A Connected Service is a type of Digital Service in which the data that powers the digital component comes from a connected product.
The term puts the emphasis on where the data comes from: a physical product that is connected and continuously generates data about its own usage, condition, and performance. That data is what makes the service possible — or makes it far more effective.
Why the "connected" emphasis matters
Any digital service relies on data. What makes a connected service distinctive is the source: the connected product itself, in the field, generating a live stream of real-world information.
This is what unlocks the value:
The key: harnessing data
The 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 delivering the service.
Because the data reflects what is actually happening to the product, a connected service can move from reacting to events to anticipating them: spotting wear before it becomes a failure, recommending the right action at the right moment, and proving the results delivered.
A Connected Service is a Digital Service
Since a connected service is a kind of digital service, everything that applies to digital services applies here too. In particular, a connected service can be delivered as a:
- Pure digital connected service — the customer interacts directly with a self-service solution (a web portal or mobile app) fed by product data: remote monitoring, alerts, guided troubleshooting.
- Managed connected service — the product data supports the people who deliver the service, so they can work with higher service levels and greater efficiency: remote diagnostics, proactive maintenance, performance advisory.
To learn how these two families differ — and how to combine them into a coherent offering — read What is a Digital Service in Digital Servitization?.