ACCELERATING YOUR IOT SOLUTION

JOURNEY
FROM EXPLORING TO DEVELOPMENT TO DEPLOYMENT AND OPERATION

Victor Gerdes
Vice President, ThingWorx Product Management
vgerdes@ptc.com

liveworx.com #LIVEWORX
 ACCELERATING YOUR IOT SOLUTION JOURNEY

10 Elements of PTC Resources to Accelerate Your IoT

Successful IoT Solution Programs Solution Success

#LIVEWORX 2
The fastest way for
industrial companies
to unlock the value
of physical digital
convergence.
 IOT DEMANDS A FRESH APPROACH TO SOLUTION
DEVELOPMENT
IOT SOLUTION LIFECYCLE
Organization Discover Explore Design Manufacture Deploy & Sell Operate & Optimize
Strategy
Customer Communication

Management Discover Explore

Business Plan Design Manu- Deploy & Operate
Program Management
facture
Measure Solution Success
Sales & Marketing Training
Sell &
Research
Concept Development
Optimize
System Design*
Thing Modeling
Application Development
Product Analytics Development
Integration Development
Development Connectivity Development
Edge Development
Software Design*
Electrical Design*
Mechanical Design*
Verification & Validation*
Manufacturing Sourcing*
Manufacturing*
Deployment Architecture Planning
Research Installation & Configuration
Information System Validation
Security Administration & Monitoring
Technology System Administration
Monitoring & Maintenance
Upgrade
Customer Success Management
User Support
Line of Business Solution Operation
Data Analytics
Device Management & Support
Requirements Capture and Management*
IoT Solution Vision and Value Marketing
Sales &Marketing IT, Security & Compliance Messaging
Flexible Billing and Pricing Models
Customer Insights & Opportunities
44
* Refer to the Product Development Lifecycle Process Landscape for More Details
 IOT DEMANDS A FRESH APPROACH TO SOLUTION
DEVELOPMENT
IOT SOLUTION LIFECYCLE
Organization Discover
Discover Explore
Explore Design
Design Manufacture
Manufacture Deploy
Deploy &&Sell
Sell Operate
Operate &
& Optimize
Strategy Optimize
Customer Communication

Management
Business Plan
Management
Program Management
Measure Solution Success
Sales & Marketing Training
Research
Concept Development
System Design*
Thing Modeling
Application Development

Product Development
Product Analytics Development
Integration Development
Development Connectivity Development
Edge Development
Software Design*
Electrical Design*
Mechanical Design*
Verification & Validation*
Manufacturing
Manufacturing Sourcing*
Manufacturing*
Deployment Architecture Planning
Research Installation & Configuration
Information System Validation

Technology Information Technology Security Administration & Monitoring

System Administration
Monitoring & Maintenance
Upgrade
Customer Success Management
User Support
Line of Business Line of Business Solution Operation
Data Analytics
Device Management & Support
Requirements Capture and Management*
IoT Solution Vision and Value Marketing
Sales &Marketing Sales & Marketing IT, Security & Compliance Messaging
Flexible Billing and Pricing Models
Customer Insights & Opportunities
55
* Refer to the Product Development Lifecycle Process Landscape for More Details
 WHAT MAKES AN IOT SOLUTION PROGRAM SUCCESSFUL?

Product Technology People Processes

Internal Challenges Market Challenges End Customer

Management Support Regulations Challenges
Resources Risk Tolerance Motivation
Demonstrating Business Model Security
ROI/Value Risk

#LIVEWORX 6
 WHAT DO WE MEAN BY IOT SOLUTION PROGRAM?
Example IoT Solution Program Phases

Proof of Sell &

Develop Optimize
Concept Deploy

Internal Customers External Customers

Your Company Your Customers

Business
End Customer
Internal Challenges Business Lead
Lead Challenges
Management Support Motivation
Resources You! Security
Marketing
Demonstrating ROI/Value IT Users Business Risk
Lead
Sales Market Challenges
Regulations
R&D Business Risk Tolerance
Lead IT Users Business Model
IT

IT Users

#LIVEWORX 7
 10 Elements of
Successful IoT Solution Programs

1. Internal Value 6. Connectivity

2. Team 7. Security
3. Feedback 8. Compliance
4. Training 9. Vision
5. Customer Value 10. Measuring
 1. IDENTIFY INTERNAL VALUE
PTC IoT Customer Advice
PROFILE
Medical Services & Device Company
>20% of service requests resolved remotely
without the need for an onsite visit
Increased system uptime and patient
throughput
Improved product design through machine
reliability data analysis
#LiveWorx
# LIVEWORX
What are the Goals?
Start talking about long term goals
Present an IoT Solution that Maps to a Customers
Goals and Initiatives.
Goals for Internal Customers
Goals of External Customers
What are the supporting Business Initiatives?
Goals must be
Measurable and can be compared to a standard
Translatable into a Financial/Business Impact
Attainable, yet inspiring
9
WHAT ARE THE VALUE DRIVERS FOR YOUR CONNECTED PRODUCTS
PROGRAM?

Optimize Operational Performance

Operational
Effectiveness
Improve Risk Management

Reduce Product and Service Costs

Improve Customer Experience

Strategic
Differentiation
Differentiate Product and Service Offering

Enable New Revenue Streams

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 MAP YOUR CONNECTED USE CASES TO VALUE DRIVERS
USING THE PTC 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

#LIVEWORX 11
 26 KEY IOT USE CASES ACROSS BUSINESS FUNCTIONS
Map Your Connected Use Cases to Value Drivers Using the PTC IoT Value Roadmap

INFORMATION /
MARKETING / OPERATIONS / SERVICE /
PRODUCT DEVELOPMENT OPERATIONAL CUSTOMER
SALES MANUFACTURING SUPPORT
TECHNOLOGY

Customer Insights IoT Usage Analysis Asset and Material Tracking Monitoring and Diagnostics Flexible Product and Asset Usage and Performance
and Opportunities Connectivity Dashboard

Connected Remote Service Identity and Security

Flexible Billing and Pricing
Models
New Value Added Services
#LIVEWORX
IoT Quality Analysis
Operations Intelligence Management Customer
Automated Service Execution Self-Service
Scalable IoT Operations
Connected Software Unified Key Performance Management
Management Product Personalization
Indicators
Condition-Based Predictive
Maintenance
Seamless IoT Data Integration
Real-Time Asset Health
Monitoring
Connected Service Parts Automated Analytics and
Planning Actions
Operations Management
Improvements
Warranty Cost Management Rapid IoT Application
Development
12
 2. BUILD YOUR TEAM
PTC IoT Customer Advice

PROFILE
Recruit a Cross Functional Team from R&D, product
Global Leader of Medical Diagnostics Products
marketing, sales, corporate marketing, support,
65% Improvement in Instrument Uptime finance, legal, IT, etc.
40% Reduced Average Repair Duration per visit
10% Service Cost Reduction for connected Two Essential Team Members
fleet
54% YoY Service Cost Improvement 1. Executive Sponsor with support from
management team provides visibility
The Business Challenge

2. Program Manager with experience working

across departments maintains momentum

Its a Program not a Project!

#LiveWorx
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3. FEEDBACK FROM AND
COMMUNICATE TO CUSTOMERS

Internal Customers Drive the First Phase External Customers

Internal Stakeholders Drive the First Phase of All Internal teams should try to Capture
an IoT Solution Program not your Customer Information From External Sources.
End Users
View External Customers as a source of
Identify Value for various innovation
department/stakeholders
Opportunities to Capture Competitive or
Identify data to calculate ROI Measurable Data, and use it to your
advantage
Communicate Effectively, Frequently and
Consistently Metrics, value identification
Adopt effective and sustainable internal ROI calculations
communication practices.
Costs/benefits that customers care about
Partner with marketing to ensure
communications are ongoing and frequent
with built-in feedback loops.

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 4. TRAINING
PTC IoT Customer Advice

PROFILE
Financial Self-Service & Security Corporation

Give sales something to sell and train different

The first phase of our IoT Solution Program was
rolled out to current service contract customers. The
second phase, to further expand the base, is to give
our teams a value add service to sell, while training
and aligning our service and sales teams to identify
opportunities
- Director, Software and Service Product
Management
departments on what sales is selling most often cited
advice from customer interviews
Reinforce alignment by training sales, marketing &
service or other business organization together. Focus
on transferring knowledge on selling the value of an
IoT program

Expand your sales team by enabling everyone in the

business organization (e.g. service) to communicate
the Value of your IoT programs

#LiveWorx
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 5. COMMUNICATING THE VALUE TO YOUR CUSTOMERS
PTC IoT Customer Advice
PROFILE
Precision Manufacturing Machinery Company
Can your sales, service and marketing teams have
value based conversations, with the right person, at
the right time? If the answer is yes, then your teams
are in sync and your program is ready to go.
Executive Director Worldwide Customer
Service
Reduced field service visits in Europe, Asia, and
the U.S.
Improved first-time fix rate by 5%
Resolved issues to avoid downtime, often before
customer is even aware
#LiveWorx
# LIVEWORX
To create compelling marketing content You Must
Understand the Value your IoT Solution provides for
Your Customers
Value Propositions created around cost reduction,
improved customer satisfaction, and increased
revenue will drive marketing content
Create Persona-Specific Marketing Content
Initial researcher, day-to-day user, key influencer, or
executive decision maker.
Create collateral and campaigns for each persona for
the phases of the sales cycle awareness,
consideration, and purchase
Developing buying personas helps to refine your
value-driven marketing strategy
16
 6. SELLING CONNECTIVITY
PTC IoT Customer Advice

PROFILE
Protection & Communication Systems Company
Lead with Customer Benefits
When we showed the backend, sales personnel Connectivity is a Component of a Bigger Story, it is not
tended to understand the value better THE story
Providing customers with data and information Motivate them to care
made it more of a pull not a push
We supplied SMEs to field customer questions
(IT and business related) Get the Business Buyer on board first
The business contact should handle interface with IT
Manager Global Data Services & Integration

Deliver Just Enough Information

Dont create complexity or raise new concerns
1.545
Dont Expect Sales to Handle IT
Inspections Refer all technical questions to your designated
performed today
----------------- subject matter expert
1,665

Customers serviced

#LiveWorx
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 7. HANDLING SECURITY OBJECTIONS
PTC IoT Customer Advice

PROFILE
Protection & Communication Systems Company
Dealing with IT was a daunting task for the sales
team, and the customer.
Even with the support material and personnel,
most sales people steered clear of IT
Manager Global Data Services & Integration
Every Company, in every industry, Has Sensitive
Business Information
Customers Need Assurance that the IoT solution
Supports their security model
Allows granular control over user access
Offers easy-to-use audit and tracking capabilities.

Expect a security conversation.

Anticipate your Customers Security Concerns around
suitability and acceptability
Add Credibility by demonstrating your knowledge in
1.545
this area
Inspections
performed today
----------------- Plan to engage in a two-way conversation that Uses
1,665 The Language of the Customers Business
Customers serviced

#LiveWorx
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 8. ACHIEVING COMPLIANCE
PTC IoT Customer Advice

PROFILE The Same Person who is most concerned about IT Security is

Data Storage & Information Security Leader typically also Responsible for Compliance

Most common Compliance Umbrellas:

Unprecedented control and auditing of remote The FDA, Good Manufacturing Practices, Sarbanes-Oxley, PCI-
system activity for Sarbanes-Oxley compliance DSS, GLBA, FISMA, the Joint Commission, HITECH, HIPAA, the
Data Protection Act, and the Freedom of Information Act

Most organizations use Compliance Frameworks and

standards to serve as over-arching guidelines to inform them
on how to comply.
(such as COBIT, ISO, ISA, IEC and NIST) to serve as over-arching
guidelines to inform them on how to comply.

Help Your Customers Simplify The Compliance Process by

offering automated, regulation-specific compliance reports
Most organizations overspend on audits, offering automated
compliance reports helps reduce the cost and complexity.

#LiveWorx
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 9. CREATE A VISION
PTC IoT Customer Advice

PROFILE
Financial Self-Service & Security Corporation
When we engaged in conversations with our
customers and created a shared vision for the
project, I noticed attitudes changingwe went from
your project, your success to our project, our
success. Its a subtlety that speaks volumes.
Director, Software and Service Product
IoT Solution Program Phases
Create a Vision of what the customer
organization will look like at the completion
of the project
Build a Roadmap that you and your
customer can follow, with milestones

Build Justification for new projects by

Management

delivering value in phases

#LiveWorx
# LIVEWORX 20
 10. MEASURING
PTC IoT Customer Advice

PROFILE
Financial Self-Service & Security Corporation
Average problem resolution time reduced from 3
hours to minutes
17% of total issues resolved remotely without a
field service visit
Overall Opteva ATM downtime reduced
by 15%
Before You Measure Success - You Must First Define It
Identify Key Performance Indicators (KPIs)
Measurable, objective, and actionable information linking
your IoT Solution Program to value drivers and strategic
initiatives
Where to Look for KPIs?
The Vision Statement & ROI Calculations
PTCs IoT & PDS Value Roadmaps are Rich
Resources for Identifying KPIs

Internal & External Metrics

Agreed-upon early on in the project.
Define different KPIs for key departments
Measuring increases to sales is significant, but how is that
helpful to R&D?
The value of KPIs is the change they lead to
Identify customer relevant KPIs by researching industry
specific benchmarks.

Measure => Analyze => Improve => Repeat!

#LiveWorx
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 ACCELERATING YOUR IOT SOLUTION JOURNEY

10 Elements of PTC Resources to Accelerate Your IoT

Successful IoT Solution Programs Solution Success

#LIVEWORX 22
RESOURCES TO ACCELERATE YOUR IOT SOLUTION JOURNEY

#LIVEWORX 23
 Wed, 1:30pm Room 108

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 UDEMY MOOCS

9,433

28,503
student enrollments
5,639

145
countries 5,517

~4/5 7,914
customer rating

#LIVEWORX 25
 IOT UNIVERSITY: GET STARTED LEARNING THE FUNDAMENTALS

https://www.iotu.com/
#LIVEWORX 26
 Evaluate IIoT & AR technologies and deliver
innovation quickly
developer.thingworx.com studio.thingworx.com
 ThingWorx YouTube Channel

Learn from expert presentations,

tutorials, installation videos and
webcasts about ThingWorx and
how to unlock the value of
physical digital convergence.

https://www.youtube.com/thingworx

#LIVEWORX 28
 PTC Learning Connector

Learn from expert presentations,

tutorials, installation videos and
webcasts about ThingWorx and
how to unlock the value of
physical digital convergence.

ttps://learningconnector.ptc.com

#LIVEWORX 29
TECH SUPPORT > REFERENCE DOCUMENTS > ENTERPRISE DEPLOYMENT RESOURCES

#LIVEWORX 30
TECH SUPPORT > REFERENCE DOCUMENTS > ENTERPRISE DEPLOYMENT RESOURCES

#LIVEWORX 31
 TECH SUPPORT > PERFORMANCE ADVISOR

ThingWorx Performance Advisor

Delivers information dashboards driven by data on the

features, usage and performance of your ThingWorx
systems

Unlocks information that can reduce

wasted development and improve design cycles

Allows comprehensive visibility into software versions in

use to manage software upgrade plans

Simplifies compliance and revenue allocation by

monitoring usage

Enables quick access to system and usage

statistics across your organization

Uses personalized dashboards to viewing, reporting and

trend analysis
Document CS262967:FAQ - Performance Advisor for ThingWorx

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ACCELERATE PRODUCTIVITY WITH THE MARKETPLACE

The single source for IoT Apps, Technologies,

and Services

Contains over 168 Apps,

Extensions, Starter Kits, and IoT
Products

Over 1000 users download

500+ items weekly

Extensive Ecosystem of
Partners

#LIVEWORX 33
 FIND THE RIGHT PTC PARTNERS
ON THE THINGWORX MARKETPLACE
TO ACCELERATE YOUR IOT SOLUTION JOURNEY

Technology Solution Services and

Partners Builders Channel Partners
Edge/Embedded Devices Apps, Reference solutions,
Cloud Services Commercial design, development,
Communication Services Solutions implementation
Software expertise
Hardware

#LIVEWORX 34
 PTC Customer Success Plans

EVERY Software Customer Optional

STARTER SUCCESS PLAN GUIDED SUCCESS PLAN

Starter Success delivers quick first value, Guided Success delivers hands-on
when and where you need it, services to accelerate first and recurring
right from the start value and expedite business outcomes

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35
 HOW IT ALL WORKS TOGETHER

Software Success Plans Advisory

Implementation = VALUE
START SMALL

EXPAND IoT ADOPTION

Adoption
ENABLE & ACCELERATE PoC

DRIVE IoT STRATEGY

Value Leads to Customer Success

#LIVEWORX 36
36
SUCCESS PLANS QUICK DEFINITIONS

What is a Rapid Outcome? What is a MakerLab? What are Expert Sessions?

Microservice engagement Bring your own project Weekly technical webcasts

designed to achieve
specific outcomes
Virtually work side-by-side
with PTC subject matter
experts
Examples:
Thing Modeling Enablement
Mashup Enablement
Code Review (3 days)
Let PTC help guide you
through your Proof of
Concept
Learn from others in a
collaborative virtual
environment
on best practices with PTC
software
Sign up and attend live for
Q&A with subject matter
experts
Watch earlier recorded
sessions at your
convenience

What is the Online Success Guide?

Self-guided, online resource for our customers to engage with online PTC resources

https://thingworx.ptc.com/appserver/cs/portal/thingworx/csm.jsp
#LIVEWORX 37
MAKER LABS MAKER
THINGWORX
THINGWORX MAKERLABS
LAB(PROPOSED: SPECIAL OFFER FOR AXEDA CUSTOMERS)

The ThingWorx Maker Lab is designed for

developers who have already gone
through introductory ThingWorx training,
but need assistance applying these
concepts to a real world project.

CUSTOM USE CASES ON-DEMAND SERVICES ACCELERATE IMPLEMENTATION

Work on business cases Speed up delivery and reduce Work side-by-side with IoT
relevant to your business costs by working with remote excellence experts in a two
and the Axeda experts and mentors week accelerator program
technology

#LIVEWORX 38
 IOT TRANSFORMATION ADVISORY PRACTICE
(ITAP)

Assess Discover Accelerate Transform

Performance Discovery Value Acceleration Journey Design

Assessment Workshop Service Program

Shorten Time to First Value Reduce Risks Scale Business Results

#LIVEWORX 39
 ACCELERATING YOUR IOT SOLUTION JOURNEY
10 Elements of PTC Resources to Accelerate Your IoT
Successful IoT Solution Programs Solution Success

1. Internal Value 1. Udemy MOOCs

2. Team 2. ThingWorx Developer Portal
3. Feedback 3. ThingWorx Studio Free Trial
4. Training 4. ThingWorx YouTube Channel
5. Customer Value 5. PTC University Learning Connector
6. Connectivity 6. Tech Support Reference Documents
7. Security 7. ThingWorx Performance Advisor
8. Compliance 8. ThingWorx Marketplace
9. Vision 9. PTC ThingWorx Partners
10. Measuring 10. PTC Customer Success Plans
11. Thingworx Maker Lab
12. IOT Transformation Advisory Practice
#LIVEWORX 40
 QUESTIONS?

Victor Gerdes
vgerdes@ptc.com

#LIVEWORX 41
 WE WANT YOUR FEEDBACK
Please remember to complete
Survey your evaluation by selecting
the session in your mobile app.

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liveworx.com #LIVEWORX