Last week, Salesforce and IBM announced partnership, and is welcome move when it comes to providing better customer experience, automation and making work force more productive and efficient. (https://www.salesforce.com/company/news-press/press-releases/2017/03/170306-2.jsp)
We at digiCloud Solutions Lab, have been working on creating a Proof Of Concept (PoC) using a LED enabled device (as a test device), IBM Watson IOT Platform and Salesforce for automating Add-on Sales and customer support service processes.
The use case for this PoC is – seamlessly running Opportunity creation workflow in Salesforce for parts that needs to be replaced of the product/machine, using predictive analytics and signals captured from the machine, creating a Case to replace the part at customer machine location, then marking Opportunity & Case as Closed, and setting machine system at original state.
In real life, this integration would help reducing down-time of the machine resulting in saving on production time and continues smooth operations, as the entire process is automated, very littile chance of human errors, and for the manufacturing company, it helps in real-time forecasting, bringing down inventory costs, and increasing profits!
Another use case of the PoC is to automate maintenance services using predicitve analytics. Based on measurement parameters coming from the machine via IBM Watson IOT Platform, and their interpretation logic, we can configure the Case creation workflow in Salesforce. Additionally, we can also attach photo or video of the machine at the time of reporting of an error/defect in the machine. Then the using Case assignment configuration in Salesforce – which includes for example, skills needed of the Service engineers, availability, location, etc, Case can be assigned with all the required details – so that Service engineer is well preapred before making a customer visit. This can even be taken further by allowing Service engineer to carry remote operations – for ex. turning the machine OFF/ON, running some analysis services remotely, directly from Salesforce. This helps in saving on service time and also efficiency and productivity of the service engineer.
We are now interested to discuss possibilities of implementing Salesforce – IBM Watson IOT integration for you or your customers. Please contact us at firstname.lastname@example.org
Note: Salesforce and IBM Watson are trademarks of resepctive companies. digiCloud Solutions is Salesforce Consulting Partner and IBM Partner.