With the onset of the pandemic, organizations worldwide fast-tracked their digital transformation endeavors overhauling their internal tech stack and data capabilities. An immediate need to move physical operations online largely propelled the process. From closing sales deals over business dinners, we had quickly moved to engaging with clients in digital spaces. Among the many challenges the pandemic ushered in, the one that daunted every organization was ensuring a stellar customer experience against all odds.
Salesforce known for its cutting-edge solutions has been consistently deploying emerging innovative technologies like the Internet of Things (IoT) to empower them. IoT is driving business growth by enabling real-time management of critical systems across industries. It comes as no surprise that the global IoT cloud platform market is all set to cross USD 5262.7 million by 2025.
The high demand for automation across sectors has contributed to the growth of the IoT-connected machines market. By 2027, the global IoT connected machines market is predicted to touch USD 1.3 trillion with North America holding a dominant position with its 2019 revenues standing at USD 91 billion.
Salesforce is helping enterprises combat modern challenges in a digital-first selling world with solutions that can help them soar and serve their customers better.
Explains Warren Wick, EVP AMER Commercial Sales and Chief Revenue Officer, Sales Cloud, “Over the past year, we held more than six million calls with customers to understand what they needed to be successful as they worked to transform their business with more urgency than ever before. We’ve reimagined Sales Cloud to guide every company as they rethink the digital sales experience, from leads to coaching to processing revenue.”
Enterprises are now generating 21% more sales leads every day in 2021 as compared to the previous year thanks to Salesforce. There are several success stories to tell when it comes to Salesforce and the many organizations it has been helping worldwide to drive growth and offer a better customer experience. With IoT Cloud, Salesforce is also helping them bridge the customer experience gap. We will tell you how.
The IoT edge from Salesforce
IoT is an ecosystem; one where physical objects are connected across geographies through an IP address that connects them via the Internet. The devices connect, communicate, and help users come up with real-time insights and analytics to improve business outcomes. Salesforce has been offering IoT services through Salesforce IoT Cloud, Salesforce IoT explorer, and Salesforce Einstein services, to facilitate data collection and analysis.
As per a survey conducted by Forbes Insights in collaboration with Intel involving 700 executives from diverse industries, it was observed that practically all the industries had witnessed significant improvements in several areas including customer experience.
Salesforce IoT Cloud connects devices, apps, sensors, software, etc. to collect contextual data and give a better understanding of the customer journey. This enables enterprises to engage with customers and help them better with proactive customer support. While many have been investing in IoT adoption, their success rate varies greatly. But those who have leveraged the Salesforce platform have been able to integrate the data obtained from IoT into their CRM systems to reimagine the way they serve, sell, and promote. Most importantly, it has helped them take a step further towards their customers closing the experience gap in the most meaningful manner.
Customer experience has always been looked upon as a critical factor for enhancing customer satisfaction, brand loyalty, and revenues. Salesforce understands this well and offers a world of benefits to its users. The top ones include:
Seamless connectivity between devices and users
The profiles of customers are linked to the devices they use and this creates seamless connectivity to streamline operations and respond to events in real time. Tesla’s self-driving cars are a classic case in point and set an example as to how much you can achieve with IoT.
General Motors with its crisis assistance services came as a savior during hurricane Dorian wherein it could help those trying to escape the hurricane with real-time direction, free calls, routing to shelter and basic amenities, an in-vehicle WiFi hotspot, and much more.
Real-time analysis based on context
Without customer context, it would be impossible to analyze past behaviors and take remedial action in real time. Machine learning plays a big role in providing it. Data collected from diverse locations and devices give a realistic picture of what’s happening and where taking into account customer history, service history, and location.
Opportunities to serve better
With so much information at hand, you get to know exactly how the products are performing, whether they are due for maintenance, are there any new updates, is the warranty about to expire, etc. Salesforce IoT Cloud helps you manage all of this with the help of predefined rules that are orchestrated based on performance metrics.
The Sales and Support teams are instantly notified if the product fails to perform as per the expected standard. This kind of data helps in predicting behaviors while providing opportunities to enhance customer retention.
Offers a low-code, user-friendly platform
The fact that Salesforce employs low-code ensures that enterprises don’t have to recruit dedicated staff or a data scientist to manage IoT-related processes. A few clicks and you get all the information you need.
With the right triggers and responses in place, IoT takes away the stress and sends data to relevant platforms. A simple act like generating a lead form for a customer whose product is about to fail can have a positive impact on the customer experience while ensuring a substantial reduction in costs.
A win-win for all
A proactive approach strengthened by the extraordinary capabilities of Salesforce IoT Cloud enables you to understand your customers and engage with them in more meaningful ways. Salesforce allows you to export your IoT data in whichever format you want. It is easy to integrate into diverse business environments and there are multiple use cases that are currently being powered by IoT.
Salesforce Einstein with the help of AI technologies helps teams across departments like sales, marketing, and IT become more predictive and proactive when it comes to offering a stellar customer experience. Salesforce IoT Cloud empowers enterprises with IoT-driven tools and data-driven solutions to build trust and fill the customer service gap efficiently.
As Victor Abelairas, GM of Tridium Innovation at Honeywell Connected Enterprise explains, “Our sellers were able to continue their sales process virtually without skipping a beat. But more importantly, we were able to empower the rest of the company to stay engaged with the sales team and know what was happening with customers at all times, without having the day-to-day interaction in the office that they were used to. At the end of the day, we want to provide a better customer experience by understanding our customers more holistically than we would have otherwise.”
Deliver a better customer experience with Trigent
Our team of Salesforce consultants can help you integrate Salesforce IoT Cloud within your business environment to help you respond faster and serve better.
They understand exactly what it takes to enhance productivity and improve revenues. They can help you understand the many nuances of Salesforce IoT Cloud right from IoT implementation to customization to create engaging customer experiences.