How to ensure the right service quality of connected devices anywhere in the world

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Enterprises launching global connected services need their cellular IoT devices to connect seamlessly all over the world, based on one global SIM, one connectivity partner and one management platform. Yet, this task is only half the battle. Once a connected service has been launched, its success depends on the effective delivery of two key factors: highest quality of service to the enterprise’s own customers, underpinned by superior Service Level Agreements (SLA) wherever the device is located.

Achieving this double goal is challenging, especially when enterprises need to monitor devices that operate on multiple operator networks, manage thousands – to hundreds of thousands – of devices, and conduct real-time surveillance of connectivity down to the individual device.

Enterprises need a way of simplifying global connectivity for their devices while achieving greater visibility and insight into performance to maintain control and assure quality as the business scales.

Strong SLAs a must for differentiating a connected service

Ensuring good SLAs is a key differentiator for any type of connected service. However, assuring quality of service of a connected device fleet that operates across multiple networks is a complex task. A deployment integrates multiple layers – device, connectivity, and application – each of which can impact quality of service. Any strong SLA needs to cover all of these layers.

Take an automotive company, for example, launching its first range of connected cars with embedded SIMs that offer a range of navigation, entertainment and self-diagnostics capabilities. Communication with application platforms including vital systems is done via the SIM. The automotive manufacturer has a global SIM so that cars remain connected with these applications no matter where they are in the world.

The automotive maker needs to be able to provde dealers and application partners, such as insurance company, telematics, etc., with strong SLAs across the entire global fleet. These should enable them to be proactive if any potential connectivity issue arises: for example, offering proactive alerts if there is a connectivity problem with one network provider, or even moving the connected cars temporarily to another network until the issue is resolved. More importantly, it allows fast response to if a problem should arise. If a complaint is received, the in-car solution provider needs to be able to quickly identity where the issue is located in the end-to-end solution. Are all of the SIMs operating correctly? Is one region experiencing connectivity issues? Are any devices exhibiting abnormal behavior patterns that could indicate a security issue? Does the problem lie within the application itself? Any type of connected service will require a powerful, unified solution and to pinpoint these issues in real time.

How then, can our car manufacturer ensure consistent quality connectivity and support their customers if issues arise? The same challenge applies to any type of connected service, from smart meters for energy providers to parcel tracking for logistics companies.

A unified view of connected devices and applications

Partnering with a single global connectivity provider whose IoT platform seamlessly integrates advanced monitoring features is the key to addressing this issue.

Capitalizing on its leadership in providing international connectivity to telecom operators and enabling them to monitor and manage their international and roaming operations, BICS has launched SMART for SIM for Things, a suite of powerful, yet lightweight network and business intelligence tools developed specifically for multinational IoT deployments.

SMART for SIM for Things offers greater visibility into connectivity for BICS customers, and enables superior control and management of the global IoT business without impacting operational efficiency.  

Uniform visibility worldwide
SMART for SIM for Things offers a unified view of devices and greater control of connected business requirements that incorporates all the tools needed to track behavior patterns, data usage irregularities and connectivity issues across the network in every country of business. This ensures consistent quality of service around the world.

Track, trace and troubleshoot capabilities
The solution allows businesses to troubleshoot at the individual device level and monitor a range of parameters both in real time and over the last 30 days – enabling rapid root cause determination for sensitive business applications. This type of granular insight empowers customer support teams to proactively manage and troubleshoot issues.

Profile, prevent and safeguard devices
As the number of global IoT devices continues to grow, so does the threat of security issues and fraud: 33% of infected devices in 2020 are IoT, up from 16% in 2019. The solution allows automatic alerts in case of deviation from regular traffic patterns to help profile and protect against anomalous behavior or irregularities in service availability. This affords greater protection for customers and assures revenue through automatic detection and profiling at a global scale.

Complex global business models require simple, lightweight solutions to deliver a consistent quality of service, help troubleshoot end-to-end activity from SIM connected devices and alert enterprises to suspected fraudulent behavior. Users get a more positive experience, while enterprises themselves gain control and insight over their IoT devices. As a result, this helps to inform business strategy, reduce costs, and fine-tune operational processes, which optimizes or unlocks additional revenue streams. With SMART for SIM for Things, connected enterprises can access advanced monitoring, troubleshooting and detection of traffic anomalies – all through a scalable, easy-to-use platform that helps inform business-critical decisions, improve the customer experience and ultimately improve the bottom line.

Click here to learn more about how BICS SMART for SIM for Things can support your global connected business.

Author: Damion Rose, Senior Product Manager – Mobile Signalling and Roaming Solutions, BICS

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