Client Challenge
A connected device manufacturer had reached large-scale deployments across utilities and industrials, but customers remained unclear about what support was included post-deployment. It was expensive to keep up with the security updates for critical infrastructure including meeting requirements such as NERC/CIP. The absence of formal service tiers, issue resolution timelines, and upgrade cadences created frustration and reactive support escalations.
Approach
We helped the client design and launch a tiered firmware and embedded software maintenance program. Offerings included proactive patching, regulatory compliance updates, emergency support, and lifecycle analytics. Clear definitions of SLAs, entitlements, and customer responsibilities were developed. Support packages were aligned to different customer segments and value metrics. We built quoting tools and service datasheets to enable sales teams.
Outcomes
Within six months, over 70% of new sales included a recurring service plan. Support ticket volumes dropped by 38% due to clearer coverage definitions and preemptive updates. The company converted a cost center into a new revenue stream while improving customer satisfaction. Sales cycles became smoother due to simplified quoting and scoping.
Tags: Product Strategy, Critical Infrastructure, IoT, Security, Profitability, ARR, Customer Success & Experience, Embedded Systems, Post-Sales Services, Firmware Support, Service Monetization