IIoT Insight to Action: End-to-End Business Process Orchestration for Connected Industries
The innovative Connected Service Experience solution provides real-time orchestration across the entire end-to-end business process. The solution intelligently, and in real-time, supports internal users, suppliers, partners and things (assets) in making the right decision using predictive/adaptive analytics, decision making and business rules. The Connected Service Experience solution enables seamless collaboration between people and things (assets), delivering dynamic customer experiences and creating differentiated business value for various stakeholders.
Connected Service Experience is a joint solution by Tech Mahindra and Pegasystems, built to enable Industrial customers to support their end to end ‘servicification’ strategy with a focus on the Aftermarket. Key features include:
- Connected Automotive Aftermarket: Proactive scheduling and dispatch of technicians orchestrated by rules based event monitoring of Smart Product Sensor data
- Smart Field Service: Remote Vehicle Diagnostics, Driver Behaviour Monitoring for OEM, Enterprise Fleet, Auto Insurance
- Aftermarket Predictive Maintenance: Smart Product Health Score / Failure Analysis, Lifespan Analysis of spares, Early warning indicators
- Digital Parts and Services Marketing: Location based personalized campaigns / coupons for parts & service. Loyalty Management
- Subscription Billing and Revenue Management (Billing as a Service): Flexible billing and revenue management capability for complex billing mechanisms such as Usage based, service based, split billing, end user billing
- AI based Service Knowledge Management: AI and Image recognition to assist point of sales and service personnel to effectively engage with customers, accurately diagnose and improve service efficiency & readiness
Connected Service Experience for Connected Vehicles
The solution, built on Pega, integrates and orchestrates data from multiple systems, including Connected Vehicles systems. The Connected Service Experience solution delivers intelligent insights and decision options to stakeholders for every use case in the aftermarket value chain. The solution leverages IoT, Artificial Intelligence, Diagnostic – Prognostic – Predictive analytics, cognitive pattern analysis, Augmented Reality, real-time analytics, hybrid cloud and mobility to arrive at key decisions.
The Connected Service Experience for Connected Vehicles leverages Tech Mahindra’s expertise in Manufacturing and R&D in Connected Automotive Aftermarket and combines it with Pega’s Digital Transformation platform to deliver an agile, cost effective solution for customers.
- Increase aftermarket revenue
- Reduce customer churn in the aftermarket business
- Reduce warranty costs and warranty frauds
- Reduce cost of maintenance for their customers with early intervention
- Reduce downtime on events, such as serious mechanical, electrical or other asset failures and ensure customer safety.
- Improve their customers’ experience