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Internet of Things, Telecom and Service Delivery – a Match Made in Heaven

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The telecommunications industry is an extremely complex and unique business with specific challenges that are seen in no other industry.  The Internet of Things (IoT) is equally complicated and mirrors those unique challenges seen in the telecom space.  If you think about it, the two industries have strikingly similar business orchestrations, delivering complex software-driven services to their customers.  When I think of the complex nature of these industries, what Mark Cuban said to an entrepreneur once on Shark Tank comes to mind.  “Anyone who works in tech knows that only one thing is certain in technology, it breaks.”  Due to the Telecom and IOT communities’ business models being built on tech, there is a constant need in both businesses for bug fixes, maintenance, security patches, etc.

The Internet of Things (IoT) is a business model of independent devices that are often programmed with embedded software communicating with each other.  Embedded software, usually a type of Linux with a security patch, is great for programming these devices.  However, there is a main constraint that is built into the definition of each embedded software device: once the device is programmed it is on its own and cannot be updated unless the device is accessed physically and re-programmed.  This need for service delivery, service maintenance and service ordering are the exact same issues that telecom companies have on a daily basis.

These devices have to be maintained with security patches, security upgrades, software upgrades and physical maintenance.  Device failure and replacement are issues that need a proper infrastructure in place to manage.  These are also the exact same issues that Tier 2 telecom companies/carriers have been dealing with since the inception of the market.

This creates the need for a solution that manages all the projects and various Field Application Engineers and also shows in real time which projects they are working on and provides status updates; a solution that manages the various premises projects and needs under the same company umbrella; and a solution that acts as a single source of truth so that sales and support reps have up-to-date information for the customer and can better manage the relationships with their customers over time.

IoT companies have the benefit of learning from the experience of telecom companies before them.  Telecommunications companies’ in-house systems needed to be able to connect to their customer CRM systems and real-time information in order to be truly useful.  Since the Internet of Things is fairly new and lives in the Cloud Computing/ SaaS era, the ability to improve delivery of service to customers, maintain devices and have information connected to sales and service reps’ desks instantaneously is a lot easier and much more cost effective than trying to build an in-house system to manage all of this.

Luckily, the IoT market was created in the post-cloud computing/ post-SaaS world.  When the IoT market began to experience the exact same challenges in the service delivery and service order model that the telecommunications market had experienced, it was lucky enough to already have a pre-written gameplan to follow to tackle these challenges.  Like telecom companies before them, IoT companies found outside companies that provided the solutions they needed.

Telecommunications companies, large and small, have noticed the benefit of a Telecom Order Management tool that reduces costs, improves efficiency and visibility into projects and gives sales and support reps the ability to provide customers with up-to-the-second information regarding their service delivery.

Source: PR Newswire via Kyle Facchin, Account Manager-North America for ChikPea, Inc. ChikPea will be attending  Capacity North America 2017 in Denver, CO, September 6th-7th

 

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Kirstie Magowan

Kirstie Magowan is the managing editor of IT Chronicles. Kirstie is an experienced journalist and publisher who has been working in the IT Service Management industry since 1999. Kirstie is a regular speaker at industry conferences globally.