One of the big benefits of custom integration as a service (CIaaS) is the ability to update firmware remotely so smart systems keep up with the times.
When I began my career in retail technology, the industry was struggling to convince businesses to invest in computer-based systems to replace standard cash registers. Inevitably, some prospective clients understood the value and opportunity that adaptable and upgradeable systems presented, while others could only see the price tag. The same might be said of a concept I’d like to introduce you to, which is custom integration as a service (CIaaS).
Cash register technology critics were correct that a smarter system can be more expensive and even incur future costs to keep pace with competition and consumer needs, but they failed to see that the systems’ benefits far outweigh any potential maintenance costs. Fast-forward a couple decades, and now the only place you’re likely to find a non-computerized checkout register is an antique store.
The custom electronics industry has evolved in much the same way, largely relying on revenues from one-time transactions, which are then followed by impromptu service calls and truck rolls. While that may have made sense 20 years ago, today’s always-on, always-connected systems offer a better CIaaS solution that improves client experiences, builds trust with their integrator and enhances overall system capabilities.
Every smart home or smart workspace requires a backbone of robust software that can deliver ongoing enhancements during the lifetime of ownership. Cloud-based software provides extra flexibility by empowering integrators to service their installations remotely, which reduces costs and can dramatically increase service speed and customer satisfaction.
As new devices enter the home over the lifetime of ownership, new integrations must be developed, and as customers demand more of their systems, new functionality must be created. Systems that do not adopt new services, protocols or functions can seem less and less ‘smart’ over time, and even become a burden for users compared to contemporary tools.
When integrators evolve from the ‘sell it and forget it’ business model and begin pitching custom integration as a service, they can ensure long-term revenue streams that promote business growth and offer regularly scheduled upsell opportunities with existing clients. It’s up to us as manufacturers to develop the tools and solutions they need to make this change and catapult industry growth.
In fact, as smart system owners increasingly witness the critical nature of remote service and software improvements, they will demand it of the custom integration industry just as retailers did with the cash register industry.
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