Most companies with M2M and IoT systems analyze the data only periodically to schedule predictive maintenance. At Capgemini, we use the data generated by connected devices in real-time to create a one-to-one post-purchase dialog with the business customer or consumer.
By analyzing the condition, performance and also use of connected products like cars and machines, our ConnectedService solution can trigger real-time customer interactions in sales, customer care, and service.
By using data in this manner, we enable a new set of proactive business cases like identifying new sales opportunities, decreasing emissions, improving safety, optimizing resources, and enhancing productivity.
First presented at Dreamforce 2014 by Michael Capone, Prof. Dr. Principal Business Analyst, DCX, Capgemini.
http://www.capgemini.com/salesforce
Enhancing Worker Digital Experience: A Hands-on Workshop for Partners
Connected Service: Leveraging M2M and IoT Data to Create Proactive 1:1 Customer Engagements
1. 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
michael.capone@capgemini.com
+49
151
4025
2836
2. 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.
4. 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...
5. Connected
Service
|
Full
Circle
IoT
When
the
data
indicates
an
issue
that
can
cause
a
problem,
a
case
is
created
and
assigned
to
the
proper
skill.
Data
from
many
connected
devices
is
aggregated
and
stored.
1
MB
new
data
per
day.
Performance
and
usage
data
is
acquired
and
transmitted
every
x
seconds.
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
11. 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.
13. Connected
Store
|
SmartPOS
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.
1
2
3
3