Customer Experience and Connected Aftermarket - Powered by Microsoft

• William Han

11/2/2018 Copyright © 2018. All Rights Reserved. l Tech Mahindra Confidential.

Tech Mahindra Overview

AMERICASAFRICA

MIDDLEEAST

ANZ

ASIA

EUROPE

$ 4.9 Bn.Revenue

113,000+Associates

885+Clients

90Countries

INDUSTRY CONNECTS

Enterprise Apps Networks Business Services

Engineering Communications TelecomPublic Services RetailTechnology, Media & Entertainment

Travel & Logistics

SERVICE CONNECTS

Healthcare & Life sciences

Automotive Banking & Financial Services

Energy & Utilities Aerospace & Defense

InfrastructureConsulting Mobility Cloud & Security

Big Data & Analytics

48% 29% 23%Europe RoWAmericas

TECHNOLOGY PARTNERS

Growing demand for

Mass Customization1

Human- Robot

Collaboration

on the rise2

Rapid IT – OT

Convergence 3

Smart Products

IoT enabled Devices1

Smart Manufacturing

Industry 4.0 / Factory

of the Future

2

Customer Centricity3

Connected Aftermarket4

Run Better

Change Faster

Grow Greater

3 Trends 3 CEO Objectives4 Big Bets

OUR

3-4-3

AT

THE

CORE

Customer Experience

BOTS are re-defining the

Future of Customer

Experience

Problems With Traditional Online Experiences

Source: The 2018 State of Chat BOTs report

Predicted Use Cases for Chat BOTs

Source: The 2018 State of Chat BOTs report

Potential Blockers to Using Chatbots

Source: The 2018 State of Chatbots report

Chat Bots - Revolutionize the way you do business

Gartner estimates that by 2020, customers

will manage 85% of their relationship

with a business without interacting with

a human.

44% of US consumers want Chat Bots over

humans for customer relations

Source: Aspect Software Research

Chat Bots expected to cut business costs by $8

billion by 2022 – Juniper Research

Business

Focus

ML, Voicebot, Reporting & Analytics abilities that need to be supportedby

BOT

Integration

Allowing Chat BOT to integrate with multiple back end systems to fetch and

share real time information

Multi Lingual

English plus other languages like French, Spanish, Dutch, Russian

etc..Continuous

Learning NLP capability for

continuous learning

process for Chat BOT

Seamless

Transfer

Integrate with Livechat & service platformssuch as SFDC service cloud etc.. and

seamless routing to customer service agent

Designer

Ease to configure multiple use cases without a need for technical developer with user friendly configuration screens

Key Aspects of Chat BOTs

OMNI CHANNEL CONNECT OPERATIONAL COST

OPTIMIZATION PRODUCTIVITY ENHANCEMENTPERSONALIZED SUPPORT QUICK & ON-SPOT

QUERY RESOLUTION

How Chat BOT Can HelpCreate meaningful, more personalized engagement

Transformation Framework and Outcome

Demonstrable Framework Business Outcomes (Referenceable)

Increase Digital Channels by 25 – 30%

CONSULTINGOMNI

CHANNEL

Omni-Channel

CIM Layer, Next

generation digital

channels -

VisualIVR, Chat

ROBOTICS

AUTOMATIONACTIONABLE

ANALYTICS

OPERATIONAL

EXCELLENCE

Bring all our

experiences,

best practices of

serving

customers for

more than a

decade

Increase Sales by

10-15%

Improved Customer

ExperienceProcess

Improvement ,

Re-engineering &

Advisory Services

Robotics

Process

Automation,

Cognitive

Computing

BOTs, Video

Kiosks & Other

digital channels

VOC,

Speech/Text

Analytics & Data

Analytics ,

Social Media

Analytics,

Improve first time

call resolution by

10%

Increase NPS by

10 Basis Points

Higher customer

insights by 35%

Cost Reduction by

25-30 %

2

Reduce AHT by 15%

BOTS on Microsoft

technologies

• BOT for Sales

• BOT for Resource

Management

• BOT for ITSM Queue

Management

• BOT for Digital Advertisement

• BOT Major Incidence and

Escalation Management

• BOT as Self-Help

Case StudyInternal TechM Implementation

(HR, IT, rmg)

45,000Monthly HR queries

2 HrsAverage response Time

3.78/4 MCARES Score

72% Reduction in Call

Real time Response

Conversation web-based Virtual Advisor

catering all HR related queries for

100,000+ employees – UVO (TechM)

500Avg. daily IT Tickets

3-4 HrsAverage response Time

20,000 Issue Weekly

Avg. 96% Success Ratio

21% Call Reduction

Web/Mobile based conversational Chat

BOTs resolves L1/L2 IT Support issues

– TiBOT (TechM)

53,000Avg. monthly RMG Tickets

3-4 HrsAverage response Time

3.78/4 MCARES Score

69% reduction in call

30% Call Reduction

Skype business based chat bot to

allow internal employees (125,000) to

solve their queries using a

conversational system

When a Tier 1 Chemical

Manufacturing company in Japan

wanted its employees to spend time

on more productive tasks and

required a communication channel

with less applications to manage

employee requests, TechM helped

with a Microsoft AI based BOT and

skype as a solution to their needs:

• Queries Resolved In Lesser Time

• 24x7 Support Available For

Employees

• Increased Customer Satisfaction

Chat BOT Workflow

SS Web Portal

or

Below Channels

SS

Authentication

Service/AD

Auth Access

Token

User Queries

Users Azure BOT

service

Azure App

service

Azure

Insights

Language

Understanding

(LUIS.ai)

Conversation

log

Azure Bing

Spell Check

QnA

Maker

Language Translator

service

Connected Aftermarket

Automotive Key Trends

Connectivity is clearly the

important prerequisite for the

provision of additional services

and content provided in the car

Source: KPMG Global Automotive Survey 2018

Connected Car Market Trends

The connected car is shaping up as a game changer• The global market for connected cars will

reach $200 billion By 2020

Regulatory mandates driving the adoption• U.S. DoT’s proposal for mandatory V2V

communication devices

• eCall System in the European Union

• Stolen Vehicle Tracker (SVT) in Brazil

Monetization is the Key• Use cases are on rise

• There is need to manage the complex services & engage better with the end customer

Mckinsey, Statista ReportsCopyright © 2018 Tech Mahindra. All rightsreserved.

21

Create New Revenue Streams And Improve Profitability

New Vehicle Sales , $4

After Market, $ 1.2

New Business Models, $2

Revenue ($ 7.2 TR) in 2030

New Vehicle Sales, $2.7

After Market,

0.76

Revenue ($ 3.5 TR) in 2015

Aftermarket business rising to 30 – 40 % of Auto

Industry revenues

New business models to augment revenues

Improved Bottom-line as share of aftermarket revenues increases

Aftermarket & New business models driven by Data

Monetization

Source: Gartner, Mckinsey Survey

Connected Cars will generate $140 Billion in revenues by 2020 Globally - $34 Billion in China alone

eSim For Connectivity

9 countries are supporting eSim

China PHS 1996-2014, used eSim technology

Apple is the technology pusher for eSim since 2011

China Unicom starts eSim in 6 cities and China Mobile published eSimchipset in this year

5G is coming

IP V6 is on the way for adoption

• Source: Statista Report Mar 2017

Drivers For A Comprehensive Subscription Management Solution..

Connected Car Revenue in the US

01

02

03

04

05

Manage lifecycle of connectivity to

cars

The connectivity solution can open

up new revenue channels for

OEMs which was traditionally

offered by MNOs.

Optimise connectivity costs and

allocate costs to different

departments

Control the network connectivity for

their customers

Reduce costs by managing the

inventory and status of

connections

Complexities in Car Connectivity Management

Cars travel across different countries with different MNOs

Replacing a SIM physically involves complexities

The conventional MNO solution is inflexible & costly

Management of connectivity requires multiple niche skills like IoT, CRM,

Analytics, Cloud, etc.

Cars are assembled in one country & sold across different geographies

Key Components

•Resource management,

•Car ID link to resources,

•Service status,

•GUI for service mgmt.

•Subscription management,

•Service management

CRM

•Products,

•Packages,

•Service definition,

•Dependencies,

•Service packaging,

•Product life cycle management

Service Catalog

•Usage mediation,

•Usage guiding,

•Usage validation

Data Mgmt

•Deployment – regional / global

Cloud Services

•Commercial & Service order management

•Orchestration,

•Order state model,

•Order plan and execution

Order Management

•Service & Logical resource Inventory

Inventory Mgmt

..

Secure a future proof system to manage

subscription for Connected Car services

Drive consumer experience while being MNO

agnostic using eUICC SIM

Manage resources like, TCU, The new eUICC ,

Conventional SIMs, MNO subscriptions

Provide services offered by an MVNO

Key Requirements

Provide a robust and scalable system

Connected Car Service Subscription Solution

Subscription Management

In Car Delivery

Wi-Fi Hotspot

OTA

VDC

Connected Safety

Connected Services Bookings

New MNOs

China Unicom

Claro

T - Mobile

AT&T TCAM3 TCAM2

TCAM1

Connected Car Cloud

Telematics Suppliers

Examples of Connected Offerings

Network Operators

SIM Card Suppliers

Solution Overview

Solution Architecture

CPQ

Service

Catalog

Order Management

CRM

Mediation

RE

ST

REST

Launch (SOAP)

REST

REST

REST

Data ManagementREST

RE

ST

29

Solution Benefits

Strategic Advantage to OEMs to be the Owner of Connected Car Data

• Avoid SIM Logistics

• Seamless Connectivity

Beyond Boundaries

• Opt for Service Packages

from Different Operators

• Build New Business Services

• Rapidly package Services

• Configure Backend APIs

• Single Platform to Manage

the Eco System

• Split Billing

• As A Service Model

Factory Fitted SIM Operator Agnostic Introduce New Service

Offerings

Manage Complexities

of Connected Car

Service

Monitor Service

Usage

All set to #FUTURISE

THANK YOU