Here is a brief excerpt from an article written by Kim Baroudy, Sunil Kishore, Sumesh Nair, and Mark Patelfor the McKinsey Quarterly, published by McKinsey & Company. To read the complete article, check out other resources, learn more about the firm, obtain subscription information, and register to receive email alerts, please click here.

To learn more about the McKinsey Quarterly, please click here.

*     *     *

Companies must take a more nuanced look at connectivity providers as the Internet of Things evolves.

The Internet of Things (IoT) is growing rapidly, with 127 new devices connecting to the Internet every second. Although many new applications target consumers, including smart-home systems and connected cars, others help companies optimize operations ranging from manufacturing to customer segmentation. As IoT expands, companies’ connectivity expenditures will rise by about 15 percent annually through 2022. To capture this growth, connectivity providers will extend their coverage and investigate innovative technologies, including low-power, wide-area networks (LPWANs).

Such shifts could have major repercussions for companies that sell IoT devices or services. For many years, they relied on country leads to select connectivity providers, and the default choice was often the largest regional or local player. A few also asked systems integrators for provider recommendations, often with similar results. But as IoT becomes more important to the bottom line, companies must reassess their connectivity needs and make more nuanced decisions that consider global coverage, intelligent-switching capabilities, service delivery, pricing, security, and IoT expertise.

Global coverage under one contract

For mobile connectivity, companies often have multiple country-specific contracts, all with different terms, pricing, and coverage options. With IoT, a simpler path may make more sense: having a contract with one mobile network operator (MNO) or mobile virtual network operator (MVNO) that provides global connectivity through a single platform. To ensure coverage beyond its established base, the selected connectivity provider must tap into its roaming agreements with other MNOs or MVNOs or seek new partners to fill gaps.

The single-contract approach helps companies minimize complexity, since responsibility for global coverage falls to the provider, rather than to the company supplying IoT devices or services. Using one MNO or MVNO also gives companies more insight into their data usage because they can monitor it through a single platform.

Strong intelligent-switching capabilities

Many providers are investigating two intelligent-switching technologies, both of which are relatively new. The first, intelligent mobile switching, enables IoT devices to shift seamlessly from one MNO or MVNO to another. It is still uncommon for IoT devices to have this ability. The second technology, intelligent platform switching, lets devices transition among unlicensed, cellular, and mobile platforms depending on their data-transmission requirements and other factors. No IoT devices are yet capable of platform switching, but some companies are increasing their investment in this area.

Mobile switching can take various forms. Some IoT players enable this capability through multiple international mobile subscriber identity (multi-IMSI) technology, which allows a single subscriber-identity module (SIM) card to be assigned numerous local numbers, including those for different countries (Exhibit 1). This tactic keeps roaming charges lower than those obtained through bilateral agreements with other providers. Since multi-IMSI networks are still not widely available, most companies cannot take advantage of them and still incur roaming charges.

Embedded universal integrated-circuit cards (eUICCs), an emerging SIM technology, may eventually represent a better solution than multi-IMSI for mobile switching in IoT. Each eUICC hosts profiles of multiple MNOs that users can remotely add or remove on demand, potentially giving them more control over roaming costs and quality than multi-ISMI technology.

Few MNOs and MVNOs now provide eUICCs, partly because the technology is so new, but customers may begin to request this option as they learn more about its value. If eUICCs become mainstream, they could become the default connectivity option—lowering costs dramatically and potentially disrupting the industry. But enterprises must carefully evaluate the benefits and trade-offs of eUICCs before aggressively pursuing this option. For example, eUICCs are a relatively immature technology and thus may raise a host of reliability issues or customer-experience problems. Enterprises also risk losing subsidies or discounts from MNOs if they move to eUICCs, or they may find that their eUICC provider does not connect to all the MNOs needed to achieve their coverage goals.

Strong service-delivery capabilities

With mobile connectivity, companies naturally favor providers with good track records for quality service because outages will result in a barrage of customer complaints. But most fail to apply the same logic when evaluating their IoT connectivity needs. With IoT devices just beginning to gain traction, an outage may seem like a minor problem compared to the chaos that occurs when mobile users lose cellular coverage. This misconception may cause procurement leads to downplay service quality and focus on cost issues when selecting an IoT connectivity solution. In such cases, the vendor of choice is often a company’s current mobile provider or the least expensive alternative.

Although cost issues deserve attention, companies will soon recognize that poor service could derail their fledgling IoT offerings. For instance, drivers of connected cars that lose online navigation capabilities in remote regions are likely to assign blame to the business that sold the IoT device, rather than the connectivity provider. As companies begin to place more weight on service quality, they should focus on the following provider characteristics:

• Leadership and strategy. The best IoT connectivity providers are committed to innovation and invest in the latest technologies, including eUICCs.
• Specialized knowledge. Companies should favor connectivity providers that truly understand their industries and offer tailored products and services for each customer, rather than a suite of generic offerings.
• Customized plans and performance measures. Standard service-level agreements (SLAs) often leave much to be desired. For instance, they might state that providers must restore connectivity after an outage but not specify the time frame when this must occur. A better option involves asking for customized contracts with specific key performance indicators (KPIs). In the case of service disruption, the contract could reflect the customer’s desired deadline for service restoration—say within three days—and have KPIs that track the percent of outages extending beyond that time. Or if a company wanted to improve its call-center service, the contract could specify that providers must answer 90 percent of service calls within 45 seconds and limit hold times to three minutes in 80 percent of cases.
• Risk management. The danger of a catastrophic event looms over every business, and for IoT that could mean a widespread outage affecting thousands of devices. Contracts should reflect such dangers by including risk-management and contingency plans.

*     *     *

Here is a direct link to the complete article.