietary.
Copyright © 2013 Capgemini. All rights reserved.