In 2004, approximately 400 billion fax pages were sent. Twelve years later, it’s about 4% of that number. The pace of technological change is rapid, but most devices live in the field for 10 to 15 years. It’s hard to maintain competitive value in the face of constant technology improvement, but IoT is changing that. We’ll examine the architectures that allows AWS IoT customers like Pitney Bowes to connect devices to the cloud and enrich the client experience though personalized analytics and recommendations, automated supplies replenishment, and just-in-time self-service.

1. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Dr. Sarah Cooper, AWS GM IoT Solutions
Olga Lagunova, Pitney Bowes VP Software Engineering
November 30, 2016
Innovation After Installation
Establishing a digital relationship via AWS IoT
IOT303

2. IoT Product Life begins at
Installation

3. What to Expect from the Session
 Core Components of ‘Living Product’ Design
 Post-Installation Analytics
 Easy experimentation
 Transparent operations
 Common AWS IoT Design Patterns for In-Situ Product
Innovation
 Pitney Bowes: Future-Proofing the Smart Office on AWS IoT
 Re:Invent AWS IoT Announcements in Context

4. Your Digital Relationship
with customers
takes on-going work

5. Post-Installation Analytics
Deriving Operational Insights from IoT Data
Data Temperature: Choose the right tool for the job
HOT
WARM
COOL
COLD
Freshly measured data is ‘hot.’ Time to insight is fast,
often requiring local and/or streaming analytics
Warm data is measured then cached or less immediately
important, analytics are less latency sensitive
Cool data is collected, stored and analyzed in batch
across large populations, taking longer compute times
Cold data is historical in nature, often already analyzed
but archived for future model training

6. ⚠ Subsecond Automation Feedback
⚠ Safety Alarms
⚠ Failure Threshold Alerts
⚠ Consumable Deplete
Post-Installation Analytics
Operational Insights from IoT Data
⌚ General Sensor Measurements
⌚ Device Health & Status
⌚ Consumable Levels
⚙ Process Participation
⚙ Performance KPI, Signal Strength
⚙ Sys Logs
✇ Product-line QA Data
✇ Old Operational Insights
✇ Profiled Operation Modes
Measured & Diagnostic Data

7. Post-Installation Analytics
User Behavior & Product Impact Profiling
?
AWS IoT
AWS Lambda
Amazon EMR
Amazon
QuickSight
IoT Data Collection,
Policy & Routing
Data Cleansing, User Event ID,
Enrichment, Forwarding
User Pool Behavior
Patterns, Cohorts
Result Inspection,
Data Visualization
Product Manager sees new
usage pattern to driving new
features for an OTA upgrade
💡
Usage Data is the Jet Fuel
of Product Innovation

8. Product Velocity: Ease of Experimentation
Evolving Analytics with an Emerging IoT Market
t=0
t=5
t=30
t=60
ATTEMPT 1 ATTEMPT 2 ATTEMPT 3
When a product landscape changes suddenly,
architectures need flexibility in IoT Platform and Analytics
✔

9. Operational Transparency
Because People Need to Adapt Too
💡
SalesSupport
DistributorsSuppliers
Stakeholders make
all the difference

10. Architecture Comes Alive

11. AWS cloud
WEATHER
LOCATION
TRAFFIC
External Data
Sources for
Analytics
AWS
IoT
AWS
IoT SDK
IP SECURITY
CAMERA
ECOSYSTEM OF
SMART DEVICES
DIRECT
CONNECTED
SMART DEVICE
Amazon
Elasticsearch
Service
Amazon
DynamoDB
Amazon
S3
Amazon
Machine
Learning
AWS
Lambda
AWS
Lambda
Predictive Maintenance
& Behavioral Analytics
PRODUCT ANALYTICS
AWS Marketplace
or APN Partner
Product
Management
Workflow
CRM Customer
Information
Store
Service,
Repair &
Installation
AWS IAMAmazon API
Gateway
AWS Elastic
Transcoder
API MANAGER
AWS IOT SERVICES: Registry,
Rules, Shadow, CDM, Provisioning,
OTA, Security
AWS Initiated Data Flows
API Connection Points
AWS Terminating Data Flows
Amazon
RDS
Connected Product User
Mobile Application
Connected Product
Operations Application
Product
Experimentation
Streaming
Analytics
AWS
Kinesis
AWS Kinesis
Analytics
Amazon
SNS
An IoT ‘Living Product’
Architecture
Keeping your product
critical for its full lifetime

12. AWS cloud
WEATHER
LOCATION
TRAFFIC
External Data
Sources for
Analytics
AWS
IoT
AWS
IoT SDK
IP SECURITY
CAMERA
ECOSYSTEM OF
SMART DEVICES
DIRECT
CONNECTED
SMART DEVICE
Amazon
Elasticsearch
Service
Amazon
DynamoDB
Amazon
S3
Amazon
Machine
Learning
AWS
Lambda
AWS
Lambda
Predictive Maintenance
& Behavioral Analytics
PRODUCT ANALYTICS
AWS Marketplace
or APN Partner
Product
Management
Workflow
CRM Customer
Information
Store
Service,
Repair &
Installation
AWS IAMAmazon API
Gateway
AWS Elastic
Transcoder
API MANAGER
AWS IOT SERVICES: Registry,
Rules, Shadow, CDM, Provisioning,
OTA, Security
AWS Initiated Data Flows
API Connection Points
AWS Terminating Data Flows
Amazon
RDS
Connected Product User
Mobile Application
Connected Product
Operations Application
Product
Experimentation
Streaming
Analytics
AWS
Kinesis
AWS Kinesis
Analytics
Amazon
SNS
AWS
IoT SDK
ECOSYSTEM OF
SMART DEVICES
Amazon EMR
TIME TO INSIGHT
HOT
WARM
WARM
COOL
Amazon Machine Learning
AWS Lambda
AWS Kinesis Analytics
High Volume, Quick to Insights
 Product Alerts, Threshold Monitoring
 Critical User Event ID & Notification
Easy to Change, Serverless, Cheap to Run
 Product Heuristics & Data Operations
 Complex Event Profile & Business Logic
Pre-packaged ML Tools, Easy Model Creation
 Predictive Maintenance
 User Behavioral Analytics
Large Data Sets, Flexible BYO Analytic Engine
 Historical Pattern Batch Analytics
 Population/Fleet-wide Insight
Product Analytics Design Patterns
AWS at the Speed of Insight

13. AWS IoT SDK
ECOSYSTEM OF
SMART DEVICES
Product Adaptation Design Patterns
Designing Products that Respond
Amazon
S3
CRM Customer
Information
Store
AWS IoT
Certificate
AWS IoT Device
Shadow
Amazon
Machine Learning
AWS
Lambda
AWS IoT Device
Gateway
AWS IoT
Rules Engine
Amazon
SNS
!
DEVICE
PUBLISHES
USER EVENT
DATA
IOT RULES
ENGINE IDs
EVENT, ROUTES
TO USER CHURN
ML MODEL
ML MODEL
DETERMINES
BEHAVIOR
PATTERN &
RETURNS
PROFILE
IOT RULES
ENGINE CALLS
LAMBDA FOR
THE PROFILE,
CREATES SNS
ALERT
LAMBDA
CALLS CRM
FOR USER VIP
STATUS, SETS
UPGRADE TO
SHADOW
DEVICE
RECONNECTS,
SHADOW PUSH
UPGRADE TO
RETAIN USER
AFTER:
VIP Upgrade Applied
to Retain Customer
BEFORE:
Behavior Analytics for
Product Satisfaction

14. Pitney Bowes

16. Our digital transformation: Helping clients and customers thrive in a
physical and digital world
16Pitney Bowes | December 5, 2016
Communicate
Identify
Locate Ship
Pay
• Design System
• Design Thinking
• Globalization
• SaaS
• APIs
• Mobile
Business SystemsCloud EnabledDesign Data
• IoT
• Data Platform
• Analytics
• Subscriptions
• Identity Management
• Provisioning
Pitney Bowes
Commerce Cloud

17. 1.5M small and medium business
clients worldwide.
The experience our clients want
• Mailing and shipping in all global
markets is complex. Clients are
looking for simplicity.
Our IoT challenge
• Connect existing postal meters
in the field
• Develop new sending devices
Pitney Bowes Shipping & Mailing solutions:
Providing a simplified experience for existing and new devices
17
Pitney Bowes | December 5, 2016

18. 70+
interviews
3,024
people surveyed
Post Offices &
Shipping Vendors10
4 continents

19. Brownfield IoT: SmartLink™ solution for existing devices
19Pitney Bowes | December 5, 2016
Pitney Bowes
Commerce Cloud
SmartLink connects existing meters to
new tools and solutions via the Pitney
Bowes Commerce Cloud.

20. Connect: We make it simple to connect SmartLink™ devices.
20Pitney Bowes | December 5, 2016
Easy self-service
instructions
less than 1%
support calls
for installation
help

21. Greenfield IoT: SmartLink™ solution for new devices
21Pitney Bowes | December 5, 2016
Pitney Bowes
Commerce Cloud
All-in-one easy-to-use mailing,
shipping and tracking

22. Pitney Bowes IOT Strategy
22Pitney Bowes | December 5, 2016
Automated
supply
replenishment
Error notifications;
just in-time
self-help tutorials
Personalized usage
insights and
recommendations
Automated
software
updates
Business benefits:
• Additional value to customers
• Increased customer satisfaction
• Digital relationships with clients
• Intelligence to drive actions
• Efficiency and cost savings
Connected devices
Client-facing digital services and applications
Proactive
Problem detection
and management
Automated
services
Intelligent predictive
analytics
Remote
management
Call center and services optimization
Telemetry
Commands

23. We’ve established a data platform with IoT and advanced
spatial capabilities.
23Pitney Bowes | December 5, 2016
Secured Data Lake
Data
Platform
SolutionsData
Customers Partners PB Business
Data as a Service / API Management
Data Ingestion (Batch and Streaming)
Data
Scientists
PB Product
Teams
Device Data /IoT)
Ecommerce &
Shipping
Enterprise Mailing Data Location Intelligence Enterprise IT Partner
GeoEnrich
Compute
Experimentation and Data ExplorationProduction Applications
Visualize
Analyze
IOT Platform
Spatial Platform

24. We’re delivering personalized client experiences enabled by IoT.
24Pitney Bowes | December 5, 2016

25. 25Pitney Bowes | December 5, 2016
Brownfield: Building an IoT Platform on AWS
Kinesis Stream
Lambda
Lambda DynamoDB
Elasticsearch
Amazon S3
PB Data Lake
Amazon EMR
Connect EnrichCollect
GeoEnrich
Compute
Analyze
Deliver Insights
Serve
Information
Device Info Service
Notifications Service
Command Service
Software Update
Automate
Analyze
Data Analytics Service
Client Apps
(mobile / web)
Alerts
Notifications
Device Analytics for
Client Care and
Field Services
Product Usage
and Analytics
CRM
Integration

26. 26Pitney Bowes | December 5, 2016
Greenfield: Utilizing AWS IoT
Kinesis Stream
AWS IoT
Device Gateway
Lambda
Lambda
Elasticsearch
Amazon S3
PB Data Lake
Amazon EMR
Connect EnrichCollect
Deliver Insights
Serve
Information
Device Info Service
Notifications Service
Command Service
Software Update
Automate
GeoEnrich
Compute
Analyze
Analyze
Data Analytics Service
Client Apps
(mobile / web)
Alerts
Notifications
Device Analytics for
Client Care and
Field Services
Device Shadow
Rule Engine
Product Usage
and Analytics
CRM
Integration
DynamoDB

27. 27Pitney Bowes | December 5, 2016
01 Connect
AWS IoT
Device Gateway
Connect
Brownfield:
• Electric Imp Cloud gathers data (telemetry) and sends
commands to device
• Device connects to Electric Imp via proprietary protocol
• Electric Imp Cloud connects to Kinesis stream on AWS
• Commands are sent from AWS to electric imp via REST API
Greenfield:
• AWS IoT simplifies cloud implementation for new devices
that will run AWS IoT SDK
• MQTT protocol between devices and AWS IoT;
• Secure communication using X509 certificate
Kinesis Stream
Device Shadow
Rule Engine

28. 28Pitney Bowes | December 5, 2016
02 Collect, process and enrich
Kinesis Stream
Lambda
Lambda DynamoDb
Lambda
Elasticsearch
Amazon S3
PB Data Lake
Amazon EMR
EnrichCollect
GeoEnrich
Compute
Analyze
Device Shadow
Use AWS managed services
to process large volume of
data in real time from
millions of devices.
Location Intelligence and spatial
analytics are an important part of
IoT platform.
Lesson Learned: Kinesis
stream backup is a lifesaver.
Tip: Lambda supports
multiple languages
node/java/python. Its worth
doing performance
comparison across
languages to find the best fit.
WEATHER
LOCATION
TRAFFIC
PB and
External Data
Sources
Amazon S3
Rule Engine
WORLD
BOUNDARIES
POINTS OF
INTEREST
DEMO-
GRAPHICS

29. 29Pitney Bowes | December 5, 2016
03 Act, automate and deliver insights
Customer-facing Apps
• Automate: software and rate downloads
• Serve: supplies auto-replenishment
• Serve: alerts and just-in-time self-help
• Analyze: usage insights and personalized
recommendations on how to reduce cost
PB Internal Apps
• Serve: create tickets and provide preventive
maintenance using integration with SalesForce
• Serve: provide device information and analytics to
client care and field services
• Analyze: nurture customer relationship based on
product usage by integrating with marketing
systems
• Analyze: learn from devices in the field to make the
next generation of products better
Deliver Insights
Serve
Information
Device Info Service
Notifications Service
Command Service
Software Update
Automate
Analyze
Data Analytics Service
Client Apps
(mobile / web)
Alerts
Notifications
Device Analytics for
Client Care and
Field Services
Product Usage
and Analytics
CRM
Integration

30. IoT is a journey and a continuous learning experience
that transforms your organization.
Expand insight, enrich engagement
and boost satisfaction.
Connected
devices
Collect
data
Enrich
data
Analyze
Predict
Deliver
insights
Act
Automate
Customers
Sales personnel
Customer care
Field service
30Pitney Bowes | December 5, 2016

31. Pitney Bowes digital transformation in the news
31Pitney Bowes | December 5, 2016
Best Business
Transformation
Award at IoT
World Congress
for SmartLink™
Winner of the Innovators Award at Oktane16
for championing innovation and cloud
Featured in The
Huffington Post
for our Design
Thinking approach
Listed as a company on the leading edge
of digital transformation

32. AWS IoT Announcements for
Living Products

33. AWS IoT Greengrass
Local AWS Lambda: When Your Data is Too Hot To Handle
AWS IoT Dashboards
Faster, Easier IoT Data for People
AWS IoT Enterprise Button
IoT Products Should be as Simple as Possible

34. Thank you!

35. Remember to complete
your evaluations!
Olga Lagunova (PB), Dr. Sarah Cooper (AWS)
Innovation after Installation:
Establishing a digital relationship via AWS IoT