The objective of this section is to enable you to more clearly define your connected services strategy and plan it over time.
“Begin with the end in mind.”
Your DPS system enables and supports the delivery of your connected services offering. Having a clear picture of the strategy is essential to best configure the DPS system and ensure you achieve the expected outcomes. Defining the strategy is the first step in the Strategy > Configuration > Deployment loop.
The fundamental concepts
What is Connected Service?
A Connected Service is a service offered to the customer of a connected product, made possible, or enhanced, by the data that such product generates.
The key: harnessing data
The basic principle behind a connected service is to harness the data generated by the connected product to expand the value proposition for the customer while at the same time keeping under control or reducing the costs and risks involved in the provision of the service.
Learn more here: What is a Connected Service?
What is a DPS system?
A DPS (Digital Product-Service) system is the central information system that enables a Connected Services offering. It serves two main categories of users: end customers and the service workforce.
Learn more here: What is a DPS?
You can find other useful concepts and definitions here: Concepts and Definitions
The Business Initiatives shaping a Connected Services strategy
A Connected Services strategy is typically generated and shaped by the following Business Initiatives.
Digital Services
This initiative consists in designing and offering your customers a digital solution, based on data from connected products, that helps them use their products better and thus achieve concrete benefits, such as saving time, consumption and operating costs or increasing efficiency and productivity. Your goal is to strengthen the relationship with your customers, reinforce the sales of connected products and, in some cases, generate a new revenue stream.
Learn more here: the Digital Services business initiative
Smart Spare Parts & Consumables
This initiative consists in harnessing data from connected products to identify when a spare part or consumable needs to be replaced and automate the ordering and supply process as much as possible. Your goal is to make the supply of spare parts and consumables more robust, increase revenue and make revenue recurring.
Learn more here: the Smart Spare Parts & Consumables business initiative
Smart After-Sales
This initiative consists in supporting and empowering your service workforce, both internal and external, with information and digital capabilities enabled by the data from connected products. Your goal is to improve the efficiency and effectiveness of your and your partners’ activities, evolve towards a proactive service and generate new revenue from value-added service contracts.
Learn more here: the Connected & Smart After-Sales business initiative
Connected Advanced Services
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 in your service contracts. Your goal is to evolve confidently along the advanced services staircase.
Learn more here: the Connected Advanced Services business initiative
Defining your Connected Services Route
Once you have a good understanding of all possible business initiatives, their composition and purpose, you can start charting your Connected Services route.
Learn more here: Routes for your Connected Services journey