The construction industry is one of the least digitalized sectors and has been struggling with efficiency gains for ages. To overcome this challenge, Hilti is developing software solutions to digitize the construction industry with the ambition to make construction better. Therein, IoT is one of the main pillars to achieve a significant efficiency boost for construction companies. However, developing and launching IoT products does not only transform construction companies that are using digital services but also, equally important, the suppliers, as they are typically mechanical engineering companies such as Hilti. One of the major challenges is to transform typical mechanical engineering companies into software service providers. In this transformation, Hilti is adding value for customers through novel digital technologies. As such, a product-service system results, and the organization becomes a software-service provider within a globally distributed ecosystem. This ecosystem is not controlled by Hilti exclusively but involves customers as actors, as well as third-party solution and service providers (hardware, software, computational resources). This chapter focuses on the disruption that IoT has on customer-facing processes in this ecosystem. We develop a domain-specific conceptual modeling approach to re-design and transform customer facing processes and the collaboration with third-party service providers for IoT software and hardware solutions in this ecosystem. For this we apply design thinking supported by the Scene2Model environment. We derive the problem from a customer perspective to develop customer support capabilities and an incident response partner involvement model.