Swedish telco on using IoT, data to deliver better service

The Internet of Things (IoT) has taken hold in our everyday life, with billions of connected devices already present and growing. Amid this trend, service providers should leverage these devices and the data they generate to deliver better service to customers.
 
That was according to Mikael Lindholm, VP of Internet of Things at Telenor Group, who spoke during the 2017 Sweden-Taiwan Tech Innovation Forum held alongside Computex earlier this month. Telenor, a Swedish telecom operator, was also an exhibitor at the show.
 
According to Lindholm, IoT and big data have created new opportunities and business models for service providers as they deliver goods and service to customers, and one area where this is most noticeable is the home sector.
 
Telenor itself is now piloting a project where food or groceries can be delivered right to the end user’s kitchen even if they are not at home, making smart homes even smarter. Under the project, Telenor partners up with Swedish food e-tailer Mat.se and Kolonial.no as well as ASSA ABLOY, giving the delivery person a temporary digital key that can work with the Yale Doorman digital lock as they deliver the groceries to the user’s home. After the delivery the digital key will expire. The user can also manage their locks or service deliveries through their mobile app. The technology benefits the service provider by giving them more logistic efficiency and the user by giving them more freedom and flexibility as they don’t have to be at home all the time.
 
Also according to Lindhome, another area where connected devices and data can enhance service is preventive maintenance. “Say you have a water pump that breaks. A service guy is called upon and comes to your facility, only to find that he does not have the right parts. So he reschedules another day while ordering the parts,” he said. “But sensors built into the water pump will ensure preventive maintenance where the service provider will be alerted of an impending malfunction before it happens, and makes the necessary repairs accordingly.”
 
Against this backdrop, service providers should leverage the power unleashed by IoT to better engage with customers, Lindholm said, adding they should also utilize the resources of partners to achieve further success.
 
"With the digital economy, you can engage with your customers 24-7 if they have an app. Be obsessed about the customers. Go and engage with them, and let them be part of your change process,” he said. “The value networks are also critical. You need to get the ecosystem working, because we don't know everything. We know parts of it, and others know parts of it. We work with partners to find the best solution for the customers.”