Always looking to bolster their offering, Salesforce has announced some new Internet of Things (IoT) capabilities for its Service Cloud console. Proving, once again, that their focus is always on improving the customer experience, this new addition will enable companies to automate requests for sending out customer service representatives.
Indeed, by letting companies use connected devices to troubleshoot problems with machinery even before they get on site, their use of IoT means that organisations will be able to quickly isolate a problem and deploy the right individual to fix any issue – potentially improving customer service by leaps and bounds.
Because all this data is kept within Salesforce, businesses can stay on top of all the admin associated with field workers and operations, and the tool features automated work order processes that are triggered by signals coming from the IoT devices – essentially cutting down the amount of admin work required to support repairs. Overall, this addition will dramatically improve the way that organisations harness Field Service Lightning to support their customers.
As Paolo Bergamo – SVP and GM, Salesforce Field Service Lightning, put it: “IoT-enabled products give organizations an opportunity to take a proactive approach to customer service, and the potential is limitless”. The technology is industry agnostic; with anyone from plumbers to traffic light systems able to harness the technology.
Indeed, Salesforce are certainly making a smart move by jumping on the IoT bandwagon, with Gartner predicting that there may be as many as 20 billion connected devices across the globe by 2020. Clearly, the technology and its potential impact on organisations is only going to increase. This is the perfect example of Salesforce evolving with the times – and exemplifies why they are one of the fastest growing software companies out there.
What do you think they will turn to next?