1. IoT Value Roadmap

2. IoT Value Roadmap
Key IoT use cases from hundreds of customer interactions across connected products, operations, and systems are defined and linked to their business impact

3. IoT Value Drivers Optimize Operational Performance
Improve Risk Management
Operational Effectiveness
Reduce Product and Service Costs
Improve Customer Experience
Differentiate Product and Service Offering
Strategic
Differentiation
Enable New Revenue Streams

4. 26 Key IoT Use Cases Across Business Functions
MARKETING / SALES
PRODUCT DEVELOPMENT
OPERATIONS / MANUFACTURING
SERVICE / SUPPORT
INFORMATION / OPERATIONAL TECHNOLOGY
CUSTOMER
Customer Insights and Opportunities
Connected Product Usage Analysis
Asset and Material Tracking
Monitoring and Diagnostics
Flexible Product and Asset Connectivity
Usage and Performance Dashboard
Connected Operations Intelligence
Remote Service
Identity and Security Management
Flexible Billing and Pricing Models
Connected Product Quality Analysis
Customer Self-Service
Automated Service Execution
Scalable IoT Operations Management
New Value Added Services
Connected Software Management
Unified Key Performance Indicators
Product Personalization
Condition-Based Predictive Maintenance
Seamless IoT Data Integration
Real-Time Asset Health Monitoring
Connected Service Parts Planning
Automated Analytics and Actions
Operations Management Improvements
Warranty Cost Management
Rapid IoT Application Development

5. Optimize Operational Performance
Combine real-time data from assets, enterprise systems, and people to increase operational efficiency of equipment, plants and logistics
MARKETING / SALES
PRODUCT DEVELOPMENT
OPERATIONS / MANUFACTURING
SERVICE / SUPPORT
INFORMATION / OPERATIONAL TECHNOLOGY
CUSTOMER
Scalable IoT Operations Management
Asset and Material Tracking
Connected Service Parts Planning
Connected Operations Intelligence
Condition-based Predictive Maintenance
Seamless IoT Data Integration
Unified Key Performance Indicators
Real-Time Asset Health Monitoring
Operations Management Improvements

6. Improve Risk Management
Improve ability to proactively identify and mitigate financial, safety, environmental, and regulatory compliance risk
MARKETING / SALES
PRODUCT DEVELOPMENT
OPERATIONS / MANUFACTURING
SERVICE / SUPPORT
INFORMATION / OPERATIONAL TECHNOLOGY
CUSTOMER
Connected Product Usage Analysis
Asset and Material Tracking
Monitoring and Diagnostics
Flexible Product and Asset Connectivity
Connected Product Quality Analysis
Connected Operations Intelligence
Warranty Cost Management
Identity and Security Management
Scalable IoT Operations Management
Real-Time Asset Health Monitoring
Seamless IoT Data Integration

7. Reduce Product and Service Costs
Implement proactive service, limit warranty costs and risks, and optimize service and product development processes
MARKETING / SALES
PRODUCT DEVELOPMENT
OPERATIONS / MANUFACTURING
SERVICE / SUPPORT
INFORMATION / OPERATIONAL TECHNOLOGY
CUSTOMER
Connected Product Usage Analysis
Real-Time Asset Health Monitoring
Monitoring and Diagnostics
Automated Analytics and Actions
Customer Self-Service
Remote Service
Connected Product Quality Analysis
Rapid IoT Application Development
Automated Service Execution
Connected Software Management
Condition-Based Predictive Maintenance
Connected Service Parts Planning
Warranty Cost Management

8. Improve Customer Experience
Make products smarter, easier to update, and more personalized to improve customer experience and value
MARKETING / SALES
PRODUCT DEVELOPMENT
OPERATIONS / MANUFACTURING
SERVICE / SUPPORT
INFORMATION / OPERATIONAL TECHNOLOGY
CUSTOMER
New Value Added Services
Connected Software Management
Asset and Material Tracking
Monitoring and Diagnostics
Automated Analytics and Actions
Usage and Performance Dashboard
Remote Service
Rapid IoT Application Development
Customer Self-Service
Automated Service Execution
Product Personalization

9. Differentiate Product and Service Offering
Quickly deliver compelling, differentiated products and services that meet or anticipate customer demands
MARKETING / SALES
PRODUCT DEVELOPMENT
OPERATIONS / MANUFACTURING
SERVICE / SUPPORT
INFORMATION / OPERATIONAL TECHNOLOGY
CUSTOMER
Customer Insights and Opportunities
Connected Product Usage Analysis
Automated Service Execution
Rapid IoT Application Development
Usage and Performance Dashboard
Flexible Billing and Pricing Models
Connected Product Quality Analysis
Customer Self-Service
New Value Added Services
Connected Software Management
Product Personalization

10. Enable New Revenue Streams
Maximize revenue opportunities and value capture from new services or new business models
MARKETING / SALES
PRODUCT DEVELOPMENT
OPERATIONS / MANUFACTURING
SERVICE / SUPPORT
INFORMATION / OPERATIONAL TECHNOLOGY
CUSTOMER
Customer Insights and Opportunities
Rapid IoT Application Development
Usage and Performance Dashboard
Flexible Billing and Pricing Models
Product Personalization
New Value Added Services

11. Customer Insights and Opportunities
Description
Collect and analyze product usage, condition, and consumable data to anticipate customer needs, automatically trigger alerts for cross-sell and up-sell opportunities, forecast future purchases, and create new consumable resupply models.
Value Drivers
Differentiate Product and Service Offering
Enable New Revenue Streams
Current State
Slow pace of product and service innovation
Inefficient identifying up-sell and cross-sell opportunities
Losing market share to new or low cost competitors
Measures
Market share / growth (%) ($)
Upsell revenue; cross-sell revenue ($)
Increased product / service revenue or margin (%)
Customer satisfaction, net promoter score (#)
Product / Asset / Equipment utilization rate (%)
Time to market
MARKETING / SALES 11

12. Flexible Billing and Pricing Models
Description
Integrate product usage and performance data to enable usage, performance, or outcome based pricing and subscription models that create disruptive business models, and increase value captured and market penetration opportunities.
Value Drivers
Differentiate Product and Service Offering
Enable New Revenue Streams
Current State
Inability to differentiate offering or enter new markets
Losing market share to new or low cost competitors
Measures
Market share / growth (%) ($)
Increased product / service revenue or margin (%)
Service contract renewal rate (%)
Connected products or assets under management (#)
Number of users, logins, data views (#)
MARKETING / SALES 12

13. New Value Added Services
Description
Aggregate data from products across the installed base and combine it with domain expertise to provide information, advisory, and managed services that enhance the customer’s operation of the product or understanding of their business.
Value Drivers
Improve Customer Experience
Differentiate Product and Service Offering
Enable New Revenue Streams
Current State
Slow pace of product and service innovation
Inability to differentiate offering or enter new markets
Measures
Market share / growth (%) ($)
Upsell revenue; cross-sell revenue ($)
Increased product / service revenue or margin (%)
Number of users, logins, data views (#)
MARKETING / SALES 13

14. Connected Product Usage Analysis
Description
Analyze and benchmark product performance and usage data collected through remote connectivity with sensor-equipped products or systems to inform and improve product requirements definition, prioritization of features, options and variants, market segmentation, life cycle costs, and supply chain coordination and planning.
Value Drivers
Improve Risk Management
Reduce Product and Service Costs
Differentiate Product and Service Offering
Current State
Inefficient identifying up-sell and cross-sell opportunities
Inability to identify and manage the configuration of fielded products, systems, and assets
Limited visibility into product performance, usage, environment, and quality
Measures
Upsell revenue; cross-sell revenue ($)
Customer satisfaction, net promoter score (#)
R&D / Sales / Manufacturing / Service Costs ($)
Equipment up-time / product quality (%)
Product / Asset / Equipment utilization rate (%)
PRODUCT DEVELOPMENT 14

15. Connected Product Quality Analysis
Description
Continuously analyze field data collected through remote connectivity with sensor-equipped products or systems to improve root cause analysis and corrective actions, product quality, reliability and safety, preventive maintenance, and service.
Value Drivers
Improve Risk Management
Reduce Product and Service Costs
Differentiate Product and Service Offering
Current State
Limited visibility into product performance, usage, environment, and quality
Poor capture and management of quality-related feedback causing repeated problems
Difficult to track quality and identify root cause
Rising service and warranty costs
Poor product / equipment performance or unscheduled downtime
Measures
Product failure rate (e.g. MTBF, mean time between failure) (%)
Number of recalls, warning letters, and audits (#)
Customer satisfaction, net promoter score (#)
R&D / Sales / Manufacturing / Service Costs ($)
Equipment up-time / product quality (%)
Warranty costs ($)
PRODUCT DEVELOPMENT 15

16. Connected Software Management
Description
Remotely identify and manage the as-maintained configuration of fielded products, systems and assets; control the release of software updates and security patches by securely distributing packages of software files and instructions remotely.
Value Drivers
Reduce Product and Service Costs
Improve Customer Experience
Differentiate Product and Service Offering
Current State
Slow pace of product and service innovation
Inability to identify and manage the configuration of fielded products, systems, and assets
Rising service and warranty costs
Poor product / equipment performance or unscheduled downtime
Measures
Product failure rate (e.g. MTBF, mean time between failure) (%)
Number of recalls, warning letters, and audits (#)
Mean time to repair (MTTR); resolution time
Trips avoided; remote fix rate (#) (%)
PRODUCT DEVELOPMENT 16

17. Asset and Material Tracking
Description
Easily locate and monitor key assets (e.g. raw materials, final products, and containers) to optimize logistics, maintain inventory levels, prevent quality issues, and detect theft.
Value Drivers
Optimize Operational Performance
Improve Risk Management
Improve Customer Experience
Current State
Limited visibility into product performance, usage, environment, and quality
Inability to aggregate, analyze, and visualize operational intelligence across systems, assets, and people
Low service level agreement (SLA) compliance
Measures
Upsell revenue; cross-sell revenue ($)
R&D / Sales / Manufacturing / Service Costs ($)
Write offs of missing assets or stock ($)
OPERATIONS / MANUFACTURING 17

18. Connected Operations Intelligence
Description
Connect disparate silos of operational data (e.g. manufacturing, supplier, and logistics) into unified, real-time visibility across heterogeneous systems, people and assets to make faster and better decisions and improve operational performance.
Value Drivers
Optimize Operational Performance
Improve Risk Management
Current State
Limited visibility into product performance, usage, environment, and quality
Inability to quickly re-configure manufacturing systems and introduce new smart technologies
Inability to get real-time correlated data from proprietary systems and heterogeneous equipment
Difficult to incorporate data from existing business systems and external sources in IoT applications
Difficult to track quality and identify root cause
Measures
Number of recalls, warning letters, and audits (#)
Manufacturing cycle time; overall equipment effectiveness (OEE)
Equipment up-time / product quality (%)
Product / Asset / Equipment utilization rate (%)
OPERATIONS / MANUFACTURING 18

19. Unified Key Performance Indicators
Description
Aggregate and contextualize data from isolated manufacturing systems and assets into actionable web and mobile applications that provide role-based views into key indicators, while also allowing drill-down into correlated data to diagnose problems more quickly and improve performance.
Value Drivers
Optimize Operational Performance
Current State
Limited visibility into product performance, usage, environment, and quality
Inability to get real-time correlated data from proprietary systems and heterogeneous equipment
Difficult to incorporate data from existing business systems and external sources in IoT applications
Difficult to track quality and identify root cause
Measures
Product failure rate (e.g. MTBF, mean time between failure) (%)
Number of recalls, warning letters, and audits (#)
Manufacturing cycle time; overall equipment effectiveness (OEE)
Equipment up-time / product quality (%)
OPERATIONS / MANUFACTURING 19

20. Real-Time Asset Health Monitoring
Description
Minimize downtime and avoid potential equipment failures by enabling detailed monitoring of critical equipment condition and operating parameters to automatically trigger alerts and proactively initiate response from maintenance teams or OEM service networks when problems are detected.
Value Drivers
Optimize Operational Performance
Improve Risk Management
Reduce Product and Service Costs
Current State
Limited visibility into product performance, usage, environment, and quality
Inability to get real-time correlated data from proprietary systems and heterogeneous equipment
Poor capture and management of quality-related feedback causing repeated problems
Difficult to track quality and identify root cause
Rising service and warranty costs
Poor product / equipment performance or unscheduled downtime
Measures
R&D / Sales / Manufacturing / Service Costs ($)
Manufacturing cycle time; overall equipment effectiveness (OEE)
Equipment up-time / product quality (%)
Mean time to repair (MTTR); resolution time
No problem found (%)
OPERATIONS / MANUFACTURING 20

21. Operations Management Improvements
Description
Quickly improve how complex processes are monitored, managed, and optimized, and accelerate smart factory and Industry 4.0 initiatives, by extending existing equipment and ERP/MES systems with connectivity, interoperability, mobility, and crowd sourced intelligence.
Value Drivers
Optimize Operational Performance
Current State
Inability to quickly re-configure manufacturing systems and introduce new smart technologies
Inability to get real-time correlated data from proprietary systems and heterogeneous equipment
Difficult to incorporate data from existing business systems and external sources in IoT applications
Poor capture and management of quality-related feedback causing repeated problems
Measures
R&D / Sales / Manufacturing / Service Costs ($)
Manufacturing cycle time; overall equipment effectiveness (OEE)
Product / Asset / Equipment utilization rate (%)
OPERATIONS / MANUFACTURING 21

22. Monitoring and Diagnostics
Description
Interact with connected products to identify and diagnose product issues remotely to eliminate unnecessary service calls and improve first time fix rate.
Value Drivers
Improve Risk Management
Reduce Product and Service Costs
Improve Customer Experience
Current State
Inefficient identifying up-sell and cross-sell opportunities
Limited visibility into product performance, usage, environment, and quality
Difficult to track quality and identify root cause
Inability to hire and retain skilled technical staff
Rising service and warranty costs
Poor product / equipment performance or unscheduled downtime
Low service level agreement (SLA) compliance
Measures
Mean time to repair (MTTR); resolution time
No problem found (%)
First time fix rate (FTFR)
SLA compliance (%)
SERVICE / SUPPORT 22

23. Remote Service Description
Interact real-time with connected products to perform remote service activities including machine adjustments, software updates, and self-tests to avoid downtime and eliminate need for on-site service calls.
Value Drivers
Reduce Product and Service Costs
Improve Customer Experience
Current State
Inability to differentiate offering or enter new markets
Inability to identify and manage the configuration of fielded products, systems, and assets
Difficult to track quality and identify root cause
Inability to hire and retain skilled technical staff
Rising service and warranty costs
Poor product / equipment performance or unscheduled downtime
Low service level agreement (SLA) compliance
Measures
R&D / Sales / Manufacturing / Service Costs ($)
Equipment up-time / product quality (%)
Mean time to repair (MTTR); resolution time
Service contract renewal rate (%)
No problem found (%)
First time fix rate (FTFR)
Trips avoided; remote fix rate (#) (%)
SLA compliance (%)
SERVICE / SUPPORT 23

24. Automated Service Execution
Description
Automatically trigger service events based on preemptive connected product alerts, diagnose issues, determine the best service response and dispatch technicians based on SLA entitlements and resource availability.
Value Drivers
Reduce Product and Service Costs
Improve Customer Experience
Differentiate Product and Service Offering
Current State
Inability to hire and retain skilled technical staff
Rising service and warranty costs
Poor product / equipment performance or unscheduled downtime
Low service level agreement (SLA) compliance
Measures
Customer satisfaction, net promoter score (#)
R&D / Sales / Manufacturing / Service Costs ($)
Mean time to repair (MTTR); resolution time
Service contract renewal rate (%)
First time fix rate (FTFR)
Trips avoided; remote fix rate (#) (%)
SLA compliance (%)
SERVICE / SUPPORT 24

25. Condition-based Predictive Maintenance
Description
Monitor connected product operating characteristics and combine with thresholds, trends, and analytics to move from reactive to proactive maintenance.
Value Drivers
Optimize Operational Performance
Reduce Product and Service Costs
Current State
Limited visibility into product performance, usage, environment, and quality
Difficult to track quality and identify root cause
Inability to hire and retain skilled technical staff
Rising service and warranty costs
Poor product / equipment performance or unscheduled downtime
Measures
Product failure rate (e.g. MTBF, mean time between failure) (%)
Equipment up-time / product quality (%)
Product / Asset / Equipment utilization rate (%)
Mean time to repair (MTTR); resolution time
Service contract renewal rate (%)
SLA compliance (%)
SERVICE / SUPPORT 25

26. Connected Service Parts Planning
Description
Leverage connected product data including configuration, utilization, and location to improve balancing of service level objectives with service parts inventory levels.
Value Drivers
Optimize Operational Performance
Reduce Product and Service Costs
Current State
Rising service and warranty costs
Low service level agreement (SLA) compliance
Measures
Write offs of missing assets or stock ($)
First time fix rate (FTFR)
SLA compliance (%)
SERVICE / SUPPORT 26

27. Warranty Cost Management
Description
Continually monitor connected product usage to identify and prevent potential warranty compliance issues; automatically notify operator when compliance issues occur to avoid potential product failures and reduce warranty cost.
Value Drivers
Improve Risk Management
Reduce Product and Service Costs
Current State
Poor capture and management of quality-related feedback causing repeated problems
Difficult to track quality and identify root cause
Rising service and warranty costs
Measures
Number of recalls, warning letters, and audits (#)
R&D / Sales / Manufacturing / Service Costs ($)
Warranty costs ($)
No problem found (%)
Trips avoided; remote fix rate (#) (%)
SERVICE / SUPPORT 27

28. Flexible Product and Asset Connectivity
Description
Leverage proven agent technology and connectivity services to easily and flexibly connect to any wired or wireless asset via third-party device clouds, direct network connections, open APIs or edge devices.
Value Drivers
Improve Risk Management
Reduce Product and Service Costs
Current State
Slow pace of product and service innovation
Inability to quickly re-configure manufacturing systems and introduce new smart technologies
Inability to hire and retain skilled technical staff
Increasing demand for new views into production / operation data
Inability to securely connect products and manage and analyze data
Internal development of IoT projects are slow and costly
Measures
R&D / Sales / Manufacturing / Service Costs ($)
Time to market
Connected products or assets under management (#)
INFORMATION / OPERATIONAL TECHNOLOGY 28

29. Identity and Security Management
Description
Provide secure real-time bidirectional communication with devices and ensure compliance with policy management for access control, logging, and auditing of interactions with connected products and assets.
Value Drivers
Improve Risk Management
Reduce Product and Service Costs
Current State
Inability to securely connect products and manage and analyze data
Internal development of IoT projects are slow and costly
Existing IoT solutions unable to scale or meet new data requirements
Measures
R&D / Sales / Manufacturing / Service Costs ($)
Time to market
Number of users, logins, data views (#)
INFORMATION / OPERATIONAL TECHNOLOGY 29

30. Scalable IoT Operations Management
Description
Establish a highly scalable system for provisioning and deploying large numbers of products and assets, managing complex event processing and Big Data, and operating in an evolving and heterogeneous environment.
Value Drivers
Optimize Operational Performance
Improve Risk Management
Current State
Inability to securely connect products and manage and analyze data
Internal development of IoT projects are slow and costly
Existing IoT solutions unable to scale or meet new data requirements
Measures
R&D / Sales / Manufacturing / Service Costs ($)
Time to market
Connected products or assets under management (#)
INFORMATION / OPERATIONAL TECHNOLOGY 30

31. Seamless IoT Data Integration
Description
Rapidly integrate with enterprise data from business systems, time series data from connected things, and unstructured feedback from people to rapidly respond to changing business requirements and uncover actionable insights.
Value Drivers
Optimize Operational Performance
Improve Risk Management
Current State
Inability to get real-time correlated data from proprietary systems and heterogeneous equipment
Difficult to incorporate data from existing business systems and external sources in IoT applications
Internal development of IoT projects are slow and costly
Existing IoT solutions unable to scale or meet new data requirements
Measures
R&D / Sales / Manufacturing / Service Costs ($)
Time to market
Number of users, logins, data views (#)
INFORMATION / OPERATIONAL TECHNOLOGY 31

32. Automated Analytics and Actions
Description
Establish rules, business logic, and algorithms that analyze and correlate unstructured, time-series, and transactional data to optimize business processes and discover new opportunities and insights that answer key business questions.
Value Drivers
Reduce Product and Service Costs
Improve Customer Experience
Current State
Limited visibility into product performance, usage, environment, and quality
Inability to securely connect products and manage and analyze data
Internal development of IoT projects are slow and costly
Existing IoT solutions unable to scale or meet new data requirements
Measures
R&D / Sales / Manufacturing / Service Costs ($)
No problem found (%)
Trips avoided; remote fix rate (#) (%)
Time to market
INFORMATION / OPERATIONAL TECHNOLOGY 32

33. Rapid IoT Application Development
Description
Leverage an IoT platform with a model-based application development environment to reduce the time, cost, and risk required to build and maintain innovative connected applications that differentiate products and services and provide a competitive edge.
Value Drivers
Reduce Product and Service Costs
Improve Customer Experience
Differentiate Product and Service Offering
Enable New Revenue Streams
Current State
Slow pace of product and service innovation
Inability to hire and retain skilled technical staff
Increasing demand for new views into production / operation data
Internal development of IoT projects are slow and costly
Measures
Increased product / service revenue or margin (%)
Time to market
Number of users, logins, data views (#)
INFORMATION / OPERATIONAL TECHNOLOGY 33

34. Usage and Performance Dashboard
Description
Enable customer to monitor and track the usage and performance of their products or benchmark with anonymized peers to optimize the value they extract.
Value Drivers
Improve Customer Experience
Differentiate Product and Service Offering
Enable New Revenue Streams
Current State
Inability to differentiate offering or enter new markets
Limited visibility into product performance, usage, environment, and quality
Increasing demand for new views into production / operation data
Measures
Upsell revenue; cross-sell revenue ($)
Increased product / service revenue or margin (%)
Customer satisfaction, net promoter score (#)
Product / Asset / Equipment utilization rate (%)
Service contract renewal rate (%)
Number of users, logins, data views (#)
CUSTOMER 34

35. Customer Self-Service
Description
Enable customers to quickly diagnose and resolve issues themselves by suggesting actions based on connected product data to maximize product availability.
Value Drivers
Reduce Product and Service Costs
Improve Customer Experience
Differentiate Product and Service Offering
Current State
Inability to differentiate offering or enter new markets
Losing market share to new or low cost competitors
Rising service and warranty costs
Poor product / equipment performance or unscheduled downtime
Measures
Customer satisfaction, net promoter score (#)
Warranty costs ($)
Trips avoided; remote fix rate (#) (%)
Number of users, logins, data views (#)
CUSTOMER 35

36. Product Personalization
Description
Enable personalization capabilities by allowing users to remotely add features or change parameters to enhance their user experience and product performance.
Value Drivers
Improve Customer Experience
Differentiate Product and Service Offering
Enable New Revenue Streams
Current State
Inability to differentiate offering or enter new markets
Losing market share to new or low cost competitors
Inability to identify and manage the configuration of fielded products, systems, and assets
Measures
Increased product / service revenue or margin (%)
Customer satisfaction, net promoter score (#)
Number of users, logins, data views (#)
CUSTOMER 36

38. Connected Product Usage Analysis Case Study
Challenges
The company was looking to have a smooth implementation but didn’t have the required technical resources with Apache and PTC Windchill skills inhouse
From previous experience the decision-makers knew that a PLM implementation could be a complex project and that they needed skilled resources to guarantee PTC Windchill FlexPLM would run at optimal performance and stability. However, they were looking to buy this expertise and not build it internally in order to get a headstart
Value Drivers
Colony Brands had developed a risk management plan for implementing PTC Windchill FlexPLM which relies on leveraging PTC Cloud Services taking over the application management (AMS) of the system. By having experts configure, tune, and support the system, they would be able to avoid performance issues or creating an unstable system
Founded in 1926, Colony Brands quickly evolved to one of the world’s largest and most successful catalog companies, employing over 4,500 people. Colony Brands successfully implemented PTC Windchill FlexPLM in the Cloud which aligns with their overall IT strategy to move all hardware and application management into the Cloud.
Sample layout only
Company photo here
“Apart from one 10-minute outage that was needed to update security certificates, we haven’t seen any disruptions in the 15 months since we moved to the PTC Cloud.”
– Carrie Baumhover
Colony Brands 38