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Capitalizing on the Internet of Things: a primer

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Capitalizing on 
The Internet of Things: 
A Primer
The Internet of Things–described aptly as 
“the extension of the Internet to the physical 
world”– will reshape the way business is 
done across every sector of the economy 
and every industry. It will bring previously 
offline businesses and processes online. 
It will reconfigure companies’ entire 
business models, their relationships with 
their customers, and the structures of 
their organizations. 
The “things” are just a means to an end. 
They are the tools that help businesses 
establish a direct, always-on connection 
between themselves and the rest of 
the world. 
Executive 
Summary 
WHEN EVERY 
PRODUCT YOU SELL 
IS CONNECTED ANY 
TIME, ALL THE TIME, 
IT FUNDAMENTALLY 
CHANGES HOW YOU 
OPERATE, HOW YOU 
INTERACT WITH 
YOUR CUSTOMERS, 
AND HOW YOU 
MAKE MONEY. 
02
When every product you sell is connected any time, all the 
time, it fundamentally changes how you operate, how you 
interact with your customers and how you make money. 
When you build an IoT business, one-time product sales 
become a thing of the past. Now, when those products 
leave the store, showroom or warehouse, the customer 
who buys them expects and demands the added value 
of connected services. 
And you are responsible for every part of the connected 
service experience, throughout its entire life. Customer has 
a question? You’d better be ready with the answer. 
Connectivity hiccups? They’re counting on you to know 
why and to fix it, now! Plus, you have brand new sources 
of revenue to manage. 
Navigating this kind of transition requires major shifts 
in mindset, processes, people, and skills. It means 
creating new business models, operating structures, 
and management functions. 
It means evolving your business into a connected 
service business. 
Connected services businesses present different operational 
challenges. When offering a connected service, you’ll need to 
be prepared to answer challenging questions in new ways: 
• How will we deal with connected products when they 
don’t work in the field? 
• How will we charge customers on a recurring basis? 
• How will we deliver on the demanding service-level 
agreements and quality-of-service expectations that 
come with connected services? 
• How will we handle calls from customers about 
billing questions? 
• How will we scale our connected service around 
the globe? 
It means evolving your 
business into a connected 
service business. 
The answer to all of these questions is Service IT. 
Service IT is the software and systems required to launch, 
manage, and monetize a connected service business. 
This includes, but is not limited to: 
• Applications that enable you to manage and monitor 
everything from the connectivity and data output 
of every device to the complex sets of billing relationships 
that result. 
• Deep integration into the transport layers that devices 
use to communicate with the network and each other: 
3G/4G, WiFi, Bluetooth, etc. 
• A set of APIs that enable you to integrate everything 
seamlessly with your existing IT infrastructure. 
This paper will: 
• Explore the challenges and opportunities companies face 
when launching new initiatives on the Internet of Things. 
• Demonstrate why Service IT is essential to the success 
of connected businesses. 
• Share success stories of leading companies using 
Service IT to create new lines of business, evolve existing 
products, and innovate business models today. 
03
04 
In January of 2014, the National Highway Traffic 
Safety Administration issued recalls for two vehicle 
models. One was for a pickup truck from a major 
auto manufacturer with around 370,000 units on 
the road. Another was for Tesla’s Model S sedan. 
Both recalls were intended to reduce the risk of fire during an accident, 
and both required a software update to be installed. 
Even though a software update sounds relatively simple, recalls of this kind 
have historically been a tremendous pain for everyone. For the car 
manufacturers and the dealerships that support them, it means contacting 
all the affected car owners, paying for mechanics, and suffering blowback 
to the brand. For car owners, themselves, it means making the time to bring 
the car in and waiting for it to get repaired. 
This is exactly what happened to the large manufacturer: it had to recall 
370,000 trucks to their dealerships and pay all the associated costs. 
Given Tesla’s smaller size and its status as an upstart, a full-on recall of 
29,000 Model S cars could have done real damage. 
But for Tesla, whose Model S sedans are connected to the wireless network 
at all times, it was a completely different story. 
Instead of recalling 29,000 cars to Tesla’s repair shops, Tesla prepared the 
software update and pushed it out to every single one of its Model S cars. 
The whole thing happened while the cars were turned off. When their 
owners turned them back on, a notification about the update was waiting 
for them on the Model S’s dashboard touchscreen. 
Thanks to Tesla’s connected cars, what could have been a small disaster 
turned into a potent demonstration of Tesla’s position as one of the most 
forward-thinking car makers in the game. 
It was, as Wired Magazine wrote, one of the best examples yet of the power 
of The Internet of Things. 
It is far from the only one. 
A story on 
The Internet 
of Things: 
Tesla’s 
29,000 
vehicle 
recall that 
wasn’t.
1 
05 
innovative product minds, the benefits of connecting 
to The Internet of Things are becoming increasingly clear. 
The three core benefits of The Internet of Things. 
When your company and all of the devices you sell and manage are 
connected to your customers at all times, your business transforms in 
three fundamental ways: 
You create and deliver a host of new experiences for your 
customers, enabling you to: 
• Offer new services, like GM, which turns its connected cars into wi-fi 
with connected entertainment offerings like Netflix, 
• Enhance existing products, like Garmin does with Garmin Traffic–a 
their GPS devices that helps drivers avoid traffic, 
other delays in real-time. 
• Build entirely new ways of doing business–like Konica Minolta did when 
to remotely monitor usage and address copier 
both vital to usage-based billing models. 
The benefits 
and challenges 
of connecting 
your business 
to The Internet 
of Things. 
For the world’s most innov 
a 
be 
a 
custom 
delive 
y 
lik 
hotspots complete wit 
Spotify, and Pandora. 
prod 
subscription add-on to 
construction, and othe 
way 
they made it possible 
performance issues, b
2 You automate previously manual processes and drastically reduce 
response times for critical operations, letting you: 
• Run remote diagnostics, like Alarm.com now does with every 
home-automation and security system on their network, enabling 
them to monitor the status of every device and respond instantly 
to reported incidents. 
• Deliver pro-active, real-time support, like GE Aviation does with its 
connected jet engines. The engines automatically transmit flight data 
to maintenance crews on the ground, triggering service calls when 
necessary and ensuring that the right people with the right skills and 
the right parts are ready and waiting at the gate when the plane arrives. 
• Manage physical assets, like John Deere does with its JDLink service, 
construction companies to track, control, and limit 
piece of equipment gets used. 
06 
enabling farmers and con 
where and when each pie 
Connecting your 
business to The 
Internet of Things 
touches every part 
of your company 
and reshapes it for 
the better.

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Capitalizing on the Internet of Things: a primer

  • 1. Capitalizing on The Internet of Things: A Primer
  • 2. The Internet of Things–described aptly as “the extension of the Internet to the physical world”– will reshape the way business is done across every sector of the economy and every industry. It will bring previously offline businesses and processes online. It will reconfigure companies’ entire business models, their relationships with their customers, and the structures of their organizations. The “things” are just a means to an end. They are the tools that help businesses establish a direct, always-on connection between themselves and the rest of the world. Executive Summary WHEN EVERY PRODUCT YOU SELL IS CONNECTED ANY TIME, ALL THE TIME, IT FUNDAMENTALLY CHANGES HOW YOU OPERATE, HOW YOU INTERACT WITH YOUR CUSTOMERS, AND HOW YOU MAKE MONEY. 02
  • 3. When every product you sell is connected any time, all the time, it fundamentally changes how you operate, how you interact with your customers and how you make money. When you build an IoT business, one-time product sales become a thing of the past. Now, when those products leave the store, showroom or warehouse, the customer who buys them expects and demands the added value of connected services. And you are responsible for every part of the connected service experience, throughout its entire life. Customer has a question? You’d better be ready with the answer. Connectivity hiccups? They’re counting on you to know why and to fix it, now! Plus, you have brand new sources of revenue to manage. Navigating this kind of transition requires major shifts in mindset, processes, people, and skills. It means creating new business models, operating structures, and management functions. It means evolving your business into a connected service business. Connected services businesses present different operational challenges. When offering a connected service, you’ll need to be prepared to answer challenging questions in new ways: • How will we deal with connected products when they don’t work in the field? • How will we charge customers on a recurring basis? • How will we deliver on the demanding service-level agreements and quality-of-service expectations that come with connected services? • How will we handle calls from customers about billing questions? • How will we scale our connected service around the globe? It means evolving your business into a connected service business. The answer to all of these questions is Service IT. Service IT is the software and systems required to launch, manage, and monetize a connected service business. This includes, but is not limited to: • Applications that enable you to manage and monitor everything from the connectivity and data output of every device to the complex sets of billing relationships that result. • Deep integration into the transport layers that devices use to communicate with the network and each other: 3G/4G, WiFi, Bluetooth, etc. • A set of APIs that enable you to integrate everything seamlessly with your existing IT infrastructure. This paper will: • Explore the challenges and opportunities companies face when launching new initiatives on the Internet of Things. • Demonstrate why Service IT is essential to the success of connected businesses. • Share success stories of leading companies using Service IT to create new lines of business, evolve existing products, and innovate business models today. 03
  • 4. 04 In January of 2014, the National Highway Traffic Safety Administration issued recalls for two vehicle models. One was for a pickup truck from a major auto manufacturer with around 370,000 units on the road. Another was for Tesla’s Model S sedan. Both recalls were intended to reduce the risk of fire during an accident, and both required a software update to be installed. Even though a software update sounds relatively simple, recalls of this kind have historically been a tremendous pain for everyone. For the car manufacturers and the dealerships that support them, it means contacting all the affected car owners, paying for mechanics, and suffering blowback to the brand. For car owners, themselves, it means making the time to bring the car in and waiting for it to get repaired. This is exactly what happened to the large manufacturer: it had to recall 370,000 trucks to their dealerships and pay all the associated costs. Given Tesla’s smaller size and its status as an upstart, a full-on recall of 29,000 Model S cars could have done real damage. But for Tesla, whose Model S sedans are connected to the wireless network at all times, it was a completely different story. Instead of recalling 29,000 cars to Tesla’s repair shops, Tesla prepared the software update and pushed it out to every single one of its Model S cars. The whole thing happened while the cars were turned off. When their owners turned them back on, a notification about the update was waiting for them on the Model S’s dashboard touchscreen. Thanks to Tesla’s connected cars, what could have been a small disaster turned into a potent demonstration of Tesla’s position as one of the most forward-thinking car makers in the game. It was, as Wired Magazine wrote, one of the best examples yet of the power of The Internet of Things. It is far from the only one. A story on The Internet of Things: Tesla’s 29,000 vehicle recall that wasn’t.
  • 5. 1 05 innovative product minds, the benefits of connecting to The Internet of Things are becoming increasingly clear. The three core benefits of The Internet of Things. When your company and all of the devices you sell and manage are connected to your customers at all times, your business transforms in three fundamental ways: You create and deliver a host of new experiences for your customers, enabling you to: • Offer new services, like GM, which turns its connected cars into wi-fi with connected entertainment offerings like Netflix, • Enhance existing products, like Garmin does with Garmin Traffic–a their GPS devices that helps drivers avoid traffic, other delays in real-time. • Build entirely new ways of doing business–like Konica Minolta did when to remotely monitor usage and address copier both vital to usage-based billing models. The benefits and challenges of connecting your business to The Internet of Things. For the world’s most innov a be a custom delive y lik hotspots complete wit Spotify, and Pandora. prod subscription add-on to construction, and othe way they made it possible performance issues, b
  • 6. 2 You automate previously manual processes and drastically reduce response times for critical operations, letting you: • Run remote diagnostics, like Alarm.com now does with every home-automation and security system on their network, enabling them to monitor the status of every device and respond instantly to reported incidents. • Deliver pro-active, real-time support, like GE Aviation does with its connected jet engines. The engines automatically transmit flight data to maintenance crews on the ground, triggering service calls when necessary and ensuring that the right people with the right skills and the right parts are ready and waiting at the gate when the plane arrives. • Manage physical assets, like John Deere does with its JDLink service, construction companies to track, control, and limit piece of equipment gets used. 06 enabling farmers and con where and when each pie Connecting your business to The Internet of Things touches every part of your company and reshapes it for the better.
  • 7. 3 You understand the state of your business in real-time and make It brings you much closer to your customers, giving you a deeper, richer understanding of what makes them tick. more accurate predictions about where it is going. With tons of new, actionable data coming in from the world in real-time, you’ll be able to make dramatically more-informed decisions about what to do right now, and what to do next. You’ll be able to: • Protect and enhance your brand, like Heineken does in Europe with its connected kegs, which enable the beer company to manage its inventory and ensure the quality of its beer by monitoring every keg’s volume, temperature, and age. • Tailor your product offerings with historical and real-time data about your customers’ behavior, like Allstate does with its Drivewise program. Drivewise collects data every time a customer drives their vehicle and rewards safe drivers with preferred rates. • Understand how your customers use your products (or not), like AirLiquide does with its Servitrax connected cylinders. The bar codes on every cylinder enable customers to track and manage their use, status, and location at every stage from initial delivery to return to manufacturer. Is that product you sold getting turned on? Where in the world is it being used? Is the customer getting the most of all of its features? Which ones? You’ll know, and be able to respond accordingly. Indeed, connecting your business to The Internet of Things touches every part of your company and reshapes it for the better. It brings you much closer to your customers, giving you a deeper, richer understanding of what makes them tick. It automates previously manual processes, making you more agile and responsive, and letting you focus on the most valuable parts of your operation. It brings new revenue streams, efficiencies, and pricing strategies to your business model, moving you from sales of individual products that pay once to sales of ongoing, connected services that pay again and again. But with these substantial benefits come a host of significant challenges. 07
  • 8. The big challenges of building a business on The Internet of Things. Companies new to The Internet of Things face three main challenges. To build a profitable business (or line of business) around connected devices, you have to: Launch your connected service. Once you have identified a business model that leverages the power of The Internet of Things for your business, you’ll have to: • Enable devices to connect to the wireless Internet. • Integrate into mobile operator networks, anywhere and everywhere in the world. • Define use cases and map out business and operational requirements for every stage of your product lifecycle. • Integrate your new Internet of Things business with your existing infrastructure. • Configure application programming interfaces (APIs) to meet your unique business needs and the requirements of each and every mobile operator you work with. • Deliver the new applications and services to the market. 08 Launch
  • 9. Manage your connected service. To actually run this Internet of Things business you’ve launched, you’ll need ways to: • Monitor your connected devices in real-time, tracking data usage, connectivity, etc. • Run diagnostics to identify and troubleshoot issues on any device, anywhere at any time. • Define the events that trigger each device’s activation and deactivation. • Set up real-time controls that give you visibility into every deployed device and let you manage data usage. Monetize your connected service. Monetizing your connected service and ensuring that it is profitable also involves getting a handle on a complex range of moving parts. You must: • Set rates for each type and level of service you offer and define how those plans will be managed over time (e.g. free trial periods, introductory discounts, subscriptions of different lengths, renewal plans, split billing, etc.) • Handle billing, charges, and payments to and from customers, operators, OEMs, partners, suppliers, etc. • Establish data usage thresholds and cost controls. • Gather intelligence from all the data you’re now gathering and use it to create new revenue streams, optimize processes, build new products, and improve existing ones. • Analyze and optimize your supplier costs in real-time. • Automate every stage of the billing process. Given all of the above complexity, building connected services and applications can seem overwhelming. Fortunately, there is Service IT. Launch. Manage. Monetize. 09 Manage Monetize
  • 10. 10 Service IT is shorthand for all of the communications technologies, carrier relationships, software that you need to launch, connected service business. Service IT ties together all of the components you need to launch new products, services, and applications on The Internet of Things. It brings your connected devices online. It integrates deeply with the transport methods (e.g. 3G/4G, Bluetooth, WiFi). It enables the new connected applications and processes to merge seamlessly with your existing IT infrastructure. Unlike that wide-eyed hype about smart refrigerators and toothbrushes, Service IT is right now. It is here today, and thousands of the most forward-thinking companies in the world are already relying on Service IT to connect with customers, launch new products, and transform their businesses on The Internet of Things. Once you’re ready to launch your connected service business, Service IT empowers you to manage and run it, enabling you to run remote diagnostics, monitor connectivity, measure data usage, control device activations, set and manage policies specific to your business, and automate all of the complex operations that result. Most importantly, Service IT enables you to monetize your connected services and make them profitable: managing and automating complex billing relationships among carriers, customers, partners, and suppliers; simplifying cost controls; and giving you the data you need to make sense of everything. On the frontier of The Internet of Things, every company is going to have a unique set of challenges. With few established models to emulate, everyone will need to test and learn, iterating quickly to find the business models that work. Without Service IT, the costs of getting up and running on the Internet of Things and creating, testing, and optimizing new business models would be prohibitive. With Service IT, embracing The Internet of Things in new, innovative, profitable ways becomes not only possible, but simple. A primer on the emerging category of Service IT. applications, and APIs tha manage, and monetize a c com o enabl w sma today wo ne conn us busin y m cu yo Thing it gettin optim Int
  • 11. Jasper is the ON Switch for The Internet of Things. In the near future, every business will run on The Internet of Things. To reap the many rewards that come, every business will have to transform into a connected service business, becoming more aware, more responsive, and more attuned to customers as a result. To make this transition, every connected service business will need Service IT. Jasper is the leader in Service IT and the only company that delivers Service IT in the cloud. 11
  • 12. In partnership with mobile operator groups worldwide representing over 100 network affiliates, Jasper has already enabled more than 1000 companies on six continents–from GE to GM, from Garmin to Allstate to Konica Minolta and John Deere– to capitalize on the promise of The Internet of Things today. Since 2004, Jasper has delivered the real-time visibility and control that companies need to launch, manage, and monetize a successful IoT service business, all in a single, turnkey, cloud-based solution. Unlike one-size-fits-all offerings from traditional IT vendors, Jasper’s platform has been built from the ground-up for The Internet of Things. Our platform gives you exactly the features you need to enable seamless integration between The Internet of Things and your existing infrastructure, including mobile service management, real-time engagement, support diagnostics, billing, and business automation–all of it configurable to meet your company’s precise needs. An ever-increasing number of industries are choosing Jasper to manage their IoT initiatives and enable capabilities critical to their business success. Today, the Jasper Platform powers the IoT initiatives of more than 1000 of the world’s most innovative companies and top brands, including Alarm.com, Air Liquide, Allstate, Audi, Boston Scientific, Coca-Cola, Ford, Garmin, General Electric, General Motors, Honeywell, John Deere, Konica Minolta, Nissan, Securitas, and many others. Are you ready to capitalize on The Internet of Things? 12