A Hands-On Demonstration for Connecting Products into the Salesforce Platform

Editor's Notes

• #6: Etherios is a division of Digi International, Your Internet of Things experts. Enterprise grade connected device systems. Hardware, software and professional services to connect, control and engage. Provide return on investment and get closer to your customers. Enterprise-grade connected device solutions Connect - IoT hardware, connectivity, wireless design services Control - Device Cloud platform: data & device management Engage - The Social Machine, Salesforce & custom applications
• #7: CONNECT Hardware Devices, sensors Cloud Connector - Effortlessly interact with cloud: tiny footprint, any device, secure, free Wireless Design Services Connectivity – wireless, cellular, etc. turn ideas into realities, reduce risk and time to market CONTROL Device Cloud Just like SFDC, an award-winning, multi-tenant, massively scalable solution Device management, security, data storage, rollups, alarms, carrier tools Access: For humans - Device Cloud user interface For machines – Industry standard open APIs one use for those great APIs…TSM ENGAGE The Social Machine Available on SFDC AppExchange Integrates Device Cloud with SFDC seamlessly… clicks not code Object model contextual to CRM Familiar user interface… SFDC “look and feel” Leverage SFDC reports, dashbaords, cases, Chatter, and more Salesforce.com CRM Services Salesforce.com Platinum Partner, top-rated worldwide in customer satisfaction, all consultants are salesforce.com certified, recognized by salesforce.com as an “Innovator in the Cloud” Advisory Services: Has the capabilities to listen, understand and develop a comprehensive solution that encompasses more than just the technology.
• #8: We are here to talk about Connected Products. Why you would want to connect a product to Salesforce? There are many reasons. Customer Problem Statements: “We have devices in the field, but we don't know what they're doing!” “We find out about machine issues only when customers calls!” “When customers inform us of the problem, it creates negative social sentiment.” “Poor customer service is costing us both money and goodwill!” We're going to focus on one, Preventative Customer Service Connected Products: Create business efficiencies Break down silos Improve customer service New sources of revenue Get closer to customers
• #9: Cloud is the ability to accommodate enormous peak-to-average ratios… - Peter Coffee, Vice President & Head of Platform Research for salesforce.com Fast: Time to market Easy: Administrator not Developer level skillset required to configure and maintain Connectivity: Connect any Device into the salesforce.com Platform through The Social Machine® Flexibility: Optimize your business processes through Application Configuration Management: Remotely Service, Manage & Monitor your Devices Security: SAS70, ISO 27001, NIST, CSA, NERC CIP compliant Scalability: Manage Large Amounts of Data in the Cloud
• #10: A preventative service model can help us solve problems before they impact the customer…or even before they happen! In a preventative service model, we: Connect to deployed assets in the filed Control and manage the data remotely Engage with business process and people In the past, companies set up call centers, staffed them up and they waited for the phone to ring to REACT to a customer inquiry or issue. They are continually focused on metrics such as Average Call Handle Times, First Call Resolutions, Caller Satisfaction. BUT a challenge the company was faced with was the amount of information they had available to them at the time of that call. They needed to solely rely on what the caller was reporting They didn’t have access to the data from the device That being said the standard result was the deployment of a field service technician This was a cost to the business Also, the service technician was also deployed with limited information on the problem So, when the field service technician got on-site it took them MORE time to investigate the root cause of the issue AND with limited information prior to deployment increased the probability that they did not have the right part in their truck to resolve the issue THIS Led to A repeat visit by another field service tech More time has passed for the device to be down Customer that is not satisfied
• #20: Customer Companies that are leading the internet of Anything revolution are… Driving Down Operational Costs and Increasing Customer Satisfaction leading to Retaining Existing Revenue and Growing New Revenue streams Companies that “get” this model understand what Etherios calls “The Anatomy of an M2M Solutions” Save Time and Money - Drive Down Operational Costs Increase machine up-time with 24x7 visibility into performance Perform tasks remotely and reduce truck rolls Increase Operational Efficiency Create cases automatically based on real-time machine data Move to “Just-in-time” servicing and eliminate milk runs Increase Customer Satisfaction Proactively identify issues and resolve them faster Notify customers of issues before they occur Identify New Revenue Streams Provide new services to customers Increase cross-sell/up-sell opportunities