EBOOK: Nurture Customer Experiences with AWS IoT and ... › rs › 112-TZM-766 › images...Salesforce is the world’s #1 CRM company. Our industry-leading Customer Success Platform

EBOOK:

Nurture Customer Experiences with AWS IoT and Salesforce IoT Cloud

Contents

Introduction

Challenge: Connecting IoT Efforts to your Business Applications

The Ideal IoT Solution

Example architecture

Add customer context to your data

Automate smart actions to promptly serve and connect

Secure your IoT deployments at virtually any scale

Conclusion

About

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EBOOK: NURTURE CUSTOMER EXPERIENCES WITH AWS IOT AND SALESFORCE IOT CLOUD 2

The Internet of Things is transforming businesses at a rapid pace by providing new forms of customer engagement, better use of data to iterate products, and more efficient processes overall. These outcomes are helping organizations drive new business from their network of connected products, while significantly reducing operational overhead.

For example, IoT can enable businesses to develop innovative service models that leverage streams of real-time data to help them better serve their customers.

Or, businesses can boost their field service team performance by using IoT data to prioritize their time based on where they are needed the most. While the benefits are clear and the possibilities are endless, the path to adopting a successful IoT solution can come with its challenges.

- State of IT Report; Salesforce

76% of surveyed high-performing IT leaders view IoT as a Critical or High Priority

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Introduction

3EBOOK: NURTURE CUSTOMER EXPERIENCES WITH AWS IOT AND SALESFORCE IOT CLOUD

Today, companies are investing billions of dollars into their IoT infrastructure, but many struggle to quantify the return on investment (ROI) due to complexities in designing and deploying solutions, as well as difficulties in establishing direct cause-and-effect relationships for business results*.

Part of this challenge stems from the inability to connect your IoT infrastructure with your business applications. If the massive amount data your IoT deployments are generating is siloed from the systems you use to engage customers, it is extremely difficult to implement action that directly impacts their satisfaction and ultimately drives revenue. That is because systems, like your customer relationship management software (CRM), contain contextual data about your customers – such as their needs, preferences, usage patterns, buying histories, and more – that helps you orchestrate more personalized interactions. For instance, when loyal customers are in close proximity to your business, you could automatically push special offers on their favorite products to their mobile devices. Without contextual data, companies cannot trigger the appropriate actions to entice their customers, and thus, find it challenging to add meaningful value with IoT.

Additionally, IoT solutions are often complex and code heavy. Not only does this add to the challenge of connecting IoT to your business applications, but it makes it difficult to empower your business users, since the skillsets that are able to drive value from existing IoT solutions are more often technical users. This is alarming because business users are often defining your company’s strategy for using IoT and determining which specific events should trigger which corresponding experiences. If IoT is not accessible to them, their ability to build, test, and iterate logic freely – and in turn impact your overall success – is greatly limited.

26% of surveyed IT organizations are currently experiencing a skills gap in IoT3

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Challenge: Connecting IoT Infrastructure to your Business Applications


- Measuring the Strategic Value of the Internet of Things for Industries; Gartner

- https://insights.ubuntu.com/2017/07/31/how-to-pick-a-winning-iot-business-model-infographic/

Many businesses have been able to capture data through their existing solutions, but now they are sinking in seas of data that they just cannot process. The ideal IoT solution is one that bridges the gap between the sea of data on your network of things and your core business systems, so that your users can more easily leverage IoT in a meaningful way. By providing a seamless integration between your IoT infrastructure and your business applications, AWS and Salesforce have delivered an elegant solution that transforms your business processes through IoT.

AWS IoT gives you the flexibility to connect, manage, and operate large fleets of devices for an application. The combination of scalability and security mechanisms for data transmission make up a foundation for IoT communication, that enables you to share valuable IoT data with other AWS services as well as your Salesforce Clouds.

Salesforce IoT Cloud allows you to make IoT data actionable for your sales and services teams by connecting streaming IoT data to customer context data in your CRM. You can then build logic around specific device states, so that actions are triggered in real-time, reflecting changes in a state.

Together, Salesforce and AWS provide a multitude of possibilities for you to create meaningful experiences through IoT. For example, you could build logic that automatically creates a service case in Salesforce Service Cloud whenever your customer’s product has an issue. Or, you could implement more efficient supply chain practices by monitoring the demand of your products in real-time and triggering restocks at the optimal moment.

The Ideal IoT Solution


Example architecture

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“Connect your IoT infrastructure to your business applications”

EBOOK: NURTURE CUSTOMER EXPERIENCES WITH AWS IOT AND SALESFORCE IOT CLOUD

Device Management Customer Experience

Salesforce IoT CloudAWS IoT

ConnectedGateways

ConnectedObjects

Communicatewith devices

Build 360 degreeviews of customers

and devices

State-BasedOrchestration Engine

Translate businessgoals into action

Web hooks to any publicAPI via HTTP REST

3rd Party Public APIs

DeviceGateway

WebObjects

Device Registry

Device Shadow

Transform and Route

Rules Engine

Journey(Business Logic)

Connect with all Salesforce Clouds

Sales

Service

Marketing

AppsProfiles (Events + Context)

Event Data Event + Context data ACTION

Connect and Manage Things

Salesforce IoT Cloud helps you better serve customers by leveraging and enriching device profiles based on CRM data and enabling your users to orchestrate sales, service, and marketing triggers at a personal level.

As you collect more data from your IoT deployments, you build a complete 360° view of your customers with insights including product usage, buying patterns, and more.

This contextual data helps you orchestrate more personalized actions, that take into account your customers’ preferences to deliver the outcome that is most appropriate to them at an individual instance.

81% of surveyed IT leaders believe IT is entering a new era driven by customer expectations

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Add customer context to your device data



With Salesforce IoT Cloud, you can quickly create and manage orchestration rules with a simple, point-and-click interface, visually building out logic for any event or condition to trigger actions based on the real-time contextualization of data.

These actions can result in a lot of different outcomes, such as alerts, emails, or messages, as well as interactions with other Salesforce Clouds, like the creation of a service ticket.

Additionally, you can automatically route IoT data to specific AWS services for storage and analysis.

By providing all of this in a point-and-click interface, Salesforce IoT Cloud empowers business users to visually build out intelligent logic (flow) for any event

80% of surveyed high-performing IT leaders are hyperfocused on transforming tech to provide the best possible customer experiences

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Automate smart actions to promptly serve and connect with customers


- State of IT Report; Salesforce - State of IT Report; Salesforce

As defined in the AWS Shared Responsibility Model, AWS manages the security of the cloud, while you are responsible for securing workloads deployed on the cloud. To help you with this initiative, as it pertains to IoT, AWS IoT utilizes concepts of identity, least privilege, encryption, and authorization throughout the hardware and software development cycle.

• Mutual authentication and encryption are applied at all points of connection, so that data is never exchanged between devices and AWS IoT without a proven identity.

• Traffic is encrypted to and from AWS IoT over Transport Layer Security (TLS).

• AWS IoT policies, certificates, and AWS Identity and Access Management (IAM) are designed for explicit, whitelist configuration of the communication channels of every device in your IoT ecosystem.

AWS IoT enables you to scale to billions of devices and trillions of messages, as well as support IoT deployments around the world with the AWS global footprint.

In addition, Salesforce IoT Cloud is powered by Thunder, a scalable event processing engine, designed to ingest and analyze billions of events. Together, AWS IoT and Salesforce IoT Cloud give you a reliable solution to support your business’ IoT efforts at virtually any scale.

Security is the top inhibitor IT organizations face when trying to integrate data sources for a shared single view of customer data

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Secure your IoT deployments at virtually any scale



Conclusion

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Salesforce IoT Cloud and AWS IoT streamline your ability to drive value from your network of things by seamlessly connecting your IoT ecosystem to your business systems.

Now, you can create more personalized experiences through IoT with minimal overhead and empower business users to build, experiment, and innovate event orchestration.

With the ability to scale to billions of devices and trillions of messages, this solution solves for a multitude of use cases across all industries.

EBOOK: NURTURE CUSTOMER EXPERIENCES WITH AWS IOT AND SALESFORCE IOT CLOUD

AWS IoT

Salesforce IoT Cloud

Learn More

https://aws.amazon.com/iot-platform/

https://www.salesforce.com/products/iot-cloud/overview/

Salesforce is the world’s #1 CRM company. Our industry-leading Customer Success Platform has become the world’s leading enterprise cloud ecosystem. Industries and companies of all sizes can connect to their customers in a whole new way using the latest innovations in cloud, social, mobile, IoT and data science technologies with the Customer Success Platform.

For 10 years, Amazon Web Services has been the world’s most comprehensive and broadly adopted cloud platform. AWS offers more than 90 fully featured services for compute, storage, databases, analytics, mobile, Internet of Things (IoT) and enterprise applications from 42 Availability Zones (AZs) across 16 geographic regions in the U.S., Australia, Brazil, Canada, China, Germany, India, Ireland, Japan, Korea, Singapore, and the UK.

AWS services are trusted by millions of active customers around the world monthly -- including the fastest growing startups, largest enterprises, and leading government agencies -- to power their infrastructure, make them more agile, and lower costs.

To learn more about AWS, visit https://aws.amazon.com.

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© 2017, Amazon Web Services, Inc. or its affiliates. All rights reserved.

EBOOK: Nurture Customer Experiences with AWS IoT and ... › rs › 112-TZM-766 › images...Salesforce is the world’s #1 CRM company. Our industry-leading Customer Success Platform

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