Tsp value chain

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  • 1. Driver Car OEM/Dealer 3rd parties The role of the TSP is to connect… Click anywhere to continue
  • 2. OEM Data Centre Dealer Management System Driver Car 3rd parties OEM/Dealer Data Sharing Clouds Content Provision Clouds TCU Telecom S’phone Call Centers Customer Portals https://www.oem.com The role of the TSP is to connect… Click anywhere to continue
  • 3. OEM Data Centre Dealer Management System Driver Car 3rd parties OEM/Dealer Data Sharing Clouds Content Provision Clouds API Interfaces Dispatcher TCU Telecom M2M Interface OEM Portal Dealer Portal S’phone Call Centers CallCentre Interface Customer Portals https://www.oem.com UserPortal Interface Supporting interfaces is a key TSP role Click anywhere to continue
  • 4. OEM Data Centre Dealer Management System Driver Car 3rd parties OEM/Dealer CRM/ VRM Data Gateway Billing Management Service Management Data Sharing Clouds Content Provision Clouds API Interfaces Dispatcher TCU Telecom M2M Interface OEM Portal Dealer Portal Call Centers CallCentre Interface Customer Portals https://www.oem.com UserPortal Interface S’phone App Store Content management Primary TSP Roles Click on each component to find out more
  • 5. OEM Data Centre Dealer Management System Driver Car 3rd parties OEM/Dealer CRM/ VRM Data Gateway Billing Management Service Management Data Sharing Clouds Content Provision Clouds API Interfaces Dispatcher TCU Telecom M2M Interface OEM Portal Dealer Portal Call Centers CallCentre Interface Customer Portals https://www.oem.com UserPortal Interface S’phone App Store Content management Primary TSP Roles A system in the vehicle that manages the sending and receiving of data to the vehicle. TCU is a general term, which can include: • Systems that have an embedded Network Access Device (NAD) and an embedded SIM chip • Systems that do not have embedded connectivity, but rather connect via the user’s mobile phone • Hybrid systems that have an embedded NAD but rely on an external SIM (e.g. via Bluetooth SAP or a twin SIM) TCU – Telematics Control Unit (Continental TCU) TCU Click anywhere to return
  • 6. OEM Data Centre Dealer Management System Driver Car 3rd parties OEM/Dealer CRM/ VRM Data Gateway Billing Management Service Management Data Sharing Clouds Content Provision Clouds API Interfaces Dispatcher TCU Telecom M2M Interface OEM Portal Dealer Portal Call Centers CallCentre Interface Customer Portals https://www.oem.com UserPortal Interface S’phone App Store Content management Primary TSP Roles The mobile networks through which data is transferred from the vehicle to the TSP. The type of technology used can vary from region to region, which can affect the choice TSP. Data can be delivered using 2G, 3G or 4G, depending on the types of services that have been implemented. Telecom (examples of MNOs) Click anywhere to return
  • 7. OEM Data Centre Dealer Management System Driver Car 3rd parties OEM/Dealer CRM/ VRM Data Gateway Billing Management Service Management Data Sharing Clouds Content Provision Clouds API Interfaces Dispatcher TCU Telecom M2M Interface OEM Portal Dealer Portal Call Centers CallCentre Interface Customer Portals https://www.oem.com UserPortal Interface S’phone App Store Content management Primary TSP Roles The Machine-to-Machine (M2M) interface is used to enable the TSP and/or OEM to manage the SIMs, including provisioning services and programming the required numbers. M2M Interface (examples of Telit’s SIM management platform) Click anywhere to return
  • 8. OEM Data Centre Dealer Management System Driver Car 3rd parties OEM/Dealer CRM/ VRM Data Gateway Billing Management Service Management Data Sharing Clouds Content Provision Clouds API Interfaces Dispatcher TCU Telecom M2M Interface Call Centers CallCentre Interface Customer Portals https://www.oem.com UserPortal Interface S’phone App Store Content management Primary TSP Roles The concept of a ‘Dispatcher’ was first proposed within the NGTP program (led by BMW and WirelessCar). It is a first- point of contact for the car, which then determines which service provider data should flow to. It has been proposed as a way of decoupling the TCU from the back-end IT, so that any changes to either side do not require a major re- design of all other components. Although the term is seen as ‘BMW-centric’, the concept of a dispatcher has been adopted by many other OEMs, and it is increasingly seen as a strategically-important component to in-source. Dispatcher OEM Portal Dealer PortalDispatcher To TSP(s) Link between the vehicle and TPS is controlled by the dispatcher role Click anywhere to return
  • 9. OEM Data Centre Dealer Management System Driver Car 3rd parties OEM/Dealer CRM/ VRM Data Gateway Billing Management Service Management Data Sharing Clouds Content Provision Clouds API Interfaces Dispatcher TCU Telecom M2M Interface OEM Portal Dealer Portal Call Centers CallCentre Interface Customer Portals https://www.oem.com UserPortal Interface S’phone App Store Content management Primary TSP Roles The role of the portal is to offer vehicle and client specific information to the OEM. It often enables OEMs to analyse statistics about the usage of different services, and can also act as an interface to the OEM’s CRM database. OEM Portal (Onstar OEM portal) Click anywhere to return
  • 10. OEM Data Centre Dealer Management System Driver Car 3rd parties OEM/Dealer CRM/ VRM Data Gateway Billing Management Service Management Data Sharing Clouds Content Provision Clouds API Interfaces Dispatcher TCU Telecom M2M Interface OEM Portal Dealer Portal Call Centers CallCentre Interface Customer Portals https://www.oem.com UserPortal Interface S’phone App Store Content management Primary TSP Roles The main function of the dealer portal is to help the initial set up of telematics services for a new vehicle. In some cases the dealership can input the customer details into the system to register and set up initial services. For OEMs that have implemented remote diagnostic services, the dealer portal can also be used to notify the dealerships of vehicle faults and what parts are required. Dealer Portal (Volvo OnCall Dealer portal) (Xtime Dealer Portal) Click anywhere to return
  • 11. OEM Data Centre Dealer Management System Driver Car 3rd parties OEM/Dealer CRM/ VRM Data Gateway Billing Management Service Management Data Sharing Clouds Content Provision Clouds API Interfaces Dispatcher TCU Telecom M2M Interface OEM Portal Dealer Portal Call Centers CallCentre Interface Customer Portals https://www.oem.com UserPortal Interface S’phone App Store Content management Primary TSP Roles There are two types of interfaces between the call centre and the TSP can be via 2 different methods: 1. Data server located at the call centre – this was the traditional approach used by TSPs to interface with call centres 2. Web portal interface – this is a more effective method more commonly used now as it does not require additional hardware or software within the call centre, making it easier to switch call centres Call Centre Interface (Typical call centre interface) Call Centers Click anywhere to return
  • 12. OEM Data Centre Dealer Management System Driver Car 3rd parties OEM/Dealer CRM/ VRM Data Gateway Billing Management Service Management Data Sharing Clouds Content Provision Clouds API Interfaces Dispatcher TCU Telecom M2M Interface OEM Portal Dealer Portal Call Centers CallCentre Interface Customer Portals https://www.oem.com UserPortal Interface S’phone App Store Content management Primary TSP Roles Most OEMs now offer portals for drivers to access information about their vehicles and book visits to dealers. For connected car services, these portals can also be used to enable drivers to remotely set preferences, monitor or control their cars. The TSP often needs to have an interface to such portals to collect and share data with the vehicle. User Portal Interface (Hyundai BlueLink portal) Customer Portals https://www.oem.com Click anywhere to return
  • 13. OEM Data Centre Dealer Management System Driver Car 3rd parties OEM/Dealer CRM/ VRM Data Gateway Billing Management Service Management Data Sharing Clouds Content Provision Clouds API Interfaces Dispatcher TCU Telecom M2M Interface OEM Portal Dealer Portal Call Centers CallCentre Interface Customer Portals https://www.oem.com UserPortal Interface S’phone App Store Content management Primary TSP Roles Due to the large number of content providers, a growing number of companies (content providers, OEMs, hardware supliers, TSPs) are develop Application Programing Interfaces (APIs) to interface with each other. APIs allow other players to tap into servers and use content in a flexible manner without major re-designs. API management is becoming an increasingly important role for TSPs. API Interfaces TSPContent Content Content Content Content Content ContentAPI API API Click anywhere to return
  • 14. OEM Data Centre Dealer Management System Driver Car 3rd parties OEM/Dealer CRM/ VRM Data Gateway Billing Management Service Management Data Sharing Clouds Content Provision Clouds API Interfaces Dispatcher TCU Telecom M2M Interface OEM Portal Dealer Portal Call Centers CallCentre Interface Customer Portals https://www.oem.com UserPortal Interface S’phone App Store Content management Primary TSP Roles Data Sharing Clouds are a new concept within the automotive industry. It is based around the idea of extracting anonymised data from the car (such as location, speed, etc) and selling this through a central cloud. Whilst some OEMs are already doing this through their private clouds, the value of data is being limited by the small volume. In the longer-term, players such as Microsoft are promoting Data Sharing Clouds that will enable app developers to access data from a large number of OEMs. Whilst TSPs are not currently managing this relationship, at some point they are likely to need to interface to such Clouds. Data Sharing Clouds Data Sharing Clouds (Microsoft’s Windows Azure Data Marketplace) Click anywhere to return
  • 15. OEM Data Centre Dealer Management System Driver Car 3rd parties OEM/Dealer CRM/ VRM Data Gateway Billing Management Service Management Data Sharing Clouds Content Provision Clouds API Interfaces Dispatcher TCU Telecom M2M Interface OEM Portal Dealer Portal Call Centers CallCentre Interface Customer Portals https://www.oem.com UserPortal Interface S’phone App Store Content management Primary TSP Roles Content provisioning clouds is a term used to describe any content providers that deliver online content to connected cars. This can include traffic information, weather information, parking information, news, stocks, etc. TSPs must interface with all of these players in order to provide a competitive offering to OEMs. Content Provisioning Clouds Content Provision Clouds Click anywhere to return
  • 16. OEM Data Centre Dealer Management System Driver Car 3rd parties OEM/Dealer CRM/ VRM Data Gateway Billing Management Service Management Data Sharing Clouds Content Provision Clouds API Interfaces Dispatcher TCU Telecom M2M Interface OEM Portal Dealer Portal Call Centers CallCentre Interface Customer Portals https://www.oem.com UserPortal Interface S’phone App Store Content management Primary TSP Roles The customer portal is used to provide the driver with a way to interact with their services and the OEM. The following features can often be accessed from a user portal:  Register for services  Set up new services  Increase subscription period  View data from the vehicle  Send data (POIs etc) to the vehicle  Find information about how the services work Customer Portals (Hyundai BlueLink portal) Customer Portals https://www.oem.com Click anywhere to return
  • 17. OEM Data Centre Dealer Management System Driver Car 3rd parties OEM/Dealer CRM/ VRM Data Gateway Billing Management Service Management Data Sharing Clouds Content Provision Clouds API Interfaces Dispatcher TCU Telecom M2M Interface OEM Portal Dealer Portal Call Centers CallCentre Interface Customer Portals https://www.oem.com UserPortal Interface S’phone App Store Content management Primary TSP Roles Call centres are a common part of many telematics architectures, and can support drivers in various circumstances, such as breakdowns, accidents or finding destinations. Call Centres Call Centers eCall/bCall: The call centre can offer these services and liaise with the relevant parties (emergency services or breakdown companies). Concierge: The call centre offer services such as hotel/restaurant/train booking. Navigation: The call centre can offer information on POIs and navigation directions. Technical helpline: The call centre can offer technical help on how to operate features within the car. Diagnostics: Similar to a technical helpline however these call centres have more technical information and can access specific vehicle info such as fault codes. Examples of call centres Click anywhere to return
  • 18. OEM Data Centre Dealer Management System Driver Car 3rd parties OEM/Dealer CRM/ VRM Data Gateway Billing Management Service Management Data Sharing Clouds Content Provision Clouds API Interfaces Dispatcher TCU Telecom M2M Interface OEM Portal Dealer Portal Call Centers CallCentre Interface Customer Portals https://www.oem.com UserPortal Interface S’phone App Store Content management Primary TSP Roles A Dealer Management System (DMS) is an software platform created specifically for dealers to help them handle finance, sales, parts, inventory and administration components of running their dealership. For certain types of connected car services, such as remote diagnostics, TSPs must interface with DMS systems in order to send data relating to vehicle breakdowns or faulty systems. Dealer Management System (Example of a DMS) Click anywhere to return
  • 19. OEM Data Centre Dealer Management System Driver Car 3rd parties OEM/Dealer CRM/ VRM Data Gateway Billing Management Service Management Data Sharing Clouds Content Provision Clouds API Interfaces Dispatcher TCU Telecom M2M Interface OEM Portal Dealer Portal Call Centers CallCentre Interface Customer Portals https://www.oem.com UserPortal Interface S’phone App Store Content management Primary TSP Roles Vehicle manufacturers typically have their own data centres for managing:  Customer data  Vehicle information  Service subscription available to a vehicle  Vehicle service history TSPs will therefore often need to interface with these data centres in order to collect customer-related data. OEM Data Centre OEM Data Centre Click anywhere to return
  • 20. OEM Data Centre Dealer Management System Driver Car 3rd parties OEM/Dealer CRM/ VRM Data Gateway Billing Management Service Management Data Sharing Clouds Content Provision Clouds API Interfaces Dispatcher TCU Telecom M2M Interface OEM Portal Dealer Portal Call Centers CallCentre Interface Customer Portals https://www.oem.com UserPortal Interface S’phone App Store Content management Primary TSP Roles CRM/VRM Customer Relationship Management (CRM) defines any components within the TSP that are used to support communication and marketing (via e-mail, post, etc) with the driver. Vehicle Relationship Management (VRM) defines any components within the TSP that are used to manage data extracted from vehicle. VRM is often used to support applications such as remote diagnostics and/or warranty analysis. Click anywhere to return
  • 21. OEM Data Centre Dealer Management System Driver Car 3rd parties OEM/Dealer CRM/ VRM Data Gateway Billing Management Service Management Data Sharing Clouds Content Provision Clouds API Interfaces Dispatcher TCU Telecom M2M Interface OEM Portal Dealer Portal Call Centers CallCentre Interface Customer Portals https://www.oem.com UserPortal Interface S’phone App Store Content management Primary TSP Roles Billing Management Billing Management is the mechanism used by drivers to pay for services. In simple subscription-based services, this could involve TSPs sending out paper-based bills each year and collecting money from drivers. For more advanced app store solutions, billing management requires complex real-time payment solutions and flexible billing arrangements (e.g. pay per use or short-term subscriptions). (Orga Systems billing engine used on BMW’s App store) Click anywhere to return
  • 22. OEM Data Centre Dealer Management System Driver Car 3rd parties OEM/Dealer CRM/ VRM Data Gateway Billing Management Service Management Data Sharing Clouds Content Provision Clouds API Interfaces Dispatcher TCU Telecom M2M Interface OEM Portal Dealer Portal Call Centers CallCentre Interface Customer Portals https://www.oem.com UserPortal Interface S’phone App Store Content management Primary TSP Roles This is the section which controls where data is routed to and from. For example if a eCall is made the data will be passed onto the relevant call centre, whilst if a Google Local Search request is made the data would be routed to the Google content servers. Data Gateway Data gateway 1 2 Data & voice Data only eCall initiated, the vehicle sends voice & data to the TSP Google Local Search initiated, the vehicle sends the POI request to the TSP The data gateway routes the data (& voice if applicable) to the relevant provider Click anywhere to return
  • 23. OEM Data Centre Dealer Management System Driver Car 3rd parties OEM/Dealer CRM/ VRM Data Gateway Billing Management Service Management Data Sharing Clouds Content Provision Clouds API Interfaces Dispatcher TCU Telecom M2M Interface OEM Portal Dealer Portal Call Centers CallCentre Interface Customer Portals https://www.oem.com UserPortal Interface S’phone App Store Content management Primary TSP Roles Content Management refers to the TSP’s role of aggregating content from a large number of players and contextualising it within a Location Based Server so that the right content is sent to the relevant vehicles in a timely manner. Content Management (Airbiquity’s Choreo content management solution Click anywhere to return
  • 24. OEM Data Centre Dealer Management System Driver Car 3rd parties OEM/Dealer CRM/ VRM Data Gateway Billing Management Service Management Data Sharing Clouds Content Provision Clouds API Interfaces Dispatcher TCU Telecom M2M Interface OEM Portal Dealer Portal Call Centers CallCentre Interface Customer Portals https://www.oem.com UserPortal Interface S’phone App Store Content management Primary TSP Roles An App store is effectively an advanced eCommerce solution that allows for the de-bundling of services into smaller ‘apps’ that the driver can purchase and download into the car. Supporting an app store is a new role for TSPs, which is why new categories of players have emerged that have more experience of managing App stores within the telecom and CE industries. App Store (Renault’s R-Link app store, hosted by ATOS) Click anywhere to return
  • 25. OEM Data Centre Dealer Management System Driver Car 3rd parties OEM/Dealer CRM/ VRM Data Gateway Billing Management Service Management Data Sharing Clouds Content Provision Clouds API Interfaces Dispatcher TCU Telecom M2M Interface OEM Portal Dealer Portal Call Centers CallCentre Interface Customer Portals https://www.oem.com UserPortal Interface S’phone App Store Content management Primary TSP Roles Service management is a general term used to describe the centralised management of all the other TSP components, such as CRM, data routing, etc. Service Management CRM/ VRM Data Gateway Billing Management Service Management App Store Content management Click anywhere to return