MONITORING AS A SERVICE (MAAS)

COMMON SERVICE CHALLENGES FOR MAAS COMPANIES

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 more. For the Service industry, MaaS is particularly critical for monitoring business operations where the goal is to predict and resolve issues before they arise. And when an undetected and unplanned issue does occur, MaaS helps companies minimize service response and restoration times. 

State monitoring, the most prevalent MaaS monitoring scheme, perpetually evaluates an asset’s performance and condition data compared with set metrics, thresholds or standards, reporting results in a variety of digital channels and cadences. A key challenge to MaaS solutions without AI and automation 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. 

While the ability to remotely monitor an asset’s performance and predict its behavior is an immensely valuable service, the value of MaaS solutions exponentially increases when they’re closely integrated with a service management system. This allows the appropriate service response to be automated when anomalies are detected and validated. Combining MaaS and modern Field Service solutions such as Service Cloud, Salesforce Field Service and ServiceMax helps close the gaps between knowing exactly when to service a device to avoid failures and delivering that service as efficiently and reliably as possible. 

These challenges were the catalyst for Connected Field Service. Connected Field Service enables organizations to transform the way they provide service from a costly break-fix model to a proactive and predictive service model by combining IoT diagnostics, asset management and resource management on an integrated service platform.

Customer Journey

MaaS security companies providing physical security solutions and monitoring services partner with Spoke AIOT to connect their field-based security assets to their service management solutions.  This introduces new security solutions, improves asset reliability, enables remote command, and reduces service costs. While security monitoring and security response coordination have been an established service for decades, the focus now is on integrating disparate barrier, video, and digital solutions to create total security solutions.

Partnerships typically begin with Visioning and Value Determination sessions to identify various ways that IoT and AI can create value and improve service outcomes. As Use Cases are defined, business benefits are estimated based on actual business performance data and industry value metrics. In parallel, an evaluation of asset connectivity options, machine trajectory data, and security risks is conducted to confirm the technical viability of achieving the defined Use Cases. Once technical viability is confirmed and business benefits are defined, Spoke AIOT partners with customers to define deployment plans and implementation cost estimates.

AIoT projects are most successfully delivered in smart phases. Typically progressing from single-asset pilots to full asset family deployments, to regional deployments, to national deployments, and beyond. Governance checkpoints between deployment phases generally require evidence that technical goals have been achieved and business value has been confirmed.

It’s a given that security solutions have multiple sensors and integrated connectivity capabilities that make machine data available for consumption. To enable edge connectivity, Spoke AIOT installs virtual and physical gateways to enable and securely govern data connectivity between the security solutions, the AIoT Cloud, and Service Management solutions. Once the data is flowing, Spoke AIOT’s out-of-the-box service tools quickly enable remote performance monitoring, anomaly detection, predictive analytics, digital twin visualization, and service workflow automation.

Remote performance monitoring ensures security devices operate as expected. As anomalies are detected, Spoke AIOT immediately notifies the right people to ensure the proper service response is coordinated. As machine data is gathered over time, advanced analytics begin to identify performance trends, predict asset failures, and recommend the best course of action to avoid unplanned downtime. In the field, the service technicians have access to real-time and historic asset data to quickly triage and resolve device issues. Starting with a single asset class, MaaS security companies can rapidly scale Spoke AIOT to multiple asset families around the world.

How Spoke AIoT helped this Customer

     Remote Monitoring & Alerts

Augmenting MaaS security companies’ existing monitoring solution, Spoke AIOT combines real-time data from multiple, disparate security barriers and other external data sources to enhance monitoring schemes and enable alerts and security responses in the full context of monitoring service agreements. While site access and building security are the primary service offerings, security companies also monitor for environmental conditions such as fire, flood, and personal emergencies at the same locations. Spoke AIOT is working with MaaS security companies 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 monitors real-time barrier operator data to identify unplanned issues such as current drops on gate actuators or excessive moisture in motor houses. Because the Spoke AIOT app is native to Salesforce service management solutions, service workflow automation can be quickly configured to reduce service response times and improve service efficiency.

     Usage-based Preventative Maintenance

By monitoring real-time data, Spoke AIOT tracks actual barrier usage, enabling security companies to coordinate planned maintenance when it’s needed rather than on a predetermined calendar date. Spoke AIOT partners with the security companies to retrofit barriers with advanced commercial sensors and ruggedized gateways that improve the IoT data profile, support anomaly detection, and strengthen barrier reliability.

     Service Automation

When barrier issues arise, the integrity of the security solutions are compromised. Spoke AIOT automatically generates service orders with associated parts orders and knowledge articles based on the faults broadcasted by barriers; minimizing response and restoration times for compromised barriers. With a broad spectrum of asset information available in connected 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, access to both real-time and historic barrier operating data helps them quickly and accurately diagnose and resolve issues. Security companies enable their field service technicians with the Spoke AIOT mobile app so they can see real-time and historic performance data as part of their triage process. With these new insights, service teams can quickly identify root causes, spend less time finding issues, and improve their chances of fixing issues correctly the first time. Security companies commonly recognize improvements to their Mean Time to Repair (MTTR) and First Time Fix (FTF) metrics. Service teams also reports higher service technician job satisfaction and loyalty resulting from the adoption of modernized service capabilities.

    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 partners with security companies to create white-label solutions that can be exposed to their customer, enabling them to remotely control their security solutions. By extending Spoke AIOT’s remote command to end customers, security companies can introduce differentiated service offerings and create new revenue streams.

     Beyond Service

There are several opportunities to leverage Spoke AIOT beyond MaaS and maintenance services. As physical barriers are assembled with sensorized components that operate with millisecond data transfers over multiple solution components, security companies will be able to apply more advanced analytics to improve failure predictions. Also, security companies can evaluate new revenue models associated with integrated credential systems and remote command. Finally, having access to real-time and historic barrier operating data provides engineering teams with deep insights that drive next-generation product improvements.

Solution Summary & benefits

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.

 

  • Extended the value of existing business offerings
  • Enabled new service revenue models
  • Improved asset uptime/reliability
  • Reduced and avoided service costs
  • Reduced service response time
  • Improved First Time Fix (FTF)
  • Improved workforce productivity & utilization
  • Improved contract adherence (SLA) reporting
  • Provided deep insights to support other business functions

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

%

EXECUTIVES CURRENTY USING AIOT ARE EXCEEDING EXPECTATIONS FOR THE VALUE

%

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

%

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

%

INDUSTRIAL MANUFACTURERS EXPECT TO AIOT FOR PREDICTIVE MAINTENANCE BY 2022

%

MANUFACTURERS CURRENTLY EITHER USING OR PILOTING IOT IN PRODUCTION