tsp value chain
DESCRIPTION
TRANSCRIPT
DriverCar
OEM/Dealer
3rd partiesThe role of the TSP is to connect…
Click anywhere to continue
OEM Data Centre
Dealer Management
System
DriverCar
3rd parties
OEM/Dealer
Data Sharing Clouds
Content ProvisionClouds
TCU
Telecom
S’p
hone
Call Centers
Customer Portals
https://www.oem.com
The role of the TSP is to connect…
Click anywhere to continue
OEM Data Centre
Dealer Management
System
DriverCar
3rd parties
OEM/Dealer
Data Sharing Clouds
Content ProvisionClouds
API Interfaces
Dis
patc
her
TCU
Telecom
M2M
In
terf
ace
OEMPortal
DealerPortal
S’p
hone
Call Centers
Call
Cent
re
Inte
rfac
e
Customer Portals
https://www.oem.com
Use
r Por
tal
Inte
rfac
e
Supporting interfaces is a key TSP role
Click anywhere to continue
OEM Data Centre
Dealer Management
System
DriverCar
3rd parties
OEM/Dealer
CRM/VRM
Data Gateway
Billing Management
Service Management
Data Sharing Clouds
Content ProvisionClouds
API Interfaces
Dis
patc
her
TCU
Telecom
M2M
In
terf
ace
OEMPortal
DealerPortal
Call Centers
Call
Cent
re
Inte
rfac
e
Customer Portals
https://www.oem.com
Use
r Por
tal
Inte
rfac
e
S’p
hone
App Store
Content management
Primary TSP
Roles
Secon
dary
TSP R
oles
Click on each component to find out more
OEM Data Centre
Dealer Management
System
DriverCar
3rd parties
OEM/Dealer
CRM/VRM
Data Gateway
Billing Management
Service Management
Data Sharing Clouds
Content ProvisionClouds
API Interfaces
Dis
patc
her
TCU
Telecom
M2M
In
terf
ace
OEMPortal
DealerPortal
Call Centers
Call
Cent
re
Inte
rfac
e
Customer Portals
https://www.oem.com
Use
r Por
tal
Inte
rfac
e
S’p
hone
App Store
Content management
Primary TSP
Roles
Secon
dary
TSP R
oles
A system in the vehicle that manages the sending and receiving of data to the vehicle. TCU is a general term, which can include:
• Systems that have an embedded Network Access Device (NAD) and an embedded SIM chip
• Systems that do not have embedded connectivity, but rather connect via the user’s mobile phone
• Hybrid systems that have an embedded NAD but rely on an external SIM (e.g. via Bluetooth SAP or a twin SIM)
TCU – Telematics Control Unit
(Continental TCU)
TCU
Click anywhere to return
OEM Data Centre
Dealer Management
System
DriverCar
3rd parties
OEM/Dealer
CRM/VRM
Data Gateway
Billing Management
Service Management
Data Sharing Clouds
Content ProvisionClouds
API Interfaces
Dis
patc
her
TCU
Telecom
M2M
In
terf
ace
OEMPortal
DealerPortal
Call Centers
Call
Cent
re
Inte
rfac
e
Customer Portals
https://www.oem.com
Use
r Por
tal
Inte
rfac
e
S’p
hone
App Store
Content management
Primary TSP
Roles
Secon
dary
TSP R
oles
The mobile networks through which data is transferred from the vehicle to the TSP. The type of technology used can vary from region to region, which can affect the choice TSP. Data can be delivered using 2G, 3G or 4G, depending on the types of services that have been implemented.
Telecom
(examples of MNOs)
Click anywhere to return
OEM Data Centre
Dealer Management
System
DriverCar
3rd parties
OEM/Dealer
CRM/VRM
Data Gateway
Billing Management
Service Management
Data Sharing Clouds
Content ProvisionClouds
API Interfaces
Dis
patc
her
TCU
Telecom
M2M
In
terf
ace
OEMPortal
DealerPortal
Call Centers
Call
Cent
re
Inte
rfac
e
Customer Portals
https://www.oem.com
Use
r Por
tal
Inte
rfac
e
S’p
hone
App Store
Content management
Primary TSP
Roles
Secon
dary
TSP R
oles
The Machine-to-Machine (M2M) interface is used to enable the TSP and/or OEM to manage the SIMs, including provisioning services and programming the required numbers.
M2M Interface
(examples of Telit’s SIM management platform)
Click anywhere to return
OEM Data Centre
Dealer Management
System
DriverCar
3rd parties
OEM/Dealer
CRM/VRM
Data Gateway
Billing Management
Service Management
Data Sharing Clouds
Content ProvisionClouds
API Interfaces
Dis
patc
her
TCU
Telecom
M2M
In
terf
ace Call
Centers
Call
Cent
re
Inte
rfac
e
Customer Portals
https://www.oem.com
Use
r Por
tal
Inte
rfac
e
S’p
hone
App Store
Content management
Primary TSP
Roles
Secon
dary
TSP R
oles
The concept of a ‘Dispatcher’ was first proposed within the NGTP program (led by BMW and WirelessCar). It is a first-point of contact for the car, which then determines which service provider data should flow to. It has been proposed as a way of decoupling the TCU from the back-end IT, so that any changes to either side do not require a major re-design of all other components.
Although the term is seen as ‘BMW-centric’, the concept of a dispatcher has been adopted by many other OEMs, and it is increasingly seen as a strategically-important component to in-source.
Dispatcher
OEMPortal
DealerPortalDispatcher To TSP(s)
Link between the vehicle and TPS is controlled by the dispatcher role
Click anywhere to return
OEM Data Centre
Dealer Management
System
DriverCar
3rd parties
OEM/Dealer
CRM/VRM
Data Gateway
Billing Management
Service Management
Data Sharing Clouds
Content ProvisionClouds
API Interfaces
Dis
patc
her
TCU
Telecom
M2M
In
terf
ace
OEMPortal
DealerPortal
Call Centers
Call
Cent
re
Inte
rfac
e
Customer Portals
https://www.oem.com
Use
r Por
tal
Inte
rfac
e
S’p
hone
App Store
Content management
Primary TSP
Roles
Secon
dary
TSP R
oles
The role of the portal is to offer vehicle and client specific information to the OEM. It often enables OEMs to analyse statistics about the usage of different services, and can also act as an interface to the OEM’s CRM database.
OEM Portal
(Onstar OEM portal)
Click anywhere to return
OEM Data Centre
Dealer Management
System
DriverCar
3rd parties
OEM/Dealer
CRM/VRM
Data Gateway
Billing Management
Service Management
Data Sharing Clouds
Content ProvisionClouds
API Interfaces
Dis
patc
her
TCU
Telecom
M2M
In
terf
ace
OEMPortal
DealerPortal
Call Centers
Call
Cent
re
Inte
rfac
e
Customer Portals
https://www.oem.com
Use
r Por
tal
Inte
rfac
e
S’p
hone
App Store
Content management
Primary TSP
Roles
Secon
dary
TSP R
oles
The main function of the dealer portal is to help the initial set up of telematics services for a new vehicle. In some cases the dealership can input the customer details into the system to register and set up initial services. For OEMs that have implemented remote diagnostic services, the dealer portal can also be used to notify the dealerships of vehicle faults and what parts are required.
Dealer Portal
(Volvo OnCall Dealer portal) (Xtime Dealer Portal)
Click anywhere to return
OEM Data Centre
Dealer Management
System
DriverCar
3rd parties
OEM/Dealer
CRM/VRM
Data Gateway
Billing Management
Service Management
Data Sharing Clouds
Content ProvisionClouds
API Interfaces
Dis
patc
her
TCU
Telecom
M2M
In
terf
ace
OEMPortal
DealerPortal
Call Centers
Call
Cent
re
Inte
rfac
e
Customer Portals
https://www.oem.com
Use
r Por
tal
Inte
rfac
e
S’p
hone
App Store
Content management
Primary TSP
Roles
Secon
dary
TSP R
oles
There are two types of interfaces between the call centre and the TSP can be via 2 different methods:
1. Data server located at the call centre – this was the traditional approach used by TSPs to interface with call centres
2. Web portal interface – this is a more effective method more commonly used now as it does not require additional hardware or software within the call centre, making it easier to switch call centres
Call Centre Interface
(Typical call centre interface)
Call Centers
Click anywhere to return
OEM Data Centre
Dealer Management
System
DriverCar
3rd parties
OEM/Dealer
CRM/VRM
Data Gateway
Billing Management
Service Management
Data Sharing Clouds
Content ProvisionClouds
API Interfaces
Dis
patc
her
TCU
Telecom
M2M
In
terf
ace
OEMPortal
DealerPortal
Call Centers
Call
Cent
re
Inte
rfac
e
Customer Portals
https://www.oem.com
Use
r Por
tal
Inte
rfac
e
S’p
hone
App Store
Content management
Primary TSP
Roles
Secon
dary
TSP R
oles
Most OEMs now offer portals for drivers to access information about their vehicles and book visits to dealers. For connected car services, these portals can also be used to enable drivers to remotely set preferences, monitor or control their cars. The TSP often needs to have an interface to such portals to collect and share data with the vehicle.
User Portal Interface
(Hyundai BlueLink portal)
Customer Portals
https://www.oem.com
Click anywhere to return
OEM Data Centre
Dealer Management
System
DriverCar
3rd parties
OEM/Dealer
CRM/VRM
Data Gateway
Billing Management
Service Management
Data Sharing Clouds
Content ProvisionClouds
API Interfaces
Dis
patc
her
TCU
Telecom
M2M
In
terf
ace
OEMPortal
DealerPortal
Call Centers
Call
Cent
re
Inte
rfac
e
Customer Portals
https://www.oem.com
Use
r Por
tal
Inte
rfac
e
S’p
hone
App Store
Content management
Primary TSP
Roles
Secon
dary
TSP R
oles
Due to the large number of content providers, a growing number of companies (content providers, OEMs, hardware supliers, TSPs) are develop Application Programing Interfaces (APIs) to interface with each other. APIs allow other players to tap into servers and use content in a flexible manner without major re-designs. API management is becoming an increasingly important role for TSPs.
API Interfaces
TSPContent
Content
ContentContent
Content
Content
ContentAPI
API
AP
I
AP
I
AP
I
API
API
Click anywhere to return
OEM Data Centre
Dealer Management
System
DriverCar
3rd parties
OEM/Dealer
CRM/VRM
Data Gateway
Billing Management
Service Management
Data Sharing Clouds
Content ProvisionClouds
API Interfaces
Dis
patc
her
TCU
Telecom
M2M
In
terf
ace
OEMPortal
DealerPortal
Call Centers
Call
Cent
re
Inte
rfac
e
Customer Portals
https://www.oem.com
Use
r Por
tal
Inte
rfac
e
S’p
hone
App Store
Content management
Primary TSP
Roles
Secon
dary
TSP R
oles
Data Sharing Clouds are a new concept within the automotive industry. It is based around the idea of extracting anonymised data from the car (such as location, speed, etc) and selling this through a central cloud. Whilst some OEMs are already doing this through their private clouds, the value of data is being limited by the small volume. In the longer-term, players such as Microsoft are promoting Data Sharing Clouds that will enable app developers to access data from a large number of OEMs. Whilst TSPs are not currently managing this relationship, at some point they are likely to need to interface to such Clouds.
Data Sharing Clouds
Data Sharing Clouds
(Microsoft’s Windows Azure Data Marketplace)
Click anywhere to return
OEM Data Centre
Dealer Management
System
DriverCar
3rd parties
OEM/Dealer
CRM/VRM
Data Gateway
Billing Management
Service Management
Data Sharing Clouds
Content ProvisionClouds
API Interfaces
Dis
patc
her
TCU
Telecom
M2M
In
terf
ace
OEMPortal
DealerPortal
Call Centers
Call
Cent
re
Inte
rfac
e
Customer Portals
https://www.oem.com
Use
r Por
tal
Inte
rfac
e
S’p
hone
App Store
Content management
Primary TSP
Roles
Secon
dary
TSP R
oles
Content provisioning clouds is a term used to describe any content providers that deliver online content to connected cars. This can include traffic information, weather information, parking information, news, stocks, etc. TSPs must interface with all of these players in order to provide a competitive offering to OEMs.
Content Provisioning Clouds
Content ProvisionClouds
Click anywhere to return
OEM Data Centre
Dealer Management
System
DriverCar
3rd parties
OEM/Dealer
CRM/VRM
Data Gateway
Billing Management
Service Management
Data Sharing Clouds
Content ProvisionClouds
API Interfaces
Dis
patc
her
TCU
Telecom
M2M
In
terf
ace
OEMPortal
DealerPortal
Call Centers
Call
Cent
re
Inte
rfac
e
Customer Portals
https://www.oem.com
Use
r Por
tal
Inte
rfac
e
S’p
hone
App Store
Content management
Primary TSP
Roles
Secon
dary
TSP R
oles
The customer portal is used to provide the driver with a way to interact with their services and the OEM. The following features can often be accessed from a user portal: Register for services Set up new services Increase subscription period View data from the vehicle Send data (POIs etc) to the vehicle Find information about how the services work
Customer Portals
(Hyundai BlueLink portal)
Customer Portals
https://www.oem.com
Click anywhere to return
OEM Data Centre
Dealer Management
System
DriverCar
3rd parties
OEM/Dealer
CRM/VRM
Data Gateway
Billing Management
Service Management
Data Sharing Clouds
Content ProvisionClouds
API Interfaces
Dis
patc
her
TCU
Telecom
M2M
In
terf
ace
OEMPortal
DealerPortal
Call Centers
Call
Cent
re
Inte
rfac
e
Customer Portals
https://www.oem.com
Use
r Por
tal
Inte
rfac
e
S’p
hone
App Store
Content management
Primary TSP
Roles
Secon
dary
TSP R
oles
Call centres are a common part of many telematics architectures, and can support drivers in various circumstances, such as breakdowns, accidents or finding destinations.
Call Centres
Call Centers
eCall/bCall:The call centre can offer these services
and liaise with the relevant parties (emergency services or breakdown
companies).
Concierge:The call centre offer services such
as hotel/restaurant/train booking.
Navigation:The call centre can offer information on POIs and
navigation directions.
Technical helpline:The call centre can offer technical help on how to operate features within the car.
Diagnostics:Similar to a technical helpline however these call centres have more technical information and can access specific vehicle info such as fault codes.
Examples of call centres
Click anywhere to return
OEM Data Centre
Dealer Management
System
DriverCar
3rd parties
OEM/Dealer
CRM/VRM
Data Gateway
Billing Management
Service Management
Data Sharing Clouds
Content ProvisionClouds
API Interfaces
Dis
patc
her
TCU
Telecom
M2M
In
terf
ace
OEMPortal
DealerPortal
Call Centers
Call
Cent
re
Inte
rfac
e
Customer Portals
https://www.oem.com
Use
r Por
tal
Inte
rfac
e
S’p
hone
App Store
Content management
Primary TSP
Roles
Secon
dary
TSP R
oles
A Dealer Management System (DMS) is an software platform created specifically for dealers to help them handle finance, sales, parts, inventory and administration components of running their dealership. For certain types of connected car services, such as remote diagnostics, TSPs must interface with DMS systems in order to send data relating to vehicle breakdowns or faulty systems.
Dealer Management System
(Example of a DMS)
Click anywhere to return
OEM Data Centre
Dealer Management
System
DriverCar
3rd parties
OEM/Dealer
CRM/VRM
Data Gateway
Billing Management
Service Management
Data Sharing Clouds
Content ProvisionClouds
API Interfaces
Dis
patc
her
TCU
Telecom
M2M
In
terf
ace
OEMPortal
DealerPortal
Call Centers
Call
Cent
re
Inte
rfac
e
Customer Portals
https://www.oem.com
Use
r Por
tal
Inte
rfac
e
S’p
hone
App Store
Content management
Primary TSP
Roles
Secon
dary
TSP R
oles
Vehicle manufacturers typically have their own data centres for managing: Customer data Vehicle information Service subscription available to a vehicle Vehicle service history
TSPs will therefore often need to interface with these data centres in order to collect customer-related data.
OEM Data Centre
OEM Data Centre
Click anywhere to return
OEM Data Centre
Dealer Management
System
DriverCar
3rd parties
OEM/Dealer
CRM/VRM
Data Gateway
Billing Management
Service Management
Data Sharing Clouds
Content ProvisionClouds
API Interfaces
Dis
patc
her
TCU
Telecom
M2M
In
terf
ace
OEMPortal
DealerPortal
Call Centers
Call
Cent
re
Inte
rfac
e
Customer Portals
https://www.oem.com
Use
r Por
tal
Inte
rfac
e
S’p
hone
App Store
Content management
Primary TSP
Roles
Secon
dary
TSP R
oles
CRM/VRM
Customer Relationship Management (CRM) defines any components within the TSP that are used to support communication and marketing (via e-mail, post, etc) with the driver.
Vehicle Relationship Management (VRM) defines any components within the TSP that are used to manage data extracted from vehicle. VRM is often used to support applications such as remote diagnostics and/or warranty analysis.
Click anywhere to return
OEM Data Centre
Dealer Management
System
DriverCar
3rd parties
OEM/Dealer
CRM/VRM
Data Gateway
Billing Management
Service Management
Data Sharing Clouds
Content ProvisionClouds
API Interfaces
Dis
patc
her
TCU
Telecom
M2M
In
terf
ace
OEMPortal
DealerPortal
Call Centers
Call
Cent
re
Inte
rfac
e
Customer Portals
https://www.oem.com
Use
r Por
tal
Inte
rfac
e
S’p
hone
App Store
Content management
Primary TSP
Roles
Secon
dary
TSP R
oles
Billing Management
Billing Management is the mechanism used by drivers to pay for services. In simple subscription-based services, this could involve TSPs sending out paper-based bills each year and collecting money from drivers. For more advanced app store solutions, billing management requires complex real-time payment solutions and flexible billing arrangements (e.g. pay per use or short-term subscriptions).
(Orga Systems billing engine used on BMW’s App store)
Click anywhere to return
OEM Data Centre
Dealer Management
System
DriverCar
3rd parties
OEM/Dealer
CRM/VRM
Data Gateway
Billing Management
Service Management
Data Sharing Clouds
Content ProvisionClouds
API Interfaces
Dis
patc
her
TCU
Telecom
M2M
In
terf
ace
OEMPortal
DealerPortal
Call Centers
Call
Cent
re
Inte
rfac
e
Customer Portals
https://www.oem.com
Use
r Por
tal
Inte
rfac
e
S’p
hone
App Store
Content management
Primary TSP
Roles
Secon
dary
TSP R
oles
This is the section which controls where data is routed to and from. For example if a eCall is made the data will be passed onto the relevant call centre, whilst if a Google Local Search request is made the data would be routed to the Google content servers.
Data Gateway
Data gateway
12
Data & voice
Data only
eCall initiated, the vehicle sends voice & data to the TSP
Google Local Search initiated, the vehicle
sends the POI request to the TSP
The data gateway routes the data (& voice if applicable) to the relevant provider
Click anywhere to return
OEM Data Centre
Dealer Management
System
DriverCar
3rd parties
OEM/Dealer
CRM/VRM
Data Gateway
Billing Management
Service Management
Data Sharing Clouds
Content ProvisionClouds
API Interfaces
Dis
patc
her
TCU
Telecom
M2M
In
terf
ace
OEMPortal
DealerPortal
Call Centers
Call
Cent
re
Inte
rfac
e
Customer Portals
https://www.oem.com
Use
r Por
tal
Inte
rfac
e
S’p
hone
App Store
Content management
Primary TSP
Roles
Secon
dary
TSP R
oles
Content Management refers to the TSP’s role of aggregating content from a large number of players and contextualising it within a Location Based Server so that the right content is sent to the relevant vehicles in a timely manner.
Content Management
(Airbiquity’s Choreo content management solution
Click anywhere to return
OEM Data Centre
Dealer Management
System
DriverCar
3rd parties
OEM/Dealer
CRM/VRM
Data Gateway
Billing Management
Service Management
Data Sharing Clouds
Content ProvisionClouds
API Interfaces
Dis
patc
her
TCU
Telecom
M2M
In
terf
ace
OEMPortal
DealerPortal
Call Centers
Call
Cent
re
Inte
rfac
e
Customer Portals
https://www.oem.com
Use
r Por
tal
Inte
rfac
e
S’p
hone
App Store
Content management
Primary TSP
Roles
Secon
dary
TSP R
oles
An App store is effectively an advanced eCommerce solution that allows for the de-bundling of services into smaller ‘apps’ that the driver can purchase and download into the car. Supporting an app store is a new role for TSPs, which is why new categories of players have emerged that have more experience of managing App stores within the telecom and CE industries.
App Store
(Renault’s R-Link app store, hosted by ATOS)
Click anywhere to return
OEM Data Centre
Dealer Management
System
DriverCar
3rd parties
OEM/Dealer
CRM/VRM
Data Gateway
Billing Management
Service Management
Data Sharing Clouds
Content ProvisionClouds
API Interfaces
Dis
patc
her
TCU
Telecom
M2M
In
terf
ace
OEMPortal
DealerPortal
Call Centers
Call
Cent
re
Inte
rfac
e
Customer Portals
https://www.oem.com
Use
r Por
tal
Inte
rfac
e
S’p
hone
App Store
Content management
Primary TSP
Roles
Secon
dary
TSP R
oles
Service management is a general term used to describe the centralised management of all the other TSP components, such as CRM, data routing, etc.
Service Management
CRM/VRM
Data Gateway
Billing Management
Service Management
App Store
Content management
Click anywhere to return