market experiences in monetizing ioe-based telematics … · market experiences in monetizing...

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |

Market Experiences in Monetizing IoE-Based Telematics Services

Leonard Sheahan, Oracle Product Marketing

Wednesday May 16th, 2018 @ 11.55am


Market Experiences in Monetizing IoE-Based Telematics Services

• Understanding the opportunity to grow new digital revenue streams with IoE-based telematics

• Addressing the technical complexity, lack of industry expertise, unfamiliar ecosystems and uncharted business models to cash in on IoE-based telematics

• Turning expectations into reality – through a series of case studies, learn how various providers successfully delivered IoE-based telematics solutions by leveraging platforms / applications that enabled them to monetize innovative services and ecosystems

3


A Definition or two … Telematics

• Telematics is an interdisciplinary field that encompasses telecommunications, vehicular technologies, road transportation, road safety, electrical engineering, and computer science

– Wikipedia

4


Some Case Studies

5

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&docid=9Wvsz207DLB5LM&tbnid=KlkcmT9Udk1-2M:&ved=0CAUQjRw&url=http://www.logodesignnext.com/blog/2008/08/08/bell-canada-launches-new-logo-tagline-and-advertising-campaign/&ei=kEm_U9XsO5KlyATns4DADg&bvm=bv.70810081,d.aWw&psig=AFQjCNHHAd_xe9IgxSFdk8YKBoJbwNyWAg&ust=1405131526863097


Verizon Telematics

7


Verizon TelematicsMarket-leading telematics company offering services to clients around the globe.

Brand Ownership• Networkfleet: Fleet Telematics Solution• In-Drive: Aftermarket and Insurance Telematics Solution• White Label OEM Solution

Key Customers• Mercedes-Benz, State Farm, AAA, Volkswagen,

Nissan, Towers Watson, GE, and Roto-Rooter

Innovations• Fleet Management – Best-in-class Diagnostic data• Usage Based Insurance – Rich data with excellent data

compression• Automotive Makers – Mobile Applications for consumers

8


Verizon Telematics ServicesConvenience• Lock & Unlock

• Flash Lights/Sound Horn

• Family Locate

• Geofencing

• Dealer Connect

• Usage Based Insurance

• Concierge

Navigation • Search & Send

• Turn by Turn Directions

• POI Download

• Location-Based Traffic

• Preferred Daily Route

Comprehensive Diagnostics• Maintenance Reminders

• Diagnostics Email

• Remote Emissions Monitoring

• Recall Notification

• Dealer messaging

Safety & Security• Automatic Crash Notification (ACN)

• SOS/Emergency Call

• Valet Alert

• Roadside Assistance

• Automatic Alarm Notification

• Stolen Vehicle Notification

Infotainment• Streaming audio

• POI Search

• App Store

• News, Weather, Sports Info

9


IoE Digital References within e2e Lead to Cash Solution

• Verizon Telematics – 25% revenue growth yoy with B2B2C model• Full Lead to Cash for 1.2m OEM & 700k after market Automotive customers• Supporting brands inc. Mercedes, Volkswagon, State Farm with usage based Insurance, etc.

CRM

Order Orchestration

Integration

ServiceMonetization

10

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |© 2017 Concentrix Corporation Confidential© 2017 Concentrix Corporation Confidential

Insurance Healthcare Government

and Public

Sector

Banking Travel,

Transport

and Tourism

Technology Consumer

Electronics

Retail and

e-commerce

Media and

Comms

Concentrix Overview

Automotive

Bulgaria

Sofia

Varna

Portugal

Braga

PortoSpain

Madrid

Saudi

Arabia

China

Beijing

Chengdu

Dalian

Foshan

Shenzhen

Malaysia

Cyberjay

aThailand

BangkokVietnam

Ho Chi Minh

City

Canada

Chatham, ON

Dartmouth, NS

Hamilton, ON

Mississauga, ON

Moncton, NB

Montreal, QC

Niagara Falls, ON

Oshawa, ON

Peterborough,

ON

United States

Fremont, CA –

Head Office

Daleville, IN

Farmington Hills,

MI

Greenville, SC

Hunt Valley, MD

Irvine, CA

Milwaukee, WI

Richmond, VA

Rochester, NY

Salt Lake City, UT

Southfield, MI

Tempe, AZ

Nicaragua

ManaguaCosta Rica

San Jose

Jamaica

Montego Bay

Colombia

Bogotá

Uruguay

Montevideo

Brazil

Barueri

Sao Paulo

- Agua

Branca

- Barra Funda

Fortaleza

United

Kingdom

Belfast

Gourock

LondonSlovakia

Bratislava

UAE

Dubai

Indonesi

a

Jakarta

India

Aurangaba

d

Bangalore

Chandigarh

Chennai

Gurgaon

Kolkata

Mumbai

Noida

Pune

Ranchi

Vadodara

Vizag

South

Korea

Seoul

Japan

Fukuoka

Hiroshima

Sapporo

Tokyo

Uruma

Australia

Ballarat

Brisbane

Melbourne

Philippines

Cagayan De Oro

Cebu

Davao

Manila

Naga

Nuvali

15


Concentrix Integrated ApproachB

usi

ne

ss P

roce

ssM

arke

tin

g So

luti

on

s

33 Years 14 Years 12 Years

4 Years

3 Years

33 Years 14 Years 12 Years

• Touch Points• Data

• Decision Support• Analytics

• Best Practices• Six Sigma

• Strategy• 360⁰ Customer View

16


Concentrix Connected Car Capabilities

Connected Car Customer

Engagement Services

Conversion & Renewal

Connected Car Platform

as a Service

• Platform Configuration

• Product Catalog Management

• Enrollment Enablement (Consumers, Dealer Staff, Contact Center Staff)

• Business operations Support

• Platform Support

• New Service Introduction

• Payment Processing Management

• Merchant Processing Management

• Conversion / Renewal Enablement

Marketing• Digital Awareness• Subscription Offers• Value Prop Videos

Contact Center• Assisted Enrollment• Welcome Contacts• Dealer Support

Marketing• Vehicle Health Report• Campaigns (Subscription and

Dealer)• Education Content

Contact Center

• Emergency and Roadside Handling

• Subscription and Feature Support

Marketing• Partner offers• Propensity based

campaigns

Contact Center• Billing and Payment

Support• Retention• Sales

Customer Lifecycle

UsageEnrollment

Customer

Vehicle & Customer Insights

Concentrix leverages all available data and applies insights to customer engagement, with a focus on proactive issue avoidance and resolution and highly curated communications

17


Case Study: Hyundai Blue Link Gen2

Solution Live in

110 Days

Business Problem:

• Direct control over customer offers and promotions vs

relying on a third party

• Seamless, differentiated customer experience

• Flexibility to quickly introduce new services/offerings

Solution:

• Dedicated, white-label Oracle Connected Vehicle

platform

• Integrated with owner marketing/CRM programs

(operated by Concentrix)

• Operated by Concentrix, with the option to transfer

internal to Hyundai when ready

Results:

• Increase in subscription sales (28.6%)

• Increase in JD Power Initial Quality Study (IQS) results

• Increase in dealer visits (23%) and dealer services (29%)

18


Maximizing Customer Interactions1. Reinforce brand relationship – improving

customer satisfaction and loyalty

2. Provides maintenance reminders with easy link to service appointments

3. Relevant offers via enrichment

4. Reinforces dealership service relationship

5. Online Media

✓ Receipt confirmation

✓ Read confirmation with read counter

19


Solving the real problem with an integrated platform

Feedback loop to make products better

Driving business to dealers by enabling them to interact more efficiently

Addressing multiple consumers of the customer experience

Extending monetization through external collaboration

Omnichannel to enhance the experience and generate dramatically more insight

Autos

Product

Planning

EngineeringConnected

Car

IoE

Handsets

Watches

Dealer

Sales

Dealer

Service

Owner

Subscribers

FleetsCar

Sharing

Services

CNX

Platform

Extended

Offering

Partners

20


A Use Case depicting typical interactions

Autos

Product

Planning

EngineeringConnected

Car

IoE

Handsets

Watches

Dealer

Sales

Dealer

Service

Owner

Subscribers

FleetsCar

Sharing

Services

CNX

Platform

8. Dealer on their

way to fix tire and

recalls

11. Increment

tire service

used

6. RU avail

to service?

7. RU avail to tow to

dealership?

10. Increment

tire issue

9. Increment

happy

customer

2. Push Msg to

App

Retail

Affinity

Partners

Extended

Offering

Partners

3. Your tire

pressure is low and

we are working to

correct it

5. Any recalls to

be addressed?

1. Tire Pressure

is Low!

4. Roadside

Subscriber?

21

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |© 2017 Concentrix Corporation Confidential

Concentrix Next Gen Connected Car Platform

➢ ComprehensiveCovers every aspect of managing, marketing, and delivering the perfect Connected Car Customer Experience (end to end)

✓ 10 key functional areas pre integrated✓ Includes Vehicle Gateway, Contact Center, Websites

(Microservices), Smartphones, Social, API Gateway, Monetization, Identity Management, Business Intelligence, Customer Data Management, Big Data Discovery, clearly much more than the typical Connected Car Solution

➢ Turn Key20+ Industry Leading Cloud solutions configured with Concentrix industry knowledge and integrated into one powerful Concentrix Connected Car Solution

✓ Concentrix industry expertise is baked in:✓ Digital Marketing for 80% of the Automotive Industry✓ Supporting 85% of the Connected Cars

(50% of cars sold in the US)

✓ Foundational technology found in 15 of the Top 15 Fortune 500 Auto Manufacturers

➢ Personalized Customer ExperienceDelight current and prospective customers by learning, predicting and delivering what they want, sometimes before they even know what that is.

✓ Using world-class data analytics, we help you build detailed profiles of your target customers, understand what moves them, and run personalized campaigns with multiple touchpoints (email, display search, web, video and mobile) that translate into educated, satisfied customers who are loyal over the long term and generate great word of mouth.

✓ Our solution also delivers real-time reporting and insights to support continuous improvement of your outreach and your brand performance.

Integration

CloudMobile Cloud

Big Data

Cloud

Data Discovery

IoE CloudEvent Hub

Mkting Cloud Configure, Price, Quote

Customer Data

Management

Service Cloud

Social Cloud

Identity Mgmt

API Cloud

BusinessIntelligence

Process Cloud

Database Cloud

M2M

Monetization

Oracle Public Cloud

22


Bell IoE Connected Car Solution: Real Life Experiences

26



Telematics: Real Life Experiences

Bell Alliance with HATA

➢ Hyundai and Kia are 2 of the world’s leading car and SUV manufacturers

➢ HATA (Hyundai AutoEver Telematics America) is a subsidiary of Hyundai Motor Group providingTelematics services for the Hyundai and Kia automobile brands in North America

➢ HATA chose Bell to deliver their BlueLink and UVO in-vehicle services in Canada using Bell’s nationalmobile network

27


Telematics: Real Life Experiences

Services and features

HATA delivered a range of cutting-edge telemetry services to select Hyundai and Kia vehicles over Bell's national mobile network

The features are providing control over vehicle functions along with driver information and voice communication:

➢ Emergency roadside assistance➢ Automatic collision notification➢ Maintenance alerts and➢ On-demand diagnostics.➢ Remote start➢ Climate control➢ Local search➢ Remote door lock/unlock,➢ Infotainment

28


Key solution components:

Bell IoE Telemetry – Platform & Solution

SIM Ordering2

SIM Provisioning3

Accounts & Usage Management4

Self Serve Portal1 Key vision points

➢ Leveraging assets and skills across multiple verticals

➢ Seamless integration with partner portal

➢ Accelerate time to market and lower IT TCO

➢ Stable and performing systems with full DRP

29


•

Real Time ControlView deployed devices at a glance with real time network connectivity status

Automated Lifecycle ManagementFully automate the activation process across every stage of your product lifecycle

Cost & Billing ManagementAnalyse rate plans & usage, set controls to manage device thresholds

Diagnostics ToolsTroubleshoot issues quickly on any device, anywhere, anytime

Easily launch, manage & monetize the connected devices

Bell IoE Telemetry: Self Serve Portal

30


Manage SIMs and view subscriptions

Customers stay in control and direct operations across all IoE connections with ‘self-managed’ subscription tools

Order SIMs

View Subscriptions

➢ Order SIMs right from your desktop➢ SIMs are ready to be used once you receive

them

IoE Platform

Bell IoE Telemetry: SIM Ordering & Management

31


SOM

C-COM

BSS

OSS

OrderMax

B-COM

UIM

Insight/CSM EOM

TOM WOM

NM1

ASAP ... SMP

DM

S 1

00

Bro

adw

ork

s

An

ypat

h

...

...

...

C2

0

An

ypat

h

...

Service Order Management

Network Element

Activation System

Technical Order Management

Unified Inventory Management

Orchestrate Service OrderProcess CFS

Create TOM Order

Design & Assign (CFS to RFS)Service Management

Resource Management

Orchestrate ActivationProcess RFS & Resource

OSM (Order Service Management) UIM (Unified Inventory Management)

OSM (Order Service Management)

The Orchestration and the Activation systems are Oracle native OSM and ASAP products, customized by our systems’ integrator CGI

Leveraging best in class applications and global solutions.

Bell IoE Telemetry: Orchestration and Provisioning

33


CFS

Product

SOMCFS

RFS RFS RFS

Resource Resource Resource ResourceResource

Product Product

ProductBundle

ProductBundle

ProductBundle

ProductBundle

ProductBundle

Customer Facing Service

Resource Facing Service

NP

IN

TI

Pro

du

ctSe

rviceR

eso

urce

BSS

OSS

• Adoption of PSR Model: Separate product, from service, from resources

• Share Wireless and Wireline, Business and Consumer systems, while supporting market differentiation

PSR Model

Benefits

• Enables market agility

• Business model flexibility

• Rapid expansion, enabling quick new services integration

• Single and modern OSS/BSS approach for multiple verticals, domains and technologies

Bell IoE Telemetry: Orchestration and Provisioning

34


Bell IoE Telemetry: Challenges & Learnings

• Leveraging the Wireless Consumer solutions resulted in re-engineering many processes and services

• There were challenges to adapting the Mobile platforms and services to IoE lower ARPU services

• Process related challenges to merge the W+ and W- cultures and adopting a more agile and dynamic path for the Orchestration layer:• To expedite the IoE solution implementation • And keep up with the IoE high demand and growth

• Great learning from the experience to moving away from the legacy OSS and BSS systems and adopt a new modular PSR model to flexibly deploy and scale network services

, just realign it - Anthony J. D’Angelo

35


IoE Monetization – Electronic Road Toll Pricing

• Toll Points defined along Highway using IoE Asset Management geo-fencing

– Toll Prices set for Vehicle Categories like Cars, Trucks

– Peak / Off-Peak periods defined for higher Toll charges during Peak hours

• Vehicles with GPS enabled OBU enter toll areas

– Vehicle Location tracked by IoE Asset Monitoring Application

– As Vehicles enter Toll points, alert is generated by IoE Platform and recorded

– Details from alert sent to Monetization for Toll Charging (Event Timestamp, OBU Identifier, Vehicle Type)

• Monetization receives real-time transaction from IoE Asset Monitoring

– Monetization applies Toll charge based on Vehicle Type, Time of Day

– Real-time notification sent back to OBU in car displaying Toll Charge and updated Balance

Account

ReceivableCollections

Product

Master

37


IoE Monetization – Charging Workflow

IoE Cloud Service

IoE Asset Monitoring

Analyze Integrate

Stream Processing REST APIs

Message with details of OBUwith entry details & timestamp

Sent to billing

3

Vehicles with GPS enabled OBU

1 2

Car entersGeo-fenced

areas

Collections

Monetization Real-time Charging

4

Balance Notification sent back to vehicle OBU5

Balance Deducted

38


IoE Provider Model Customers Notes

CX/RODOD for B2B2X

• Global deployment for Order to Cash / Accounting for B2B & B2C

• Telematics – joint design & after market solutions –addressing Auto, Insurance

• 1.2m OEM & 700k after market Automotive customers

CX/RODODfor B2B2X

• Managed services solution offered and operated by Concentrix / Minacs using Oracle on-prem solution

OSS + Jasper for B2B2X

• Bell pursuing connected car, smart cities and NB LP IoE strategy

• Current solution supports Hyundai & Kia models for telematics and infotainment services

IoE-based Telematics – Customer Examples

39



Comprehensive IoE Solutions – Provisioning & Monetization

In Summary …

Device/Sensors Network / IoE Connectivity IoE AppsIoE Platform

IoE Monetization

IoE CX

IoE Provisioning & InventoryProvisioning FlowsMonetization Flows

• Supported IoE Customer Use Cases

– Telematics• Connected Car

• Usage based Insurance

– Smart Cities• Smart Parking

• Road Toll

• Industry Showcases–Wind Turbine “aaS”

– 3D Printing “aaS”

• IoE B2B Customers B2B2X End Customers

40


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