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Infosys Connected Vehicle Service OfferingsDelivering and Realizing Extraordinary Value from Vehicle Telematics Programs and Capabilities

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Connected Vehicle Overview

Explosion and rapid adoption of “smart” connected devices in every aspect of digital consumers’ active lifestyles has fuelled their expectations of connected vehicle capabilities and services. Today’s Connected Vehicle (vehicle telematics) is being enabled by the convergence of wireless communications, GPS location technology, navigation services, embedded safety and security based electronics, infotainment media providers, concierge services, software based personalization, social media influence, remote control/notification and remote diagnostics technologies.

This consumer expectation coupled with advances in data communication is driving automotive OEMs to embrace Information and Communication Technologies to enhance customer’s driving and ownership experiences, differentiate their products/brands and extend customer/dealer/OEM interactions beyond traditional discrete vehicle purchase and service events. The convergence has led to a multitude of new challenges and partnerships in this new ecosystem. Mastering the complexity of this multi-disciplinary consumer, business, product, services and technology ecosystem is not suitable for traditional approaches or solutions.

Figure 1 : Telematics Ecosystem

Service Providers

• Increase ARPU and customer lifetime value

• Bundling with other services

Consumers

• Safety and security services• Convenience & productivity

enhancers

Wireless Network

Regulatory bodies

• Implement safety regulations through technology

• Key contributor to smart cities/ driving regulations

System Integrators

• Integration of multiple systems across the board

• Innovative application development on different channels

Telematics data consumers

• Real time analysis of consumer behavior

• Drive cost efficiencies internally

Content providers

• Connect with customers through a new channel

• Provide consistent and seamless experience

Suppliers (Tier 1/Vendors)

• Increased vehicle component integration

• Value added services

Auto OEMs

• Brand and competitive differentiation

• Customer behavioral analytics

Access Portal

Content management and aggregation

Security services

Connectivity services

Business Process Management

Dealer Management Vehicle System

Service Delivery Architecture

Automotive OEM IT

Emergency Services Infotainment Services Remote Services Navigation Services

CRM ERP Finance

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Automotive OEMs and suppliers in the vehicle manufacturing ecosystem who have optimized the traditional vehicle development and customer interaction lifecycle are now facing new challenges in this dynamic and evolving paradigm:

Increasing consumer expectations

The pace of innovation in consumer electronics, communication and information technology has fuelled consumer demand for newer features, ease of use, personalization and upgradability in all connected devices and cars. These technology-based vehicle features are increasingly influencing purchase decisions.

Customer experience

Given the increased number of touch-points that consumers have with OEMs, dealers and third-party service providers, providing a consistent, unified, and satisfying consumer experience, across all channels is an imperative while an extraordinary challenge. Providing such experience requires well-coordinated internal processes through a new customer management discipline that spans marketing, sales & service and dealer operations domains.

Supplier relationships

OEMs must develop and manage partnerships with new age technology providers across the connected vehicle ecosystem. These new relationships can strain traditional industry-specific procurement processes and vendor partnerships developed and matured over time.

Organizational, and governance models

Delivering connected vehicle capabilities, digital services and support processes requires that business functions across geographies are redesigned and empowered to nimbly make critical decisions and deliver capabilities that have emerging cross-organizational consequences on global business outcomes and local customer experiences alike. Detroit, Tokyo and Munich … welcome to the challenges of Silicon Valley.

Competitive strategy and positioning

Developing and managing in-house IP for potential competitive advantage versus leveraging supplier partner investments and adoption of potential future industry standards for economic value is a new strategic consideration for OEM’s.

Dealer coordination

The connected vehicle environment also affects OEM-to-Dealer, Dealer-to-Consumer, and Consumer-to-OEM interaction dynamics. Training, communication, and coordination concerns must be addressed to ensure a seamless and positive experience for all constituents.

Business and Operational process

Given the fast pace evolution of telematics domain, there is significant strain on the business processes that govern the design and development of core telematics product. In addition, operational processes such as marketing, sales, vendor management, and customer care that support the core business to deliver value have to be agile and nimble to react to dynamic market changes.

Engineering processes

There is an inherent disharmony between the traditional longer and linear vehicle development lifecycle and shorter, iterative connected information technology development lifecycle. Successful integration of these two processes is critical to stay ahead of the consumer expectation curve and of competitor offerings.

Regulatory requirements

Safety, privacy, security, and reporting regulations will continue to evolve. In addition, government mandates may require automakers to implement emergency services, safety monitoring, diagnostics, and crash forensics.

Technology diversity and longevity

Technology is rapidly changing among each of the ecosystem arenas. Given the longevity of a vehicle - supportability, upgradability and adaptability to new technologies are critical architectural design considerations. Likewise, global diversity amongst data communication technologies, ecosystem partners, consumer behavior and economics can drive geographically dissimilar solutions into an otherwise increasingly globally-minded design, production and procurement minded industry.

Challenges in the Telematics domain

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Infosys Point of View

Infosys Value Proposition

Infosys believes that the Connected Vehicle domain will continue to evolve and the search for the next killer app or service will drive ongoing innovation and differentiation opportunities. OEMs and other ecosystem players must define their overall telematics strategy and vision to ensure success in this hyper-competitive space. Our point of view emphasizes the need for a holistic assessment across four key dimensions –

• Seamless, consistent and immersive customer experience across all channels

• A business model that is sustainable and profitable while delivering value to customers

• Efficient and sustainable processes that drive innovation, and superior quality

• A robust and future proof architecture that is scalable to address technology changes

Infosys Connected Vehicle service offerings are laser-focused on maximizing digital consumer delight and enhancing enterprise value realization by applying a range of innovative consumer, business, vehicle, technology and organizational solutions across and within the building-blocks of the complex vehicle telematics ecosystem.

To deliver maximum end-to-end value to each ecosystem partner in the telematics domain, Infosys provides unmatched expertise across three key areas touching consumers, operations and critical technologies-

• Connected Vehicle Customer Experience Design & Value Realization

• Organizational & Operational Optimization, and

• Connected Vehicle Platform & Enterprise Technical Architecture enablement

Tele

mat

ics

Ente

rpri

se S

trat

egy

and

Busi

ness

Mod

el

Design and manage the entire Telematics customer journey by applying customer experience management best practices

Design a sustainable business model that leverages open innovation, creates and delivers value to all the ecosystem players

Develop standard, consistent and robust product development and operational processes that foster integration and decrease time to market

Invest in creating a �exible in-vehicle and enterprise architecture that can enable rapid service deployment and deliver a uni�ed customer experience

CustomerExperience1

BusinessModel2

Operational andBusiness process3

In-Vehicleand enterprisearchitecture

4

Figure 2 : Infosys Point Of View

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Infosys Connected Vehicle Service Offerings

Infosys established history, deep expertise, and unique end-to-end coverage of these highly-diverse underlying disciplines has positioned us as the go-to authority in assisting our clients rapidly respond to the market opportunities and challenges of mastering telematics ecosystem complexity.

Infosys service lines span from understanding, harnessing, planning, designing, building, operating and enhancing connected vehicle opportunities, requirements, capabilities, services and value – from the consumer, to the vehicle and across the enterprise.

These service lines touch all aspects of business strategy & planning, organizational design, operational optimization, platform architecture, service delivery, product engineering processes, in-vehicle and enterprise vehicle technologies, design-build-test-train-implement-support processes, partner eco-system development/management, and business/information analytics competency areas.

We also offer deep expertise and capability for providing outsourced process support enablement to speed time-to-market and scalability using globally sourced talent.

Figure 3 : Infosys Value Proposition

Enhance customer experience

E�ective operations

EnableTechnology

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Customer Experience Design & Value Realization

• ConnectedVehiclesubscriberexperiencedesignandomni-channeltouchpointmanagementstrategy

• ConnectedVehiclesubscriberdatamanagementstrategy

• ConnectedVehicleHMIandmulti-deviceapplicationusabilityheuristicassessmentanduserexperience design

Technology and Engineering process design

• Technologystrategyroadmap,andlandscapedefinition

• Ecosystemreferencearchitecture,Solutionrecommendations

• Engineeringlifecycleprocessdesign,architectureandoptimization

• Toolsassessment,harmonizationandrecommendations

Program Operations & Organization Optimization

• ConnectedVehicleorganizationalbusinessprocessskillsassessment,designandoptimization

• ConnectedVehicleorganizationalgovernance,performancemanagementanddeliverymodelbenchmarking, assessment and design

Hardware/Embeddeddesignand development

• PCBschematic,FGPAdesignandvalueengineering

• Interfacedesign(CAN,MOST),Devicedriverdesign(USB,Bluetooth,GPIO,EEPROM,NAND,etc.)

• Middleware(Media,Phone,voice,etc.),FirmwareandBSPdesign

• Applicationinterfacedesign(ATCommands,BREWAPI)forcommunicationwithtelematicsperipherals

• Portingandvalidationtodifferentoperatingsystems

System Integration

• Designandcustomizationofspecificcomponentsrequiredfordeliveryframework(contentbroker, connection manager, service registry, etc.)

• SystemIntegrationoftheservicedeliveryframeworkwithothersystems–OEMIT,ServiceProviders (wireless, content), Customer relationship platforms

Technology services

• Applicationenhancement,development,maintenanceandsupportofERP,CRM,SCM,BusinessIntelligence/Analytics applications

• Mobilityservices:Applicationdevelopment,andvalidationonmobileplatformssuchasAndroid, iOS, Windows

• Cloudservices:Cloudstrategy,technologyroadmap,design,developmentandimplementation, application migration and sustenance

Platform validation and certification

• Automationtestframeworkdevelopment

• HWspecificdeviceandfeaturevalidation

• Releasetesting(pre-alpha,alpha,betaandRC)

• Functional,Performance,Integration,SystemandAcceptancetesting

Product certification

• EndtoendtestingandcertificationofTelematicsproducts

• Releasetesting(pre-alpha,alpha,betaandRC)

• Functional,Performance,Integration,SystemandAcceptancetest

Platform services• Customer,SupplyChainanalyticsandsocialengagementplatforms

• IntegratedTelematicsMasterDataManagementservices

Connected Vehicle Service Offering

Description

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Infosys Accelerators

Infosys Partnerships/Memberships

Infosys leverages its proprietary frameworks, products, platforms and solutions in delivering value to its clients. These accelerators have been developed based on the deep domain and technology expertise and working with multiple clients across the entire telematics domain.

Platform Reference Architecture Certification Lab

Test automation Framework

FlyppTM Application Market Place

Strategic Insights Models

iEngage Platform

COEs - WinCE, Linux, Android

IMPACT FrameworkTM

Infosys Speed Azure Software Factory

VRM FrameworkTM

Analytics Platform

Infosys services and business solutions are strengthened by alliances with leading technology partners. Our network of alliance and teaming relationships creates business value, reduces implementation risk and accelerates speed-to-market. The partnerships focus on developing solutions that incorporate Infosys IP and the alliance partners’ technology and services. We jointly deliver and market Infosys solutions to clients across multiple industries and geographies.

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© 2012 Infosys Limited, Bangalore, India. Infosys believes the information in this publication is accurate as of its publication date; such information is subject to change without notice. Infosys acknowledges the proprietary rights of the trademarks and product names of other companies mentioned in this document.

About Infosys

Many of the world's most successful organizations rely on Infosys to deliver measurable business value. Infosys provides business consulting, technology, engineering and outsourcing services to help clients in over 30 countries build tomorrow's enterprise.

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TelematicsStrategy

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