Outcreating Connected Product Experiences in Manufacturing with AWS

About the Client

The client is a fast-growing manufacturer of smart kitchen appliances, headquartered in Asia, with customers across 20+ countries. It sells directly through digital channels and supports a growing installed base of connected devices in the field.

Growth created new expectations overnight. Customers wanted reliable product experiences after purchase, not just at checkout. Internal teams needed real-time visibility into devices, faster resolution for service issues, and a simple way to push updates without disrupting customers.

At the same time, order volumes spiked during seasonal peaks, crossing 300+ orders per day. The client needed an operating model that could keep up with demand while maintaining predictable cloud run costs and consistent customer experiences across markets.

Business Challenges

The client had moved past the “single product” phase. It now had to run a connected product business across 20+ countries, support tens of thousands of devices in the field, and handle seasonal demand spikes without breaking customer experience or operations.

Key Challenges Included:

• E-commerce could not keep up with demand and complex fulfillment: 

  The legacy store struggled with peak volumes and multi-country logistics workflows, slowing order processing and increasing operational friction.

• Devices did not have reliable, secure cloud connectivity: 

  Without strong device-to-cloud communication, the business could not capture real-time telemetry or send remote commands with confidence. 

• Firmware updates and troubleshooting stayed manual and slow: 

  Teams handled firmware management and issue resolution with too much hands-on effort, which increased support load and delayed fixes. 

• Data sat in silos across devices, orders, and support: 

  Scattered data limited visibility into device performance and customer experience, which made it harder to spot patterns and prevent repeat issues. 

• Releases carried high operational risk: 

  Manual deployments and fragile run practices raised the chance of downtime and regressions, which blocked frequent improvements across global markets. 

LTM’s Solution

With LTM as its Business Creativity partner, the client built an end-to-end, cloud-native loT ecosystem on AWS to connect devices, channels, and operations into one operating model.

LTM designed the ecosystem across devices, mobile apps, web console, ecommerce, analytics, and DevOps so teams could run the business with real-time visibility and lower operational risk:

• Connected IoT platform for secure device-to-cloud operations: 

  LTM engineered a backend on AWS IoT Core with Message Queuing Telemetry Transport (MQTT) messaging to enable secure, bi-directional communication. AWS Lambda processes device telemetry, DynamoDB stores it, and S3 archives it. Unique device certificates support real-time data collection and remote command execution at scale.

• Over the air (OTA) firmware management and remote troubleshooting: 

  Enabled OTA firmware updates, remote feature rollouts, and automated troubleshooting to reduce manual effort and speed up fixes. The solution also includes device simulation, allowing teams to test changes safely before deployment.

• Modern ecommerce platform built for peak demand and multi-country fulfillment: 

  The team built a modern store using ReactJS, Angular, Node.js, and Python. The platform orchestrates order validation, payments, inventory, refunds, and logistics integrations, with automated workflows to support peak seasons and multi-country fulfillment.

• Mobile apps and secure support experiences:

  LTM developed apps for device configuration, recipe selection, firmware updates, and customer support through chat and video. The solution integrates AWS Cognito, API Gateway, AppSync, SNS, and notifications to ensure secure, consistent communication.

• Real-time analytics for operational insight and proactive maintenance: 

  LTM streamed telemetry and transactional data through Kinesis into Redshift, Athena, and Elasticsearch. Dashboards help sales, support, and marketing teams spot patterns, detect anomalies, and move toward proactive maintenance.

• Industrialized DevOps and observability for global operations: 

  Introduced CI/CD pipelines, automated testing, and centralized monitoring and logging, the team supported frequent, low-risk releases and global visibility across environments.

Business Benefits

With a cloud-native IoT ecosystem and modernized digital operations on AWS, the client can scale connected product experiences while gaining stronger control over costs, reliability, and service delivery. 

Secure telemetry and remote control for tens of thousands of devices, with OTA updates and proactive support.

• Improved order throughput and operational efficiency: Order processing time improved by 40%, helping the business handle 300+ orders per day during peak seasons with better consistency.

• Predictable cloud economics at device scale: Cloud run cost stays at about  USD 0.083 per device per month, supporting growth without runaway infrastructure spend. 

• Faster fixes and fewer manual support interventions: OTA firmware updates and remote diagnostics reduce hands-on troubleshooting and shorten time to resolution for device issues. 

Conclusion

By partnering with LTM to build a cloud-native IoT ecosystem on AWS, the client moved from a standalone hardware product to a connected, data-rich platform that integrates device operations, ecommerce, and service delivery into a single system. The new architecture enables secure, real-time connectivity, automated updates, scalable digital commerce, and deeper operational visibility. 

With stronger IoT, analytics, and DevOps foundations in place, the organization is better positioned to expand into new markets, launch additional connected products, and introduce AI/ML-driven experiences with more control.