As in many other fields, the best results in defining and implementing a Connected Services strategy are guaranteed by a lean, continuous improvement approach.

For this reason, we suggest adopting the following cycle:

1. Define your Connected Services strategy and identify the next element to be implemented
2. Configure your DPS system to support the identified element
3. Deploy the identified element into your service offering
4. Analyse the results, learn what worked, identify areas of improvement
5. Return to point 1

But what elements make up a Connected Services offering and how can a strategy be defined?

To support you, we have developed the Connected Services staircase.

The Connected Services staircase is inspired by the Service Staircase developed by Advanced Services Group, reworking its elements into a connected version.

In the Connected Service Staircase, the elements of a connected service offering are represented as follows:

• Digitally-enabled services are the “connected” version of the elements represented by the service staircase
• Digital services, on the other hand, are a new type of offering that sits alongside the “traditional” offering. They too can be distributed along the vertical dimension, according to how well they support the customer to achieve outcomes. Each “traditional” offering element can correspond to a digital service element. Regarding their placement on the horizontal axis, digital services are at the lowest value because there is no risk absorbed by the provider.

Furthermore, the elements are grouped into four business initiatives, that have common characteristics, goals, success factors and involved stakeholders.

• Digital Services
• Smart Spare Parts & Consumables
• Connected Field Services
• Connected Advanced Services

The Connected Services Staircase is a tool that supports you in identify your current position on the staircase and plot your route to reach your goal: successfully leveraging data from connected products to optimize and enrich your service offering.

Explore more in our Learning Center. Read the full article: How to design a Connected Services Strategy

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