The special challenge in providing IoT services lies in integrating processes on a horizontal level. A single supplier may only be responsible for one single point on the customer journey, whereas the customer perceived service comes as an integration of elements of diverse suppliers.
To create a benchmark base with QuEST Forum, UIOLA will define a reference customer journey with a structure that all kinds of services can be connected to a sub-area of this ‘IoT General Customer Journey’. Taking the perspective of users and customers, the benchmark will provide a comparison on a vertical AND on a horizontal level.
Horizontal will be the journey view of the customer, being broken down into kinds of services. Vertical will be the comparison among different kinds of service elements of different suppliers, measuring the Quality of the service per element (e.g. ‘looking up a facebook address’ as a vertical in the context of ‘automating event marketing’ as a horizontal)
The first conceptual approach to an IoT benchmark will be developed by Uiola, Metrinomics and QuEST Forum in Q3 2017.