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Smart home service delivery provides a challenge to all types of player. Much effort has been put into trying to make devices as easy to install as possible, but there are still no guarantees that consumers will get it right, which can lead to product dissatisfaction and low engagement.


  • The number of smart homes is expected to increase rapidly to 22% of all homes by 2021. However, only a fraction of these households will be paying a regular monthly fee for a dedicated smart home service such as home security.
  • Correct installation is key for all products. For the solution to work properly, customers will need help setting up each device. How a "smart" product differs from a "non-smart" product is that it brings the customer additional value, either reducing overall household costs or making the customer's life better in some other way.

Features and Benefits

  • Explains how successful smart home service delivery can lead to customer satisfaction as well as future upsell opportunities.
  • Analyzes the service delivery strategies of three leading service providers.

Key questions answered

  • What is the advantage of providing a professional installation service?
  • Can smart home installation ever be completely DIY?
  • Can smart home service delivery become a revenue opportunity in its own right?

Table of contents


  • In brief
  • Ovum view
  • Recommendations

Service delivery definition

  • The two aspects of smart home service delivery

Why service delivery is important for maximizing the smart home opportunity

  • The number of connected devices in the home is increasing
  • State of the service provider market
  • Only a fraction of smart homes will take a dedicated service

The importance of good service delivery

  • Installation is key if the smart home is to be successful
  • Professional installation can bring additional benefits
  • Technical support is a must – but how far should service providers go?

Case studies

  • Telefonica
  • Vivint Smart Home
  • Telstra


  • Methodology
  • Further reading
  • Author

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