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Reducing Costs and Improving Customer Satisfaction with IoT
- 1. Reducing Costs and Improving Customer Satisfaction with IoT Josh Pederson, Director of Products February 2017
- 2. Copyright © 2017 Ayla Networks 2 Better managed, maintained, and efficient systems... How about $ saved and new $ earned? What is the VALUE of IoT for Product Manufacturers?
- 3. Copyright © 2017 Ayla Networks 3 Commercial Residential Increased Efficiency System Adaptation Remote Monitoring Interoperability
- 4. Components of Remote Monitoring Copyright © 2017 Ayla Networks 4 Data Collection Data Ingest and Diagnostic Evaluation Access and Visualization
- 5. InWith the New… Copyright © 2017 Ayla Networks 5
- 6. Diagnostic Evaluation Copyright © 2017 Ayla Networks Sensor sends data points to cloud platform Data stored and routed to ‘diagnostic engine’ Is motor temperature > 90? Is internal pressure < 10? Is freon level < 15%? Diagnostic results tied to specific output / action Trigger notification, set warning level (low, moderate, severe) or replenishment alert Sensor data ingested and analyzed 6
- 7. Access andVisualization Copyright © 2017 Ayla Networks Web and mobile user interface Reporting across the ‘fleet’ Which devices are reporting problems? Search and sort Depth of information for specific device Current alert / status and historic view Descriptive information of device, owner / account, problems Output of diagnostic evaluation 7
- 8. Intro Ayla Support Portal Copyright © 2017 Ayla Networks 8
- 9. Device Diagnostics Detailed Device Info Help repair person understand and estimate how to offer support service. Customer Details Help locate the device and fast connect to customers. Copyright © 2017 Ayla Networks 9 Past SupportTickets
- 10. Diagnostic Alert Management Diagnostic ‘rule’ can be triggered when a property threshold is reached. Copyright © 2017 Ayla Networks 10
- 11. Mobile App Interface Device troubleshooting Show fault(s) on diagnostics screen of mobile app Provide corrective actions from from 3rd party knowledgebase Replenishment Inform of auto-replenishment action (e.g., schedule for delivery, coupon to purchase) Copyright © 2017 Ayla Networks 11
- 12. Copyright © 2017 Ayla Networks 12 = Value? Yes…
- 13. Savings on Field Services Copyright © 2017 Ayla Networks Leverage remote diagnosis to reduce service calls 13 Only roll when necessary -- ~$250 per roll Bring the correct parts -- ‘know’ before you go
- 14. Enhanced Customer Experience Copyright © 2017 Ayla Networks Increased customer satisfaction and brand loyalty can lead to upsell 14 Pre-emptive support -- key driver to satisfaction Reduce time to resolution – push software update, power cycle
- 15. ImprovedWarranty Practices Copyright © 2017 Ayla Networks Maximize upsell and reduce false claims 15 Reduce false claims – monitor operating conditions to establish genuine claims Upsell extensions – track activation and offer warranty extensions or upsell
- 16. Copyright © 2017 Ayla Networks 16
- 17. News on this Copyright © 2017 Ayla Networks Maybe? 17
- 18. ThankYou! www.aylanetworks.com josh@aylanetworks.com 18Copyright © 2017 Ayla Networks
Editor's Notes
- Value of connecting devices and machines is not always obvious. Save money Make money New services IoT means better managed, maintained, connected and efficient systems How does this translate into real business value?
- Differences and similarities between commercial and residential? This slide should be 5 mins Re-order these Talk to each of them Highlight the ones we will focus on today – remote monitoring http://news.ewmfg.com/blog/beyond-nest-9-ways-iot-is-reshaping-the-hvac-industry Today we’ll talk about the aspect of remote monitoring delivering strong business value
- Remote service - this provides a rapid ROI without immediately changing the entire value chain. Products are enhanced with sensors to monitor health & performance and provide much needed asset information to customer service agents and field technicians. This helps in delivering an accurate solution at a faster rate and reducing the equipment downtime thereby increasing the customer loyalty. A chance to further upsell/cross-sell acts as an additional revenue generation stream by knowing the composition of the current equipment and its performance against standard expected metrics.
- This is cool because…
- Wat
- An ability to transform customer experience – additional product value can be enhanced quickly and at a lower cost through software upgrade of the connected systems. Additional product value can be enhanced at quicker and lower cost through software upgrades which can focus on the usability thereby increasing the shelf life of the product.
- Reduce Warranty costs –Arrest false claims – the operating conditions could be monitored to help establish genuine warranty claims Improve design – Manufacturers can get better insight into the performance of the equipment thereby bringing in better features and functionalities with quicker and better design Reduce inventory costs – with insight into potential failures manufacturers can better plan their inventory levels and increase sales of their high margin parts Reduce service cost – by equipping the field technician with information on the equipment configuration, performance, usage, etc he/she can provide better service enhancing Higher first-time fix rate Enable remote servicing – decreasing unplanned equipment downtime and reducing travel cost
- How can we substantiate the opportunity to drive strong value from IoT through this remote diagnsotic use case? Industry analysis
- Media and analyst constantly shedding more light on this