COVER

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COVER
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imagine

• a sophisticated electronic product
• an average life well in excess of 10 years, but a
  repurchasing cycle typically 3-4 years
• lifetime relationship value in excess of 300K US
• the product isnt networked
• the vendor is often unable to maintain contact
  with customers post-purchase
• enter telematics

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technology

• our field telematics
• intelematics
• typical products services
• the market
• the technology
• hardware
• firmware
• protocol
• carriage
• gateway
• service platform
• content
• computer telephony integration
• trends opportunities
• QA

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Intelematics Australia

• a leading telematics service provider
• leading provider of passenger vehicle telematics
  services in Australia
• major shareholders are Australian motoring clubs
• aligned with service providers in Europe
  N.America
• engaged by leading auto manufactures (European,
  American, Asian) in both passenger and
  commercial vehicle segments to provide services
  under their brands
• have been operating General Motors telematics
  services for 3 years
• currently have several new passenger vehicle
  commercial vehicle OEM programs under development
  for launch in 2004/5

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telematics an emerging tool for fostering
positive customer relationships

• typically, telematics services include
• location aware capability
• interfaces vehicle systems
• a facility to communicate directly with the
  motorist
• contact centre support for both emergency and
  concierge services
• will be pervasive in motor vehicles over next 5
  10 years
• a powerful tool for manufacturers in enhancing
  customer relations

• typical services
• personal motoring
• safety
• security
• navigation traffic
• concierge
• communications
• infotainment
• road pricing and tolling
• business motoring (fleet telematics)
• logistics
• workforce management duty of care
• asset management
• navigation traffic
• compliance (legislative company policy)
• road pricing and tolling

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telematics an emerging tool for fostering
positive customer relationships

• typically, telematics services include
• location aware capability
• interfaces vehicle systems
• a facility to communicate directly with the
  motorist
• contact centre support for both emergency and
  concierge services
• will be pervasive in motor vehicles over next 5
  10 years
• a powerful tool for manufacturers in enhancing
  customer relations

• typical services
• personal motoring
• safety
• security
• navigation traffic
• concierge
• communications
• infotainment
• road pricing and tolling
• business motoring (fleet telematics)
• logistics
• workforce management duty of care
• asset management
• navigation traffic
• compliance (legislative company policy)
• road pricing and tolling

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infrastructure
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infrastructure (2)
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adoption profiles of new passenger vehicle
technology
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the market
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the technology
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technology
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hardware

• black box
• GPS
• cellular module
• input/output
• backup battery
• antennae
• backup battery
• processor

• human-machine interface
• button pad
• microphone
• speaker
• screen (?)

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protocol

• how data is encoded and transmitted from vehicle
  to hub vice versa
• much talk, but limited standardisation
• prevalent use of SMS (in Australia) limits size
• in US, DTMF still prevalent
• issues of validation encryption
• packet-switched carriage changes paradigm
• entity with control of protocol has a gatekeeper
  function for service delivery

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carriage

• how do we transmit voice and data?
• typically, cellular network
• GSM prevalent in Australia
• CDMA offers promise of improved rural coverage,
  currently at hardware premium
• satellite, and private radio also have roles
• data bearer
• switched data call (rarely) or (rarely in
  Australia) DTMF on voice channel
• SMS (at risk of latency, but simultaneous with
  voice)
• packet switched data (GPRS on GSM, CDMA 1-X and
  faster)

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gateway

• interface between telematics service provider and
  carrier
• increasingly standardised, usually IP based
• telematics service provider may support multiple
  gateways

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service platform

• several key components
• message decoder
• database
• workflow/case manager
• contact centre interface
• direct user interface
• geospatial handlers

• Telematics Services Hub
• developed by Intelematics with specialist support
  from partners including ADAC Webraska

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content

• includes information physical service delivery
• traffic
• breakdown assistance
• route guidance data
• accommodation
• road conditions

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computer telephony integration

• some services warrant (or require) human
  intervention
• SOS
• vehicle recovery
• concierge
• requires a software application environment that
  supports a number of concepts
• case history
• standard operating procedures
• entitlement management
• with certain technical capabilities
• automatic queue distribution with priority levels
• data-initiated messages rank as peers with voice
• screens automatically pop customer record
  and/or program on inbound call

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future

• telematics will be pervasive in passenger
  commercial vehicles in a 5-10yr span
• technology trends will facilitate a broadening in
  the nature of services
• bus-based vehicle architecture
• screen integration
• maturity of packet switched technology

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qa