Volvo on Call
October 2012
Issuer:Timo Paulsson, tpaulss1, Security Class: Proprietary
Gmt 12w42
2017-01-11
1
What is Volvo On Call
Gmt 12w42
•
•
•
Volvo On Call is the integrated application of
telecommunication and computer services.
It provides two-way communication between
VCC/service provider, the customer and the car.
It enables:
• More efficient delivery of already existing products and
services, such as roadside assistance.
• Delivery of a whole set of new products and services
to our customers in the areas of:
•Safety
•Security
•Convenience (Mobile app)
•
•
Volvo On Call is an integrated part of the
Connected car as the “Connectivity Pro” offer – a
car always connected
Volvo On Call is also an integral part of the overall
Volvo Advanced Safety Strategic Approach as
shown on the following slide.
Issuer:Timo Paulsson, tpaulss1, Security Class: Proprietary
Mobile app
Car locator
Remote door lock/unlock
Vehicle dashboard
Car alerts
Journal log
Heater start
Roadside assistance
Vehicle info
Subscription info
Security
Stolen vehicle tracking
Alarm notification
Remote vehicle immobilisation
Safety
Crash notification
Emergency service
Breakdown service
Remote door unlock
2017-01-11
2
5 phases of safety
4. Damage reduction
• 3-point Safety Belt
• Deformation zones
• PRS
• SIPS
• WHIPS
• ROPS
• IC
1. Normal driving
•
•
•
•
•
•
DSTC and CTC
RSC
Collision Warning
Emergency Brake Assist
Lane Departure Warning
Ready Alert Brake
Issuer:Timo Paulsson, tpaulss1, Security Class: Proprietary
2. Conflict
•
•
•
•
•
•
Driver Alert Control
Adaptive Cruise Control
IDIS
BLIS
Active Bending Lights
Distance Alert
3. Avoidance
• Pedestrian Detection
with Full Auto Brake
• Collision Warning
with Full Auto Brake
• City Safety
Gmt 12w42
5. After
collision
Volvo On Call
2017-01-11
3
Volvo on Call - current services overview
Gmt 12w42
Safety & Security
•
•
•
•
•
•
Issuer:Timo Paulsson, tpaulss1, Security Class: Proprietary
Crash notification
Emergency service
Breakdown service
Stolen vehicle tracking
Alarm Notification
Remote vehicle
immobilisation
Convenience
• Mobile app
• Remote Heater start
• Remote Engine start
(13w46)
• Car locator
• Remote door lock/unlock
• Vehicle dashboard
• My Volvo integration
(13w20)
• Connected Service
Booking data (13w46)
• Journal log
• Roadside assistance
• Vehicle info
• Subscription info
2017-01-11
4
Volvo On Call – How it Works
Central Server
GPS
1
Position of the
vehicle is
calculated based
on signals
received from
the Global
Positioning
System.
In-vehicle system
3
When a service is
needed, both a
data message and
a voice call are
initiated.
Voice (GSM)
2
2017-01-11 Paulsson, tpaulss1, Security Class: Proprietary
Issuer:Timo
4
The customer pushes
either the OnCall or SOS
button activating a service
request. An automatic
crash notification or theft
alarm also send signals
from the system.
A centralized database
of vehicle and customer
data is operated for
Volvo Cars by Volvo’s
preferred Telematics
Service Provider. This
TSP also operates a
workstation server used
by Customer Service
Center operators.
Gmt 12w42
5
Local Customer
Service Center
The customer service
center operator responds
to the service request and
sees to it that the services
that are needed are
dispatched to the vehicle
5
Volvo On Call System
Gmt 12w42
 Available in all models
 Communication unit
with:
 embedded SIM
 back-up battery
 back-up GSM
antenna
 GPS receiver
 Integrated into the
electrical platform
Issuer:Timo Paulsson, tpaulss1, Security Class: Proprietary
2017-01-11
6
Volvo On Call System
Gmt 12w42
1. SIM-Card reader
connection
2. GSM antenna
3. Main power
4. MOST connection
5. GPS antenna
Issuer:Timo Paulsson, tpaulss1, Security Class: Proprietary
2017-01-11
7
Evolution of Volvo On Call
Gmt 12w42
1996 Volvo Cars completes study of telematics and decides to invest in
systems and services
1997 Projects started in Europe and US
1999 Volvo decides on centralised message handling. WirelessCar is
formed to provide services. Volvo Cars sold to Ford.
2001 Services start in first market, Sweden, with Falck as customer
service center
2002 Services start in US with Cross Country Automotive as customer
service center (Offer removed in 2004)
2003 Services start in UK in Autumn with Mondial as CSC and direct
connection to UK emergency services
2005 Services to start in IT and FR, and re-launch in Sweden with Viking
as call center.
2006 Pan-European Service Start with all countires on SIM-card.
2006 Service start in Norway and BeNeLux
2007 Germany, Spain and Switzerland
2008 Austria and Russia
2012 Brazil, Finland and Denmark
1/11/2017
Issuer:Timo Paulsson, tpaulss1, Security Class: Proprietary
2017-01-11
8
Volvo on call services
Safety
Security
Mobile app
Gmt 12w42
Collision Notification
Roadside Assistance
Lock/Unlock
Warnings
Driver Journal
Dashboard
Heater Start
Car Locator
Subscription
Info
Accident Assistance
Remote Door Unlock
Issuer:Timo Paulsson, tpaulss1, Security Class: Proprietary
2017-01-11
9
Volvo oncall mobile app
Gmt 12w42
Volvo OnCall mobile apps are today available for:
Issuer:Timo Paulsson, tpaulss1, Security Class: Proprietary
2017-01-11
10
Volvo On Call Markets



Sold in 16 markets as of July 2012
Service available in 17 markets
Finland and Denmark became active
with their own call centers in May 2012
= Market selling option
= Cross-border service
= No service yet
Gmt 12w42
1 Sweden (2001)
2 UK (2003)
3 France (2005)
4 Italy(2005)
5 Netherlands (2006)
6 Belgium (2006)
7. Luxembourg (2006)
8. Norway (2006)
9 Germany (2007)
10 Switzerland (2007)
11 Spain (2007)
12 Portugal (Call Center in France)
13 Austria (2008)
14 Russia (2008)
15 Brazil (2012)
16 Finland (2012)
17 Denmark (2012)
:Timo Paulsson, tpaulss1, Security Class: Proprietary
2017-01-11
11
Volvo oncall sales
Introduction of convenience features
in smartphone app
Gmt 12w42
60000
50000
40000
30000
20000
10000
0
2007
Issuer:Timo Paulsson, tpaulss1, Security Class: Proprietary
2008
2009
2010
2011
2012
2013
2017-01-11
12
Volvo On Call responds well to customer demands
for connected services
Gmt 12w42
Customer demand for connected services (% saying useful / very useful)
Remotely lock and unlock vehicle
58
Service reminders
59
Call roadside assistance
59
54
Parked car locator
77
76
76
74
52
Vehicle health information
56
Manufacturer vehicle notifications
54
Diagnostic trouble code
56
Vehicle owner’s manual
51
Service scheduling support
Mature markets
75
71
73
71
73
Developing markets
“Cars Online 11/12” where Capgemini asked 8000 customers worldwide about their preferences for connected services
Issuer:Timo Paulsson, tpaulss1, Security Class: Proprietary
2017-01-11
13