# Why Support is Key for IoT Success | Cygnus's James Grogan

- Show: [IoT For All Podcast](https://hardwarepodcasts.com/podcast/iot-for-all-podcast)
- Published: 2022-01-24
- Length: 28m
- Page: https://hardwarepodcasts.com/podcast/iot-for-all-podcast/2022-01-24-why-support-is-key-for-iot-success-cygnuss-james-grogan
- Listen: https://podcasters.spotify.com/pod/show/iot-for-all/episodes/Why-Support-is-Key-for-IoT-Success--Cygnuss-James-Grogan-e28bmpf

## Summary

James Grogan, CEO of Cygnus, explains how his company helps manufacturers support IoT products in the field using a remote access platform called Reach. He details the common failure mode where engineers are handcuffed to their first IoT deployment because support infrastructure is neglected, leading to scaling issues. Grogan cites an agricultural client case study where remote support reduced call volume by 90% and product returns by 75%. He argues that support must be designed into the product architecture from the start to ensure long-term success and customer satisfaction.

## Chapters

- [0:00](https://hardwarepodcasts.com/podcast/iot-for-all-podcast/2022-01-24-why-support-is-key-for-iot-success-cygnuss-james-grogan#t=0) Introduction and Cygnus Overview
- [2:30](https://hardwarepodcasts.com/podcast/iot-for-all-podcast/2022-01-24-why-support-is-key-for-iot-success-cygnuss-james-grogan#t=150) The Origin of Cygnus and the Support Gap
- [6:59](https://hardwarepodcasts.com/podcast/iot-for-all-podcast/2022-01-24-why-support-is-key-for-iot-success-cygnuss-james-grogan#t=419) The Reach Platform and Remote Support
- [10:30](https://hardwarepodcasts.com/podcast/iot-for-all-podcast/2022-01-24-why-support-is-key-for-iot-success-cygnuss-james-grogan#t=630) Engineers Handcuffed by Poor Support
- [14:22](https://hardwarepodcasts.com/podcast/iot-for-all-podcast/2022-01-24-why-support-is-key-for-iot-success-cygnuss-james-grogan#t=862) Why Support is Overlooked in IoT
- [19:13](https://hardwarepodcasts.com/podcast/iot-for-all-podcast/2022-01-24-why-support-is-key-for-iot-success-cygnuss-james-grogan#t=1153) Business Impact and ROI of Support
- [22:13](https://hardwarepodcasts.com/podcast/iot-for-all-podcast/2022-01-24-why-support-is-key-for-iot-success-cygnuss-james-grogan#t=1333) Best Practices for Support and Customer Expectations

## Topics

- [Connected products & IoT](https://hardwarepodcasts.com/topic/connected-products-and-iot)
- [Debugging & failure analysis](https://hardwarepodcasts.com/topic/debugging-and-failure-analysis)
- [Scaling production](https://hardwarepodcasts.com/topic/scaling-production)

## Most relevant to

companies scaling up

## Mentioned

- Cygnus (company)
- Reach (product)
- I3 Product Development (company)
- Ring (product)
- Zoom (tool)
- Microsoft Teams (tool)

## Related episodes from other shows

- [Proof of Value (PoV) with Paul Glynn, CEO of Davra](https://hardwarepodcasts.com/podcast/over-the-air/2022-08-18-proof-of-value-pov-with-paul-glynn-ceo-of-davra) (Over the Air)
- [The Anatomy of a Hardware Product Recall](https://hardwarepodcasts.com/podcast/over-the-air/2022-03-17-the-anatomy-of-a-hardware-product-recall) (Over the Air)
- [#014: Why Your IoT Project Still Hasn’t Taken Off — And How to Fix It](https://hardwarepodcasts.com/podcast/coredump-sessions/2025-08-05-014-why-your-iot-project-still-hasnt-taken-off-and-how-to-fix-it) (Coredump Sessions)
- [Why IoT Is Difficult with Jonathan Beri](https://hardwarepodcasts.com/podcast/the-amp-hour/2021-01-18-why-iot-is-difficult-with-jonathan-beri) (The Amp Hour)
- [390: Irresponsible At the Time](https://hardwarepodcasts.com/podcast/embedded-fm/2021-10-21-390-irresponsible-at-the-time) (Embedded.fm)

## Citing this page

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