Bosch IoT Suite user journey: customer touchpoints

Welcome back to another stopover on our journey through Bosch IoT Suite!

Last time, Matthias Besemer took Erika on a flight across the different levels of our development processes. Today, we’ll stay right here on the ground – and talk about you! “About me?” Yes, you, Erika – but also about our customers: I will take all of you along to some of our meetings and show you how and where we involve customers in our processes. 

What do you want – and what do you need? 

Let’s start at the beginning: getting in touch with Bosch.IO for the first time. Erika, how did you first learn about Bosch IoT Suite? “In your on-demand webinar on IoT device management market trends and lessons learned.”  Great! We’ll start from there. So, when you learnt about Bosch IoT Suite through the webinar (or perhaps this blog series? 😉), you probably had a lot of questions: does the solution really fit my needs? Is there already a feature for my specific application – and if not, is there any way to implement it quickly? The easiest way to find answers is to get in touch with us. Our Bosch IoT Suite team helps you define your exact requirements: do you need one or more of our solutions, new features for your existing solution, or do you even have a completely new project? 

Once we know what you need, we can go ahead and develop it. During development, our goal is always to involve our customers as much as possible. That way, you get to give us valuable feedback and input. Let’s have a look at what that involvement could look like! 

Our meetings – your input 

To ensure that we build exactly what you need, we will stay in touch with you during the entire development process to discuss project challenges, priorities, and next steps with you. In our joint meetings, we talk about overall project topics – the right touchpoint for managers like Erika to ask questions and address unforeseen changes. We also regularly keep in touch with you to review the project, previous achievements, and future developments on a strategic level. Once we have finished developing, we will involve you for a final feature acceptance before deploying the solution. This way, you get to give us feedback both on our collaboration and on the finished feature itself.   

Don’t like something? We’ll change it!  

Your feedback is incredibly valuable to us. It shows us if there are any pain points we need to address, where we need to tweak our processes, and what’s going especially well in our collaboration. In a nutshell: our service and our products can only get better if we receive constant customer feedback – and act on it. That’s why we have established a dedicated process to collect, screen and implement your criticisms and observations. 

The first step is to collect your feedback wherever possible – be it during feature acceptance, in usability tests, or simply via our support system. We then screen it and cluster our findings. Which product component is concerned and what could we improve? These ideas or so-called candidates form our user experience backlog. We check and refine this backlog in weekly meetings and prioritize different candidates depending on their impact and difficulty. As soon as a candidate has been refined, we implement it in our Bosch IoT Suite iterations. If your feedback makes it into Bosch IoT Suite that way, we will give you a heads-up to let you know how is has been addressed. No worries, you can of course also give us feedback on our feedback process – feedback-ception!  

So, Erika, what do you think: do you have any feedback on today’s trip? “Absolutely! It was good to see how you work and to what extent I can be involved in the process. However, one important question remains: what about the costs?” Good point, Erika – it’s time we address that topic! We will talk to you about the monetary aspects of Bosch IoT Suite in our next blog post. Stay tuned to find out how our pricing model works!