We define Servitly as a Digital Product-Service System (DPSS). The DPSS is the digital complement of a Product-Service System (PSS). It is a software system that addresses the needs of all stakeholders involved in designing, selling, and delivering the PSS.
Servitly DPSS is composed of 4 high-level components:
Service Front Office
This component is made by a white-label customer portal and mobile app. It represents the digital interface between the end customer and the product-service system. It provides the end customer with:
useful information and functionalities to get the most out of the product;
KPIs to monitor the execution of advanced service contracts or associated with advanced pricing models (pay per use, pay per availability, pay per outcome);
a store where to purchase service plans, service packages, spare parts, and consumables.
The typical roles addressed by the Service Front Office are the operator of the product (or the consumer, in the case of B2C products) and the manager of the plant/shop/building where the product is installed. In addition to the web and mobile interface, the end customer can also receive information and KPIs via PDF reports and APIs.
Service Back Office
This component is also accessible through a white-label web application and mobile app. It offers useful information and functionalities to all stakeholders involved in the physical activities related to product lifecycle management, maintenance, and support or advisory. The Service Back Office addresses both internal users of the OEM and external entities (partners) involved in the product-service distribution channel. The typical roles involved within the OEM are service team, performance advisory team, R&D team, sales team, and administrative staff. The typical roles involved outside the OEM (partners) are TACs (technical assistance centers), distributors, and dealers.
Product Digital Self
This component is at the core of the DPSS. It is fed by the data stream coming from connected products through the IoT backbone. Its main task is to transform raw data into information, insights, and alerts useful to all the users of the Service Front Office and Back Office. It processes real-time data to create a digital representation of the product, both current and historical. The digital representation is based on the typical data model of a product-service system, which contains for example product availability, performance, OEE, productivity, consumption, etc. The component also handles two-way communication with connected products, thus enabling all stakeholders to carry out remote control or configuration activities.
This component allows to easily configure any functionality available in the DPSS: product definitions, service definitions, data to information transformations, alert definitions, visual identity, messages, user types, etc.