Monitoring as a Service

Service organizations need to understand issues in advance, so they know which technicians, tools, and parts need to arrive on-site in order to maximize the probability of fixing the issues on the first visit.

General Overview of Industry w/r/t Service and Challenges:

Monitoring-as-a-Service (MaaS) is an outsourced service framework that enables remote monitoring and alert functionality for various industries.  MaaS has been a key enabler for several industries including  Security, Fire, Environmental Safety, Personal Emergency Response, IT Network Management,  and several more.  State Monitoring, the most prevalent MaaS monitoring scheme, perpetually evaluates an asset’s performance and condition data versus set metrics, thresholds or standards; reporting results in a variety of digital channels and cadences.  While the ability to remotely monitor an asset’s performance is a critical service, the value of MaaS solution exponentially increases when they’re closely integrated with Service Management systems such as Service Cloud, Salesforce Field Service, and ServiceMax so that the appropriate Service response can be automated when anomalies are detected and validated.  A key challenge to MaaS solutions is that detected anomalies require manual intervention to coordinate a service response.  Another challenge is that detected anomalies cannot be validated without advanced analytics to rule out acceptable variances; leading to false alarms and “no fault found” service outcomes.  Without AI and automation, MaaS solutions cannot achieve optimal process efficiency.

Customer Story

A security company providing physical security solutions and monitoring services has partnered with Spoke AIOT to connect their field-based security assets to their Service Management solution to introduce new security solutions, improve asset reliability, enable remote command, and reduce service costs.  While security monitoring and security response coordination has been an established service for decades, the focus now is on integrating disparate barrier, video, and digital solutions to create total security solutions.  Spoke AIOT worked closely with the security company’s product engineering teams to define a data schema and gateway architecture to enable their ambitious whole-product solution.  Because existing barrier and security solutions were not previously connected to the cloud, the security company leveraged their national field service team to retrofit barriers with ruggedized gateways to enable secure data transmission.  Once the data was flowing, Spoke AIOT’s out-of-the-box Service tools quickly enabled remote performance monitoring and service workflow automation.  These capabilities helped ensure the security solutions were operating as necessary and could immediately notify the Service team if an issue arose.  The next phase was to create tailored rules that monitor barrier operations for specific orders of operations across multiple security assets that collectively can infer a breach and initiate an appropriate security response.  Finally, Spoke AIOT helped the security company establish planned maintenance automation based on real-time barrier data and predictive analytics that will help avoid unplanned maintenance.  Because the security company can control their barriers’ data schema, they were ability to rapidly scale Spoke AIOT to their entire asset base.  Up next is another visioning session to identify additional use cases to create additional value from Spoke AIOT. 

How Spoke AIoT helped this Customer

Remote Monitoring & Alerts

Augmenting the security company’s existing monitoring solution, Spoke AIOT combined real-time data from multiple, disparate security barriers to enhance monitoring schemes and enable fully-contexted alerts and security responses.  And while security is the primary monitoring service, this security company also monitors for environmental conditions such as fire, flood, and personal emergency alerts.  Spoke AIOT is working with this security company to identify alert validations to minimize the number of false positives generated by monitoring sensors.  Regarding the maintenance of the actual barriers and controllers, Spoke AIOT is monitoring real-time barrier operator data to identify unplanned issues such as current drops on gate actuators or excessive moisture in motor houses.  Because Spoke AIOT is native to the security company’s Service Management solution, service workflow automation was quickly configured to reduce service response time and improve service efficiency.

Usage-based Preventative Maintenance

By monitoring real-time data, Spoke AIOT is tracking actual barrier usage; enabling the security company to coordinate planned maintenance when it’s needed rather than on a pre-determined calendar date.  Spoke AIOT is partnering with the security company to retrofit additional sensors on existing barrier to improve the data profile available to support anomaly detection and improve barrier reliability.

Service Automation

When a barrier issue arises, the integrity of the security solution is compromised.  Spoke AIOT automatically generates service orders with associated parts orders and knowledge articles based on the fault broadcasted by the barrier; minimizing response and restoration time for the compromised barrier. With a broad spectrum of asset information available in the security company’s Service Management solution, real-time and trending machine data can be evaluated against multiple barrier parameters to determine the correct course of action; streamlining Service operations and reducing Service costs.

Improve Service Outcomes

When Service technicians are required to be on-site, having access to both real-time and historic barrier operating data helps service technicians quickly and accurately diagnose and resolve issues. The security company enabled their Field Service Technicians with the Spoke AIOT mobile app so they could see real-time and historic performance data as part of their triage process. With these new insights, the Service Team could quickly identify root causes; enabling them to spend less time figuring out what was wrong and improve their chances of fixing the issue right first time.  Since adoption, the security company has recognized improvements to their Mean Time to Repair (MTTR) and First Time Fix (FTF) Service metrics.  

Remote Command

While the MaaS industry is fully dependent on connected assets and anomaly detection, there have been aspects of Security services that have required human intervention.  Spoke AIOT partnered with the security company to create a white-label solution that could be exposed to their customers; enabling them the ability to remotely control their security solutions.  By extending Spoke AIOT’s remote command to their customers, the security company introduced a differentiated service offering and created a new revenue stream.

Beyond Service

There were several opportunities identified with this medical device manufacturer to leverage Spoke AIOT beyond Service. For example, monitoring a patient’s actual device usage versus the prescribed device usage could help health care workers ensure patient adherence to the prescribed treatment plan; as well as defend formulary positions when medical outcomes are diminished due to patients’ non-adherence to prescribed device usage. Also, having access to real-time and historic device operating data provides product engineering teams with deep insights that drive next generation product improvements. Strategically, this medical device manufacturer is planning to adopt a new selling model in the coming years; whereas they will transition from selling assets to selling medical outcomes. Spoke AIOT can enable this medical device manufacturer to Servitize their assets with high Revenue Recognition confidence.

Quick Wrap-up and Call to Action

From enhancing monitored services to improving service responses, Spoke AIOT can transform how MaaS companies create business value and coordinate service across their customers’ network. Talk to an Expert at Spoke AIOT to learn more about how connected assets and AIoT-enabled solutions can transform your Monitoring-as-a-Service solution.

Benefits Summary

  • Enhanced business capabilities
  • New service revenue models
  • Asset Uptime/Reliability
  • Service Workflow Automation
  • Reduce Service Response Time
  • Avoid Service Cost
  • Reduce Service Cost
  • Improved First Time Fix (FTF) / Reduced Repeat Repair Visits (RRVs)
  • Improve Workforce Productivity & Utilization
  • Improve SLA reporting

The future is AIoT enabled Service

Artificial Intelligence can exponentially increase the value of IoT by using all the data from the asset/install base to accurately predict outcomes and promote a collective intelligence.

Trillion ECONOMIC VALUE WILL BE CREATED BY AIOT ENABLED SERVICES BY 2025

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EXECUTIVES CURRENTY USING AIOT ARE EXCEEDING EXPECTATIONS FOR THE VALUE

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EXECUTIVES BELIEVE AIOT WILL ENABLE THEM TO ENHANCE PRODUCTS & SERVICES OVER THE NEXT 3 YEARS

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MANUFACTURERS’ COMPLEX EQUIPMENT WILL EXECUTE IOT-ENABLED SERVITIZATION STRATEGIE BY 2025

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INDUSTRIAL MANUFACTURERS EXPECT TO AIOT FOR PREDICTIVE MAINTENANCE BY 2022

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MANUFACTURERS CURRENTLY EITHER USING OR PILOTING IOT IN PRODUCTION