Case Studies WebWay Uses IoT to Achieve Service Excellence

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	WebWay Uses IoT to Achieve Service Excellence

WebWay Uses IoT to Achieve Service Excellence

Technology Category	Analytics & Modeling - Real Time Analytics Functional Applications - Remote Monitoring & Control Systems Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries	Retail Security & Public Safety
Applicable Functions	Facility Management Maintenance
Use Cases	Building Automation & Control Predictive Maintenance Remote Asset Management
Services	Cloud Planning, Design & Implementation Services System Integration
Challenge	WebWay, a company specializing in alarm signaling and remote monitoring security solutions, faced the challenge of transforming their product into a service. Initially, their business model involved building devices and having customers manage the SIMs and solutions themselves. However, they realized that bundling a SIM with the device and including management and billing services would provide additional lifetime value to their customers and a recurring stream of service revenue. Additionally, the ability to quickly diagnose device and connection problems was critical for the security industry, as alerts could indicate various issues such as intrusions or communication problems. Before implementing IoT, WebWay had limited visibility into deeper network issues, making it difficult to troubleshoot and support their customers effectively. Read More
About Customer	WebWay, established in 1999, is a company dedicated to providing service excellence in alarm signaling and remote monitoring security solutions for both enterprise and residential markets. They offer hosted cloud-based solutions that enable real-time site monitoring and statistics, eliminating the need for traditional telephone lines. By leveraging IoT-enabled devices, WebWay can poll alarm systems, monitor networks, send alarms, and perform remote maintenance and servicing of alarm panels. Their innovative approach has attracted global providers such as ADT, Chubb, G4S, Secom, and Securitas, who rely on WebWay's solutions for enhanced security and operational efficiency. Read More
Solution	WebWay integrated the Cisco Jasper connectivity management platform into their internal ecosystem to transform their product into a service. By bundling a SIM with their devices and offering a full array of management and billing services, WebWay provided additional lifetime value to their customers and a recurring stream of service revenue. The Cisco Jasper platform enabled WebWay to have full control of their devices and visibility into usage, which was crucial for offering these services. The platform's real-time visibility and remote diagnostics capabilities allowed WebWay to quickly diagnose device and connection problems, enhancing their ability to support customers effectively. Control Center, a key component of the solution, provided reliable connectivity and deep insights into IoT services performance, enabling WebWay to innovate their security solutions and deliver a more stable service to end users. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Functional Applications - Remote Monitoring & Control Systems

Platform as a Service (PaaS) - Connectivity Platforms

Applicable Industries

Retail

Security & Public Safety

Applicable Functions

Facility Management

Maintenance

Use Cases

Building Automation & Control

Predictive Maintenance

Remote Asset Management

Services

Cloud Planning, Design & Implementation Services

System Integration

Challenge

WebWay, a company specializing in alarm signaling and remote monitoring security solutions, faced the challenge of transforming their product into a service. Initially, their business model involved building devices and having customers manage the SIMs and solutions themselves. However, they realized that bundling a SIM with the device and including management and billing services would provide additional lifetime value to their customers and a recurring stream of service revenue. Additionally, the ability to quickly diagnose device and connection problems was critical for the security industry, as alerts could indicate various issues such as intrusions or communication problems. Before implementing IoT, WebWay had limited visibility into deeper network issues, making it difficult to troubleshoot and support their customers effectively.

About Customer

WebWay, established in 1999, is a company dedicated to providing service excellence in alarm signaling and remote monitoring security solutions for both enterprise and residential markets. They offer hosted cloud-based solutions that enable real-time site monitoring and statistics, eliminating the need for traditional telephone lines. By leveraging IoT-enabled devices, WebWay can poll alarm systems, monitor networks, send alarms, and perform remote maintenance and servicing of alarm panels. Their innovative approach has attracted global providers such as ADT, Chubb, G4S, Secom, and Securitas, who rely on WebWay's solutions for enhanced security and operational efficiency.

Solution

WebWay integrated the Cisco Jasper connectivity management platform into their internal ecosystem to transform their product into a service. By bundling a SIM with their devices and offering a full array of management and billing services, WebWay provided additional lifetime value to their customers and a recurring stream of service revenue. The Cisco Jasper platform enabled WebWay to have full control of their devices and visibility into usage, which was crucial for offering these services. The platform's real-time visibility and remote diagnostics capabilities allowed WebWay to quickly diagnose device and connection problems, enhancing their ability to support customers effectively. Control Center, a key component of the solution, provided reliable connectivity and deep insights into IoT services performance, enabling WebWay to innovate their security solutions and deliver a more stable service to end users.

Impact #1	WebWay's integration of the Cisco Jasper platform allowed them to transform their product into a service, providing additional lifetime value to customers and a recurring stream of service revenue.
Impact #2	The ability to quickly diagnose device and connection problems enhanced WebWay's support capabilities, enabling them to troubleshoot issues at a granular level and take appropriate actions.
Impact #3	Control Center's real-time visibility and remote diagnostics capabilities allowed WebWay to deliver a more stable service to end users, boosting customer satisfaction and trust.

Impact #1

WebWay's integration of the Cisco Jasper platform allowed them to transform their product into a service, providing additional lifetime value to customers and a recurring stream of service revenue.

Impact #2

The ability to quickly diagnose device and connection problems enhanced WebWay's support capabilities, enabling them to troubleshoot issues at a granular level and take appropriate actions.

Impact #3

Control Center's real-time visibility and remote diagnostics capabilities allowed WebWay to deliver a more stable service to end users, boosting customer satisfaction and trust.

Benefit #1	WebWay's solution enabled one of the UK's largest supermarket chains to reduce onsite support visits by 75%.
Benefit #2	The reduction in onsite support visits translated into an annual cost savings of £2.4 million for the supermarket chain.

Benefit #1

WebWay's solution enabled one of the UK's largest supermarket chains to reduce onsite support visits by 75%.

Benefit #2

The reduction in onsite support visits translated into an annual cost savings of £2.4 million for the supermarket chain.

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Overview

WebWay Uses IoT to Achieve Service Excellence

Operational Impact

Quantitative Benefit