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A changing business model – from delivering a product to serving a customer

Competition in the oil-delivering business has grown following the entrance of big retail corporations into the market. To survive, AVIA decided to implement a dramatic digital transformation to better serve and satisfy its customer base.

Like many companies, they relied either on customers calling them to order a product or on their customer service team calling customers and asking if they needed a refill. For some big customers, they could rely on telemetry (2G/3G) to know exactly the state of a tank.

Information was spread out and was not linked together. They needed a way to make better and faster decisions and a solution to reach their customers at the right time when they needed a refill.

Digital transformation put into practice

Brain-it helped AVIA consolidate its strategy and set up a digital transformation plan to improve the “order-to-bill” process. At the same time, the need of knowing when to call a customer was addressed using a powerful machine-learning algorithm to provide virtual sensors and a good estimate of tank level without the need for a physical sensor (see ‘Case study: AVIA using virtual Sensors’).

While some customers would be analyzed through our virtual sensor module “MyVSenso”, AVIA wanted to be able to deploy more telemetry. But instead of relying on one supplier, they wanted to be able to choose freely on the market and follow the trend of the latest technologies and not be dependent on one provider.

The final goal of the project was to be able to collect data (administrative and logistic) directly from AVIA information system (IS) like SAP. At the same time, AVIA is capable of mass deploying sensors directly on customer site directly through our app without being dependent on a brand or a technology. We then merge that information together (including the virtual sensors data), providing a full customer overview. The data is then partially pushed back to their ERP for delivery tour planning.

Going one step further

Although this was a great leap forward, we considered the order-to-bill process needed a profound change. Customers want to be able to access information quickly, review their history and, in some cases, order directly online without having to call or send an email.

We provided AVIA with a Customer Portal that integrated both the data from AVIA IS such as delivery notes and bills, but also data from sensors or virtual sensors giving a full history of volume consumption and the actual situation in the tank. This provided customers with better information on their situation and their history. But the order process still had to be improved.

By allowing customers to see oil prices real-time, we could drive them to make an order directly through the customer portal like any customer would for standard retail items. The process is therefore simplified, and the customer gets a strong benefit from the service. Not only does the consumer gets its oil delivered, but he can also access its historical data, its consumption and the possibility to order directly from the same environment.

The benefit for AVIA was strong: it simplified the order-to-bill process and strengthened relationships with its customers by having a service that goes beyond simple oil delivery. Also, with better information, they could call customers exactly when they needed a refill (and not too late or too early).

Brain-it helped AVIA improve their customer satisfaction, lower their costs and improve their services.

About AVIA – an energy provider

In 1927, independent Swiss importers of petroleum products joined forces and founded the AVIA Federation in Switzerland. 89 years later, its 11 member companies are at the head of a vast network of Swiss service stations, consisting of about 600 stations and more than 100 shops under the AVIA brand.

BRAIN-IT

The backbone of BRAIN IT solutions is a 4.0 software platform (Toolbox):

– Multi-protocols: LoRaWAN, Sigfox, NBIoT, GSM, LTE..

– Multi-object builders: NKE-Watecco, AIUT, Tekelek, Silensoft…

– Integration is complete with the Customer’s ecosystem

– Brain It already processes several thousand sensors for companies.

– Digital Data by BRAIN IT.

BRAIN-IT

The backbone of BRAIN IT solutions is a 4.0 software platform (Toolbox):

– Multi-protocols: LoRaWAN, Sigfox, NBIoT, GSM, LTE…

– Multi-object builders: NKE-Watecco, AIUT, Tekelek, Silensoft…

– Integration is complete with the Customer’s ecosystem

– Brain It already processes several thousand sensors for companies.

– Digital Data by BRAIN IT.

BRAIN-IT

The backbone of BRAIN IT solutions is a 4.0 software platform (Toolbox):

– Multi-protocols: LoRaWAN, Sigfox, NBIoT, GSM, LTE…

– Multi-object builders: NKE-Watecco, AIUT, Tekelek, Silensoft…

– Integration is complete with the Customer’s ecosystem

– Brain It already processes several thousand sensors for companies.

– Digital Data by BRAIN IT.

BRAIN-IT

The backbone of BRAIN IT solutions is a 4.0 software platform (Toolbox):

– Multi-protocols: LoRaWAN, Sigfox, NBIoT, GSM, LTE…

– Multi-object builders: NKE-Watecco, AIUT, Tekelek, Silensoft…

– Integration is complete with the Customer’s ecosystem

– Brain It already processes several thousand sensors for companies.

– Digital Data by BRAIN IT.

BRAIN-IT

The global building automation system market grew 7% in 2018 to total ~ US$ 35 Bn, registering an upward spiral from ~ US$ 33 Bn in
2017, according to the new research study from Future Market Insights.

The report says that Schneider Electric SE, ABB, Siemens AG, Johnson Controls Inc., and Honeywell International Inc. remain the top 5 players in the building automation market, commanding nearly 40% of the global market share.

The analyst is of the opinion that growing investments in smart buildings is one of the key shapers estimate to mould the growth of building automation system market in 2019 and beyond. Despite of having a robust sphere of influence, leading players in the building automation system market will continue to face competition threats from new vendors entering the scenario with newer promises.

 

BRAIN-IT

The term ‘digital transformation’ has attracted a lot of attention across the manufacturing industry and throughout the media recently. Defined by The Enterprisers Project, digital transformation is “the integration of digital technology into all areas of a business, resulting in fundamental changes to how businesses operate and how they deliver value to customers.”

With digitalisation comes the rise of trends such as Industry 4.0, smart manufacturing and smart factories.

Industry 4.0, also known as the fourth industrial revolution, is all about focusing on connectivity and communication. It presents us with a future where devices are connected so that they can communicate and make smart decisions. 

BRAIN-IT

Technology has been increasingly adopted by all major industry sectors over the last several years—and the energy industry is no exception. Tech innovation is no longer associated only with replacement of paperwork with automated electronic systems. The next step is reinvention of the ways that energy and utilities companies do business, engage their customers and interact with them. And let us not forget about Energy 4.0, a buzzword used to denote the digital revolution in this industry.