Canopy

"1 in four users would abandon the brand or device rather than complain [about a connected device]" ... 💔 This insight comes from Peggy Smedley's recent article titled, 𝙒𝙝𝙚𝙣 𝘾𝙤𝙣𝙣𝙚𝙘𝙩𝙚𝙙 𝘿𝙚𝙫𝙞𝙘𝙚𝙨 𝙎𝙩𝙖𝙡𝙡, 𝘼𝙨𝙠 𝙒𝙝𝙮. Smedley's article shares survey research from Memfault, a provider of embedded device observability. This research looked into consumer connected devices like fitness trackers ⌚️, media devices 📺, health monitors 🩻, GPS 🛰️, and entertainment devices. The research reveals that 44% of connected device users experience product problems, including: 🐢 Slow or bad connectivity: 21.5% ⛓️💥 Lost connectivity: 28.7% 🪫 Battery issues: 31% 😒 Don’t trust the data from their device: 10% 😖 Bad user interface: 9% 𝗪𝗵𝗮𝘁'𝘀 𝘁𝗵𝗲 𝗯𝗶𝗴 𝗽𝗶𝗰𝘁𝘂𝗿𝗲? Smedley sees these findings as evidence of the "observability gap." She wonders, "if companies seek customer feedback and whether that feedback even matters." It's an important question — especially with problems being so common. Connected products 𝘸𝘪𝘭𝘭 run into problems. But what happens next is what matters. Because whether they're consumer products using embedded software (as with fitness trackers, health monitors, etc.) or unattended technology such as kiosks, security systems, smart lockers, digital signs (the kinds of connected products that Canopy supports), well, teams can only solve what they can see. Connected product teams must mind the observability gap — and bridge that gap with software built to help connected product and technical support teams reduce downtime. Peggy Smedley is right: "The truth is the growth of connected devices will only continue if manufacturers are able to continuously monitor and improve the user experience." 💥 Let's see the problems first. Then, we can solve them. P.S. You'll want to check out Peggy's article — link in the comments from Justin Owings. P.P.S. And also take a gander at our research into what 200K support tickets from 100K down devices — that's in our 2024 𝙊𝙫𝙚𝙧𝙘𝙤𝙢𝙞𝙣𝙜 𝘿𝙤𝙬𝙣𝙩𝙞𝙢𝙚 report ... over at #goCanopy dot com and linked in the comments too! #connectedproducts #rmm #remotedevicemanagement

217,000 self-checkout terminals were shipped last year. That's up 12% year over year. RBR Data Services • Datos Insights reports that: 💬 "Activity was up in the USA, the world’s largest self-checkout market, with rollouts continuing at supermarket chains including discounter 𝗔𝗹𝗱𝗶 and regional fuel convenience operators such as 𝗥𝗲𝗳𝘂𝗲𝗹 and 𝗞𝘄𝗶𝗸 𝗧𝗿𝗶𝗽." Their research predicts the total number of 𝘀𝗲𝗹𝗳-𝗰𝗵𝗲𝗰𝗸𝗼𝘂𝘁 𝗶𝗻𝘀𝘁𝗮𝗹𝗹𝘀 𝘁𝗼 𝗿𝗲𝗮𝗰𝗵 𝟮 𝗺𝗶𝗹𝗹𝗶𝗼𝗻 𝗴𝗹𝗼𝗯𝗮𝗹𝗹𝘆 𝗶𝗻 𝟱 𝘆𝗲𝗮𝗿𝘀. 📈 Find the full report is here 👉: https://lnkd.in/eheNM2qt Self-service technology will clearly continue to be part of modern life. So let's make sure the tech works! Thanks to Jeni Bloomfield for the research! #kiosks #selfcheckout #selfservicetechnology #connectedproducts #goCanopoy

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"Hey Steve … Did you hear about Redbox shutting down?" I've gotten this a lot lately. Last week I saw this Redbox machine (see the photo). "No longer in use." That, alongside the news of Redbox's bankruptcy, has left me with a lot to reflect on. Twenty years ago the brick-and-mortar movie rental business felt near-bulletproof. Redbox changed everything. The Redbox founders and team built — and then scaled — their product into 10s of thousands of kiosks, facilitating nearly a billion movie rentals in a year at the peak. Over the years, I've gotten to know many of them personally. They are some of the most remarkable individuals I've ever known. Gregg Kaplan, Mitch Lowe, Eric Hoersten, Brian Rady, just to name a few – creating opportunities for so many! How did I get to know these excellent people? Well, during my time at NCR, we built a competing business called Blockbuster Express, which we ultimately ended up selling to Redbox. It was within the journey of building Blockbuster Express that we got to assemble some of the most progressive technology solutions the industry had seen. To do this, we brought together an incredibly talented team, all willing to do the hard work of all-nighters, creative problem-solving, rapid innovation, adaptable deployment models, and so on. The lessons I learned along the way could only have been learned in motion and with these remarkable teams. I learned how difficult it is to manage a large network of unattended connected products. You wouldn't believe how much goes into making a product like a DVD rental kiosk work — and work consistently and predictably over and over again! Unique software, hardware, network, and environmental requirements all must stay up and running harmoniously. Otherwise, the "store" is closed, costing revenue, brand reputation and trust, resources to fix the product, and more. So much can go wrong. So much must go right. Uptime isn't a "nice to have" in this business — it's a necessity. All these experiences left me with an idea. I imagined a software solution built to flexibly support any type of connected product fleet — like Redbox and Blockbuster Express. I wanted to help connected product teams do their job reliably and consistently. I couldn't shake this vision, which is why we finally set to founding the business that became what Canopy is today. Canopy is a remote monitoring and management platform for connected products. Whether a kiosk, a smart locker, a digital sign, a point-of-sale system — or some new, never-before-seen product — Canopy is built to adapt and keep those products up and running. So, as sincerely as I can say, thank you, Redbox. Thank you not only for your role in moving the entertainment industry forward but for providing the opportunity to compete, make incredible lifelong friends, and inspire a new company and solution in Canopy. #redbox #kiosks #connectedproducts #goCanopy

How do you know if your product is falling down on the job? Today, customers are just as likely to complain online as they are to pass along their feedback in a way you can use it. Take this recent conversation on 𝕏. First, a traveler shares a photo of Hong Kong Station, commenting on the empty lobby full of unused self-check-in kiosks. But another Hong Kong traveler takes the opportunity to vent their frustration, complaining about how often they struggle to use the self-check-in kiosks, complaining about how the staff aren't helpful, how they "absolutely insist you try and try and try." At last, another traveler appreciates a helpful staffer at the check-in devices ... ... and shares how that staffer says the kiosks malfunction "⅓ of the time." 😫 This exchange teaches us that: 𝗖𝗼𝗻𝗻𝗲𝗰𝘁𝗲𝗱 𝗽𝗿𝗼𝗱𝘂𝗰𝘁 𝘁𝗲𝗮𝗺𝘀 𝗻𝗲𝗲𝗱 𝘁𝗼 𝗸𝗻𝗼𝘄 𝘁𝗵𝗲 𝗴𝗿𝗼𝘂𝗻𝗱 𝘁𝗿𝘂𝘁𝗵 𝗮𝗯𝗼𝘂𝘁 𝘁𝗵𝗲𝗶𝗿 𝗽𝗿𝗼𝗱𝘂𝗰𝘁𝘀. ... At least, if they want to improve those products, reducing device downtime and improving the experience for customers. But the truth isn't always easy to see. Seeing and solving problems and reducing bad experiences with self-service technology is a critical use for 𝗿𝗲𝗺𝗼𝘁𝗲 𝗱𝗲𝘃𝗶𝗰𝗲 𝗺𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 (#RDM). RDM like Canopy can reveal more about the state of the product "in the wild." Better yet, it can spot problems and troubleshoot them 𝘢𝘶𝘵𝘰𝘮𝘢𝘵𝘪𝘤𝘢𝘭𝘭𝘺 ... No matter the tech — kiosks, security systems, smart lockers, etc. — there's enormous value in listening to what customers say about your product. What have you overheard lately?

When the inevitable happens — a kiosk, security system, digital sign, or other connected products go down — there are 2️⃣ things to know: 1️⃣ 𝚆𝚑𝚊𝚝'𝚜 𝚝𝚑𝚎 𝚙𝚛𝚘𝚋𝚕𝚎𝚖? 👉 You can't solve what you can't see. Is your RMM/RDM platform able to show you what's going on? 𝗜𝗱𝗲𝗻𝘁𝗶𝗳𝘆 𝘁𝗵𝗲 𝗱𝗼𝘄𝗻𝘁𝗶𝗺𝗲 𝗰𝗮𝘂𝘀𝗲. 2️⃣ 𝚆𝚑𝚊𝚝 𝚘𝚙𝚝𝚒𝚘𝚗𝚜 𝚝𝚘 𝚢𝚘𝚞 𝚑𝚊𝚟𝚎 𝚝𝚘 𝚜𝚘𝚕𝚟𝚎 𝚒𝚝? 👉 The question is how: 𝗬𝗼𝘂 𝗻𝗲𝗲𝗱 𝘁𝗼 𝘂𝗻𝗱𝗲𝗿𝘀𝘁𝗮𝗻𝗱 𝘁𝗵𝗲 𝗿𝗲𝗺𝗼𝘁𝗲 𝗿𝗲𝘀𝗼𝗹𝘂𝘁𝗶𝗼𝗻 𝗽𝗮𝘁𝗵𝘀 𝗮𝘃𝗮𝗶𝗹𝗮𝗯𝗹𝗲 𝘁𝗼 𝘆𝗼𝘂. Most device downtime issues can be fixed remotely — not everything is a power or network loss. (And even those things can be planned for!) Below 🔖 bookmark (or save) this cheat sheet. It covers 𝗰𝗼𝗺𝗺𝗼𝗻 𝗿𝗲𝗺𝗼𝘁𝗲 𝗱𝗲𝘃𝗶𝗰𝗲 𝗶𝘀𝘀𝘂𝗲𝘀 and 𝘄𝗵𝗮𝘁 𝘆𝗼𝘂 𝗰𝗮𝗻 𝗱𝗼 𝗮𝗯𝗼𝘂𝘁 𝘁𝗵𝗲𝗺. The infographic is from our recent report on 📑 𝗢𝘃𝗲𝗿𝗰𝗼𝗺𝗶𝗻𝗴 𝗗𝗼𝘄𝗻𝘁𝗶𝗺𝗲 (🔗 below) in which we share research from studying 200K support tickets across 100k remote devices. Get the full report 👉 https://bit.ly/3S5KZxH #goCanopy #connectedproducts #kiosks #remotedevicemanagement #RMM

If you ever hear me talk about Canopy, you’ll hear me talk about remote monitoring and management for “Connected Products.” But what do I mean? Connected Products are unattended technology — like self-checkout kiosks, security systems, facility management systems, smart lockers, and point-of-sale systems, just to name a few. These products seem different at first glance, but they all have so much in common. All Connected Products combine both proprietary and “off-the-shelf” software, hardware, peripherals, and internet connectivity to deliver unique user services. Keeping these Connected Products up and running to deliver these user services is not a “nice to have”; it is imperative! Canopy’s ability to deliver on the promise of reduced downtime for these products comes from over a decade of supporting diverse product and remote device management needs. We’ve been able to see the “big picture” for these kinds of products through all this experience — and that big picture opens up all kinds of new possibilities for our customers and partners. Our customers choose Canopy for its ability to manage their unique fleets of connected products, but that’s just the beginning. Because Canopy makes remote device management so easy, Canopy elevates what product and support teams are able to do — moving from reactively solving problems to proactively solving them, and even opening up the door to new use cases. For now, take a spin through this short slider. Canopy automates remote device management for all these kinds of products — and many, many more. You’ll get a sense of the most common kinds of connected products we see, as well as their typical components. But you’ll also see that Canopy is designed to adapt to any kind of remote device you can dream up, no matter the configuration! Seriously… check it out! #goCanopy #connectedproducts

Self-service kiosks ... security cameras ... smart locks and lockers ... digital signage ... POS systems ... printers ... on and on. 📈 This kind of device — plus millions of other 𝗰𝗼𝗻𝗻𝗲𝗰𝘁𝗲𝗱 𝗽𝗿𝗼𝗱𝘂𝗰𝘁𝘀 — represent a booming kind of technology. This is tech you interact with every day. But unlike products you personally own, these devices are "unattended." No one's physically by the device, ready to help when things go wrong. Connected products 𝙢𝙪𝙨𝙩 𝙬𝙤𝙧𝙠 24/7 ... or else. Of course, as with all technology, things will assuredly go wrong. And that's where Canopy comes in. 🌳 Canopy provides remote monitoring and management software for connected products — e.g. self-checkout kiosks, security systems, smart lockers, and point-of-sale systems to name just a few. Product and technical support teams use Canopy to 𝗮𝘂𝘁𝗼𝗺𝗮𝘁𝗲 𝗿𝗲𝗺𝗼𝘁𝗲 𝗱𝗲𝘃𝗶𝗰𝗲 𝗺𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁. They have the means and know-how to manage thousands of their products at scale — to proactively attack downtime. But this isn't like traditional remote monitoring and management (RMM) for IT assets. Nor is it like mobile device management (MDM). No, 𝗖𝗮𝗻𝗼𝗽𝘆 𝗶𝘀 𝗯𝘂𝗶𝗹𝘁 𝘁𝗼 𝗮𝗱𝗮𝗽𝘁. 🌱 That means that whatever the configuration of the product, whatever unique software, hardware, peripherals, OS, network conditions, and on and on it has ... Canopy can manage that product ... and manage it like the extension of the business it is. But we're getting ahead of ourselves. For now, spin through this short primer to learn more about some of the most common forms of connected products. Then go to www.goCanopy.com to learn how connected product leaders automate remote device management for thousands of products globally ... with Canopy. #goCanopy #connectedproducts #kiosks #remotedevicemanagement

Watch some baseball ... and practice CPR? In the last couple weeks, attendees at the Rochester Red Wings (a baseball team) had just that chance, thanks to the "HeartSaver Hub Mobile Kiosk." This interactive kiosk offers the chance to practice this life-saving procedure via a short training session and, of course, hands-on practice plus a 30-second test. The device was created by UR Medicine and the American Heart Association, and is one of only four in the United States. The HeartSaver Hub was only a temporary installment at the baseball stadium. If you're lucky enough to come across one in the wild, give it a shot. See if you can beat the Red Wings mascot's score (93%). I always get excited about innovations with connected products, and I'd love to know more about how this product works. At Canopy we have worked on remote device management for just about every connected product you can imagine — but I have to admit, I hadn't imagined one of these before. That's the fun of this space! Connected products like this kiosk must work without technical oversight nearby. That means you have to think through all the possibilities, asking, "What could go wrong?" You also have to ask, "What could we do to fix an issue remotely?" For Canopy, this is a different kind of CPR: "Connected Product Resuscitation". Helping product and technical support teams keep connected products alive is what we do every day at Canopy. No, we aren't saving lives, but we are saving remote devices from becoming paperweights. #goCanopy #connectedproducts #remotedevicemanagement #kiosks

A lot must go right — so a lot can go wrong — for kiosks, POS. smart lockers, security and camera systems, and other connected products. Believe or not, the following 𝟭𝟬 𝗶𝘀𝘀𝘂𝗲𝘀 make up only 𝙤𝙣𝙚-𝙩𝙝𝙞𝙧𝙙 of problems: 💵 7% Bill Reader / Dispenser 𝗙𝗔𝗜𝗟𝗦 📺 6% Touch Screen 𝗙𝗔𝗜𝗟𝗦 🖨️ 6% Printer 𝗙𝗔𝗜𝗟𝗦 🔧 4% Part Replacement 𝗙𝗔𝗜𝗟𝗦 📸 3% Camera 𝗙𝗔𝗜𝗟𝗦 🖥️ 2% PC Issue 𝗙𝗔𝗜𝗟𝗦 💳 2% Credit Card (CC) Reader 𝗙𝗔𝗜𝗟𝗦 🔈 1% Sound/Speaker 𝗙𝗔𝗜𝗟𝗦 🙃 1% False Positive 𝗙𝗔𝗜𝗟𝗦 ⌨️ 1% Keyboard 𝗙𝗔𝗜𝗟𝗦 As for the remaining 𝟲𝟱% 𝗼𝗳 𝗶𝘀𝘀𝘂𝗲𝘀 causing downtime? Misconfiguration problems ❌ Network problems ❌ Software problems ❌ Power problems ❌ OS problems ❌ ... and within each of these Top 5 are subcategories — e.g. wrong device settings cause 60% of misconfiguration issues! With so much to keep track of, it's no surprise product and technical support teams get bogged down fielding customer complaints. Nor is it surprising that remedying remote issues adds up to expensive, manual trial-and-error technical support (trying to deduce the problem from afar) or, in the worst case, rolling a truck. 🚛 𝘽𝙪𝙩 𝙧𝙚𝙨𝙤𝙡𝙫𝙞𝙣𝙜 𝙧𝙚𝙢𝙤𝙩𝙚 𝙞𝙨𝙨𝙪𝙚𝙨 𝙞𝙨 𝙥𝙤𝙨𝙨𝙞𝙗𝙡𝙚! (Power loss 🔌 and network loss 🛜 only make up about 15% of issues.) For example, resolving wrong device settings, software and firmware versions, and other misconfiguration settings can be fixed 80–90% of the time. All of this is detailed in our new blog post on the top 5 downtime drivers. Find that here: https://lnkd.in/ezHuwuEs When you're ready, grab the research report, but for now, you can bookmark this post 🔖 for reference. Finally, next time you have a case of the downtime doldrums, remember: There's often a solution to device downtime — if you know where to look. 👀 #goCanopy #connectedproducts #kiosks #remotedevices