Briot, an optician supplier, has developed a machine to machine solutions integrating SIM cards within its machines

Customer

Five years ago, Briot, a company which produces equipment for opticians and ophthalmologists, decided to integrate SIM cards into the machines it sold. As a leader in this market segment supplying 80% of opticians in France and present throughout the world, Briot soon realised the potential of M2M.

Stakes

Originally, Briot's machines were only able to perform physical tasks such as grinding lenses but were not able to receive or send data. Therefore, it was not possible to send an alert in the event of a malfunction, breakdown or worn part.  This was particularly troublesome for opticians, as a malfunctioning machine meant they were unable to work. Despite responsive and high quality customer support provided by Briot, the complexity of the machines meant that they often took several days to repair during which time the practitioner's activity was severely restricted.  

Briot also realised that apart from during the purchase and maintenance processes that they had very little contact with their clients. The company was unable offer advice, suggest new machines or evaluate customer satisfaction as often as it would have liked.

Project

Briot soon realised that all these problems had one thing in common  - lack of communication - and called upon Orange's expertise in the telecoms field. A solution to Briot's initial major problem was found. In fact, Briot already had the technology necessary for its application and knew its machines better than anyone. This allowed the company to develop its solution autonomously with telecoms support from Orange.

The solution was simple. Enabling machines sold to opticians to send information about their condition to Briot on a regular basis and in the event of failure. To do this Orange integrated SIM cards into Briot's machines, which means they are able to remotely send diagnostic data, detect breakdowns and send an alert in the event of a machine failure or when a part has reached the end of its life cycle.
In this way, Briot is automatically notified when a maintenance intervention is required and can also send the most qualified technician to deal with a detected problem. 

Output

Briot became increasingly aware of the incredible potential of connected machines. As its machines were already equipped with screens, Briot was able to use them to dialogue with its clients e.g. sending client requests based on machine data, sending commercial offers and providing clients with targeted  information on new products in an interactive manner.

By integrating Orange SIM cards into its machines, Briot has been able to improve client communication and increase its productivity.
Time and journey costs have been significantly reduced as technicians know exactly why they were being called out and are only called out for confirmed malfunctions.

Maintenance interventions have become more effective thanks to information collected from the machines before the technician's intervention. This has improved the company's image, turnover and after-sales service.

Thanks to its connected screens, Briot can now send targeted commercial offers to its clients. A dialogue can also be rapidly initiated (via the machine) between Briot and its clients enabling the company to answer any client questions.

Unsurprisingly, Briot received the innovation prize at the International Eyeware and Opticians Fair in Porte de Versailles, acknowledging its capacity for innovation in terms of better responding to client needs and conveying a dynamic corporate image based on cutting edge technology.