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WebWay Uses IoT to Achieve Service Excellence
Technology Category
- Analytics & Modeling - Real Time Analytics
- Functional Applications - Remote Monitoring & Control Systems
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Security & Public Safety
- Retail
Applicable Functions
- Facility Management
- Maintenance
Use Cases
- Predictive Maintenance
- Remote Asset Management
- Building Automation & Control
Services
- Cloud Planning, Design & Implementation Services
- System Integration
The Challenge
WebWay, a company specializing in alarm signaling and remote monitoring security solutions, faced the challenge of transforming their product into a service. Initially, their business model involved building devices and having customers manage the SIMs and solutions themselves. However, they realized that bundling a SIM with the device and including management and billing services would provide additional lifetime value to their customers and a recurring stream of service revenue. Additionally, the ability to quickly diagnose device and connection problems was critical for the security industry, as alerts could indicate various issues such as intrusions or communication problems. Before implementing IoT, WebWay had limited visibility into deeper network issues, making it difficult to troubleshoot and support their customers effectively.
About The Customer
WebWay, established in 1999, is a company dedicated to providing service excellence in alarm signaling and remote monitoring security solutions for both enterprise and residential markets. They offer hosted cloud-based solutions that enable real-time site monitoring and statistics, eliminating the need for traditional telephone lines. By leveraging IoT-enabled devices, WebWay can poll alarm systems, monitor networks, send alarms, and perform remote maintenance and servicing of alarm panels. Their innovative approach has attracted global providers such as ADT, Chubb, G4S, Secom, and Securitas, who rely on WebWay's solutions for enhanced security and operational efficiency.
The Solution
WebWay integrated the Cisco Jasper connectivity management platform into their internal ecosystem to transform their product into a service. By bundling a SIM with their devices and offering a full array of management and billing services, WebWay provided additional lifetime value to their customers and a recurring stream of service revenue. The Cisco Jasper platform enabled WebWay to have full control of their devices and visibility into usage, which was crucial for offering these services. The platform's real-time visibility and remote diagnostics capabilities allowed WebWay to quickly diagnose device and connection problems, enhancing their ability to support customers effectively. Control Center, a key component of the solution, provided reliable connectivity and deep insights into IoT services performance, enabling WebWay to innovate their security solutions and deliver a more stable service to end users.
Operational Impact
Quantitative Benefit
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