WHY IS SALESFORCE LIGHTNING PLATFORM CRITICAL TO ITS SUCCESS

As Internet of Things has grown its roots in our day to day life, more and more of our data from our devices like phones, cars, home appliances etc. are exposed to the world. According to a recent study, it is found that more than six billion machines have come online forming a connected network (Internet of) Things that generates a daily data of more than 2 quintillion bytes. In simpler terms, this huge amount of data is enough to fill up approximately 58 billion of 32GB iPads daily. It is way beyond the human capacity to process this gigantic data and transform it to create a business impact. 

Salesforce IoT cloud provided the companies with a place to store huge data collected from the connected devices. The application of Artificial intelligence to it provides it with a new dimension and many more capabilities. Leveraging Salesforce Einstein and IoT, Sales Cloud can collect data from various connected devices, suggest rules and predict next actions.

With the use of Sales Cloud Einstein, businesses are equipped with the capability to consume this gigantic amount of data and create meaningful customer insights in real-time. By combining Salesforce Einstein along with the IoT data, the businesses will be capable of experiencing a new rise in IoT innovation. Companies can leverage the advantages of Sales Cloud Einstein in CRM from best Salesforce Consulting Companies.

IoT Cloud with PredictionIO

The Salesforce IoT cloud and PredictionIO, both play on the Apache open-source Frameworks like Spark, Storm or Kafka. Salesforce Apps developers will be able to build customized intelligent applications connecting logic with IoT data, all thanks to the Salesforce innovation that brought both these services together.

Analytical Score for IoT Event Data

By bringing the services like IoT cloud and PredictionIO closer, the customers can transfer data at a high speed to AI algorithms, which is trained to arrange for scoring/recording data and  indicating the behaviour of the connected device that needs a service update. 

Next Suggested Action

As the IoT Cloud is directly integrated with the primary CRM products, it is connected in such a way that it not only collects IoT data but also detects the conditions where the data from connected devices requires action at employees or customer’s end. By making use of Einstein, the IoT cloud is able to mention the next vital action depending on the situation like suggesting the launch of a particular type of marketing journey based on the observed patterns it has come across, or intelligently bringing an event to a particular representative’s notice who has successfully resolved such cases in the past, & delivered high customer satisfaction.

Optimize the Journey of IoT Device Automatically

Salesforce is working towards using Einstein’s technology to enable customers to optimize their device journey. In future, the customers will be competent to automatically update the rules governing connected device interactions by providing the device journey data into IoT Cloud Einstein. This will be beneficial for the customers as they will be able to restate IoT use cases in order to quickly get to business value.

HOW WILL INTEGRATION OF SALESFORCE EINSTEIN AND THE IoT TRANSFORM BUSINESS-

In the near future, the SaaS companies are going to completely transform the way we do business. This can be explained by understanding a simple example. Suppose your iPhone suddenly gets the hang. The factory reset is unresponsive and the screen freezes. Your daily job will be affected by this glitch and you will have no option but to wait for a week for the phone to be replaced. The replaced phone might not even include your existing contacts and other phone's data. This will all create a frustrating scenario.

Now imagine that your iPhone has a pre-installed sensor to auto-detect any error. This sensor detects your phone’s glitch and sends your case file in the Apple’s CRM platform. This sensor even directs your case automatically to a customer service agent and provides all your customer information and purchase history to them. Imagine that the agent is equipped with a contact centre solution integrated with its Salesforce Service Cloud with Salesforce’s AI, Einstein.

In this case:

1. The customer service gets notified automatically through your phone without any action taken by you.

2. The Customer Service agent receives your customer information and purchase history that enables him to trigger a replacement order with express shipping.

3. The agent notifies you on a call about the replacement being shipped. The Salesforce Service cloud has speech analytics that can record your call, capture your sentiments and stores information in Salesforce Cloud.

4. Speech Analytics program is able to detect any emotional changes in your voice while you express any concern during the call.

5. Salesforce Einstein can study your current sentiment and compare it with past purchase information and other customer service cases to suggest a relevant action. (eg: if the customer was concerned about the shipment time, the agent can prioritize his shipment for immediate delivery)

6. You receive your replaced phone on the same day- just moments after you notice the glitch.

7. The agent ports all your old phone’s data and contacts into your new phone by accessing your data that was stored in the cloud.

In this example, Salesforce AI Einstein and IOT work together to create an environment in which the customer receives the help from an agent before even noticing the problem. This way the company is able to gain complete customer satisfaction and emerge with the reputation of a Customer First Company. The customer wait time decreases from months to just a few hours- no hostile calls from the customers, no phone hold time, no scouring the customer’s information from their files.

This is just the scenario of the service front of the business. Other departments like Sales reps will also be benefited with this integration of AI with IOT. The CRM files can travel between sales and Service.  IoT could study the customer trends and trigger opportunities for upselling. With the help of AI, the leads can be prioritized based on the probability of success. This way the company’s sales will also increase drastically.

This is the future we are entering into and we are almost here.

Don’t you think it’s time to get the most out of your Salesforce solutions with Einstein! Contact us today for your Salesforce Einstein Integration Services.