This initiative consists in extracting all useful information from connected products data in order to focus on your customers’ outcomes and minimize the risks you absorb while evolving along the advanced services staircase.
An advanced service offering can be complex from a contractual and organizational point of view. But for the purposes of configuring a DPS system we can simplify it into these two possible elements.
Connected outcome-based contracts
This element consists in harnessing the data from your connected products to successfully and profitably manage all the activities you perform as part of an outcome-based contract.
The capabilities of the DPS system supporting this element are mainly aimed at your service workforce. They can include all those related to the "Connected & Smart After-Sales" business initiative, plus:
measure the outcome, or a proxy measure of it, on which the contract is based
determine reasons for deviation from expected results
implement smart action strategies to avoid future deviations
generate all the reporting needed for your governance
With regard to the end customer, the DPS system mainly implements reporting functions. The aim is to give the end customer total transparency on the measurement of outcomes and thus secure his trust.
Connected Equipment-as-a-Service (EaaS)
This element consists in harnessing the data from your connected products to successfully and profitably manage all the activities you perform as part of an Equipment-as-a-Service (EaaS) contract.
The capabilities of the DPS system supporting this element are mainly aimed at your service workforce. They can include all those related to the "Connected & Smart After-Sales" business initiative, plus:
measure the metrics on which your as-a-service offering is based
analyse your customers' behaviours to continually refine your offering
With regard to the end customer, the DPS system mainly implements reporting functions. The aim is to give the end customer total transparency on the measurement of billing metrics and thus secure their trust.
A financial partner, who is the legal owner of the product, is often involved in this kind of initiative. Through a dedicated view, the DPS system offers them the information needed to manage the financial risk.