Enhancing Customer Care with OSGi

Enhancing Customer Care with OSGi

Introduction

• This presentation illustrates how embedded OSGi facilitates intelligent customer care use cases and how these result in operational cost savings

• Android platform specific aspects are marked as such, all other aspects are generic and thus available on any platform

• It is assumed that OSGi is embedded into the devices at time of manufacturing

Use Cases

Use Case: Self-Service

• OSGi captures real-time information about the device, OS and application status and can feed that into a local Self-Service UI (on the device) and a remote Self-Service web site.

Self-Service TerminalMy Device: Online:

Status:Application A does not start

Auto recover:Help:

Click here

Click here

Self-Service

DeviceNetwork

App AApp B

Use Case: Self-Service

• OSGi captures real-time information about the device, OS and application status and can feed that into a local Self-Service UI (on the device) and a remote Self-Service web site.

Self-Service TerminalMy Device: Online:

Status:Application A does not start

Auto recover:Help:

Click here

Click here

Self-Service

DeviceNetwork

App AApp B

Benefits

• Less customer care calls• Higher customer satisfaction

Use Case: Real-time Support

• The helpdesk agent dials into the customer‘s device and provides on-device real time assistance:– Remote Diagnostics– Trouble shooting– Provisioning of updates, upgrades, fixes

Use Case: Real-time Support

• The helpdesk agent dials into the customer‘s device and provides on-device real time assistance:– Remote Diagnostics– Trouble shooting– Provisioning of updates, upgrades, fixes

Benefits

• Reduction of call time• Better success rate for calls• Higher customer satisfaction

Use Case: Background Support

• The device notifies the helpdesk system when a problem occurs

• The support system determines the problem and provides a fix (e.g. SW or configuration update, application restart, etc.)

Use Case: Background Support

• The device notifies the helpdesk system when a problem occurs

• The support system determines the problem and provides a fix (e.g. SW or configuration update, application restart, etc.)

Benefits

• Less customer care calls• Higher customer satisfaction

Use Case: Preventive Support

• When new updates and upgrades are released, the support system pushes these to the consumer devices

• The same concept can be applied to new applications (incl. Android apps)

Use Case: Preventive Support

• When new updates and upgrades are released, the support system pushes these to the consumer devices

Benefits

• Less customer care calls• Instant deployment of new applications and features• Higher customer satisfaction

How OSGicomes into play

OSGi for Android

• Android does not contain the agent technology required for the support use cases

• OSGi can be used as a support agent for Android devices

• The ProSyst OSGi agent… – is extensible at any time (plugin based)– is standards based (OSGi, OMA-DM, TR-69)– supports push deployment of native Android apps– can deliver a lot of detailed information

OSGi for Android

• ProSyst OSGi is wired into the Android OS to enable support scenarios on all levels of the device stack: – Android OS– OSGi and OSGi based applications– Android Applications & Services

OSGi for Android• Feature support of ProSyst OSGi Agent– Android & OSGi app life-cycle management

• Push deployment of apps & services• Install, uninstall, update of apps & services• List, start, stop of apps & services

– Remote management of configurations & settings– Remote monitoring of the device, apps & services

• Runtime status of every app• Memory consumption• Detailed application and device logs

– Server initiated connected establishment (SMS based)– Supported standards: OSGi 4.1, OMA-DM 1.2, DLOTA 1.0,

SCOMO 1.0, LAWMO

Business Cases

Business Cases• Cost saving for customer care– Less care calls due to self-care portals and background

& preventive support strategies– Shorter care calls due to real-time assistance

• Better customer relationships– Customers will face less problems due to background

& preventive support– Customers will get fast and more reliable support due

to self-care & real-time support strategies– Higher quality of service

www.prosyst.commobileosgi.blogspot.com

j.ritter@prosyst.com

Thanks