The document discusses the various roles and components involved in connecting vehicles to telematics service providers (TSPs). It describes the key roles of a TSP as including: connecting vehicles to OEM/dealer backends through components like a telematics control unit (TCU) and dispatcher; managing interfaces with mobile networks, APIs, portals, and clouds; and providing services to customers, dealers, and OEMs through call centers and other interfaces. The diagram shows the relationships between these various roles and components in a connected vehicle ecosystem.

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
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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