Salesforce

Improving CRM Practices with Salesforce IoT Cloud
Improving CRM Practices with Salesforce IoT Cloud Raju G

Improving CRM Practices with Salesforce IoT Cloud

Those who wonder why Salesforce implementation services are so sought after, all they need to do is reflect upon the very nature of businesses. The only thing in business that has not changed over time is the customer. No matter what the business maybe about, it would amount to nothing if a customer is not convinced to make a purchase.

However in the last few years we have seen the evolution of commerce. From being essentially local comprising of face to face interactions, commerce is now global whose primary deterrents could be loss of network or mobile connectivity.

Today people and objects are connected to the internet to access information, communicate with other people and to do business. As a result of which the concept of IoT (Internet of Things) evolved. IoT is the technology which connects people and devices in order to make life easier.

As IoT is evolving from buzz word to best practices, businesses are looking to generate value from the huge amount of data that is being generated as a result. To that end, customer relationship management can be improved drastically using a platform such as Salesforce to integrate IoT.

Salesforce Implementation – An Important Step for Every Business

A customer relation management(CRM) system often refers to a web application or a particular software which helps the organisation focus on individual customers. Salesforce is one such relationship management service which also sells a suite of complementary suite of enterprise application support focused on customer service. Salesforce is one of the largest and most popular cloud platform providers in the world. It offers its CRM solutions through various platforms such as

  • Sales Cloud: Incorporates marketing, sales, customer service and business analytics into a single platform
  • Service Cloud: Helps companies that sell services and/or products. Features such as call centre, email and chat, google search, contracts and entitlements can be used. Salesforce Media services is one of the more popular services under this.
  • Marketing Cloud: The marketing cloud incorporates integrated solutions for customer journey management, email, mobile web personalization, content management and so on. A simple search for marketing cloud case studies can reveal how beneficial this is proving for organizations who have gone for Salesforce implementation.
  • IoT Cloud: A sophisticated platform for storing and processing IoT data.

There are others as well like Commerce Cloud, Community Cloud, Analytics Cloud and App Cloud. A CRM platform helps companies target different audiences and can be used across departments to ensure that all customer facing teams are empowered with the right data to create the best possible customer experience.

Evolution of Salesforce IoT Cloud

As mentioned earlier, Salesforce IoT cloud  provides a platform to store and process data. Salesforce consulting firms have been laser focused on finding new ways of combining device data and customer data which empowers organisations to build a completely customer centric business.

The Salesforce IoT cloud captures customer data everywhere today, be it human interaction or sensors or devices or website engagements, or email history, mobile events and so on. This kind of data is a treasure trove of information for a business to work on for better customer engagement. On the other hand, security is a top technical concern for organisations that deploy IoT systems. This is because companies have almost no control over the sources and nature of hardware and software utilized in their IoT networks. Many connected devices have little or no cybersecurity protection. However Salesforce IoT helps to build an IT infrastructure with regulatory compliance by utilizing access tokens for secure access.

CRM Practices Benefit with Salesforce IoT Cloud Implementation

Salesforce integration with IoT devices enables businesses to keep customer data updated and address their growing expectations in the following ways:

  •  No Code Approach

Salesforce IoT Cloud allows business associates to carry out their IoT processes without much IT knowledge.  This reduces cost and enables organisations to test business ideas more readily.

  • Enhanced Data Analytics

Salesforce uses Einstein Analytics, a business analytics software built in the cloud to enhance cloud processing. Einstein Analytics enables users to build and customise their own analytics apps using prebuilt components. The importance of managed IT infrastructure helps to achieve this in an organised manner.

  • Improved Customer Acquisition

Today the impact of cloud computing on retail business is undeniable. This is evident from the  fact that every product connected to the cloud, enables the sales team to access information about every single product.  Based on this the sales team can analyze the data to predict customer behaviour and requirements.

 While benefits vary by department or industry, 6 benefits that help every user are

  • Trustworthy reporting
  • Dashboards that showcase data
  • Improved messaging with automation
  • Proactive service
  • Efficiency enhanced by automation
  • Simplified collaboration

Harnessing the full potential of Salesforce IoT Cloud requires a focused approach to it. Managed service providers  are Salesforce consulting firms, with technical staffing services  that help with extensive CRM services. The Salesforce implementation consultants will help the organisation to explore options, research data, offer recommendations, begin development and implementation and provide support.  Salesforce implementation services include support right from installation till thereafter ironing out several changes on the path to achieving optimal business growth.

IoT has the potential of taking customer satisfaction to a much higher level than that which exists. Service based on actionable IoT insights empowers an organisation to be able to look into the future with respect to customers needs. Utilizing IoT and CRM brings forth innovative ways of connecting with customers. Salesforce is already ahead of the competition in adopting IoT technology.  The commitment to digital transformation by the CRM vendor, Salesforce, is obvious with the Salesforce IoT platform. The Salesforce implementation services will ensure the integration into the business needs of the company.

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InfoVision is a Global IT Services and Solutions company offering Strategic Resources, Enterprise Applications and Technology Solutions. InfoVision’s specialized Technology Solution offerings include Mobility, Outsourced Product Development, Business Intelligence and Big Data Analytics, DevOps, IoT, Testing Services and Cloud Services. InfoVision’s Integrated Value Delivery capability is the combination of proven talent, technical depth, delivery discipline and domain expertise.

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7 Things the Salesforce IoT Cloud Can Do
7 Things the Salesforce IoT Cloud Can Do Raju G

7 things the Salesforce IoT Cloud can do for you

Salesforce IoT Cloud – the IoT service by Salesforce helps businesses deal with big data gathered through various operations, locations, and connected devices. Its proactive approach aids in developing a relationship with customers thus improving customer interaction and retention. It provides insights on how to reshape organizations to conduct business more fruitfully. Salesforce cloud services helps companies maintain the big data generated through customer interactions use it in meaningful ways.

  1. Connected Customer Profiles

Cloud migration is almost a necessity for  businesses to have a winning edge in today’s competitive world. Salesforce IoT Cloud is one such platform that businesses can use to create complete customer profiles. The data from customers’ connected devices can then be used to improve customer management. Control apps used in IoT Cloud platform send service notifications to cater to demands of the business. Sensors receive real-time data and transmit the same to keep the customer profiles updated.

  1. Customer Context

For a business to grow, it needs the right data that will help it stay ahead of its rivals. Salesforce IoT ensures providing the customers with adequate information, predictions, and analysis to conduct the right operations. Customer Context stores and analyzes past behaviors and actions that play a vital role during real-time decision making. The Customer Context takes into consideration customer location, customer history, service history, and technical staffing services and combines it with IoT device data to suggest the next plan of action.

Salesforce Thunder

Thunder, the event-processing engine in Salesforce, helps in capturing, filtering and responding to the events occurring real-time and even perform database management and data analytics. It enables users to set filters to identify relevant data from data streams. Thunder streamlines the accumulated data to make it usable for analysis and machine learning.

  1. No Code Platform

Salesforce IoT Cloud platform applies a low code approach. It allows businesses to carry out their day-to-day IoT activities without any direct interaction with the IT department. Salesforce IoT Cloud is capable of taking care of the bulk of processes after the right triggers and responses are put in place. These triggers and responses send the IoT device data to Salesforce core systems such as Service Cloud, Marketing Cloud, and other platforms. Furthermore, it automatically creates an action item. Salesforce cloud services can automatically create a Lead form for a customer whose product is about to fail.

  1. Identify Prospects

With Salesforce IoT Cloud where each product is connected to the Cloud, the sales team can identify items that are outdated and nearing a warranty time limit. The team is also aware of the items that need to receive a new update or the ones that are performing below the required standard. Data analyzed by Salesforce cloud services also help create custom offers and send them to customers before a warranty deadline. As a result, Salesforce IoT Cloud helps in improving customer acquisition and retention through a completely automated process.

Set Rules to Check Product Performance

Organizations need to set a rule based on performance metrics to benefit from cloud computing in retail. Whenever a product performs below a metric, an automatic entry is made to the Sales and Customer Support teams. The respective team can then analyze and predict customer behavior and customer needs and do the needful.

  1. Data analytics

Across the CRM, customized actions can be taken based on the data analysis obtained from managed services provider. A critical step here is to process data collected from enterprise systems, external data, website logs, and sensors available on IoT devices. Salesforce IoT Cloud produces visualization reports, predictions, trends, and patterns.

Salesforce Einstein Analytics

Salesforce uses Einstein Analytics to enhance data processing. It helps CRM users work with sensor data, relevant ERP records, website logs and other relevant channels. Impact of cloud computing on retail business can be humongous. With all this data, CRM users get an in-depth picture of how the products and services are used, and can accordingly predict trends.

  1. Seamless Integration with Other Applications

Salesforce IoT Cloud is a complete package in itself and can be used as a standalone service for data storing and processing. However, it can also be integrated with other Salesforce products or third-party systems such as enterprise application support used by the company. The unified integration ensures steady flow of useful data from sources and between versatile enterprise systems.

  1. Salesforce IoT Cloud and AWS

Several organizations use both Amazon Web Services and Salesforce for effective IoT solutions as they understand the importance of managed IT infrastructure. In this arrangement, AWS IoT Device Management receives information generated through connected devices. The data is organized in AWS and AWS IoT. An AWS IoT connector connects this data to Salesforce IoT Cloud. The data is sent to the respective platform such as Salesforce Customer Success Platform, third-party CRMs, or other output devices through Salesforce IoT Cloud. Based on the data analysis result, customized actions can then be taken across the CRM.

Conclusion

Salesforce IoT Cloud is a huge platform for businesses irrespective of their verticals to respond to the changing customer needs and their proactive approach to solving customer issues. The IoT cloud platform is the future for businesses to provide the much-needed support to their customers.

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InfoVision is a Global IT Services and Solutions company offering Strategic Resources, Enterprise Applications and Technology Solutions. InfoVision’s specialized Technology Solution offerings include Mobility, Outsourced Product Development, Business Intelligence and Big Data Analytics, DevOps, IoT, Testing Services and Cloud Services. InfoVision’s Integrated Value Delivery capability is the combination of proven talent, technical depth, delivery discipline and domain expertise.

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How To Integrate Salesforce and SAP With Best Practices
How To Integrate Salesforce and SAP With Best Practices Raju G

How to Integrate Salesforce and SAP with Best Practices

A salesforce and SAP Integration seems to be the way forward in achieving better brand value and profits for the organization. Salesforce is a cloud based customer relationship management software solution for sales, service, marketing, analytics and building customized applications. SAP on the other hand stands for Systems, Applications and Products in Data Processing that assist enterprise software to manage both their business operations and customer relations. A salesforce SAP integration brings in the possibility of better customer service leading to enhanced business profits.

Businesses embracing both a salesforce to manage front end information about their customers and SAP on the backend have a unique advantage in managing and tracking customer relationships.  Organizations that integrate the two gain added business function through enhanced productivity and insights that create new value. This in turn enhances customer interaction.

Benefits of Salesforce SAP Integration

The advantages of integrating Salesforce and SAP are plenty.

  • Effective data management with business intelligence capabilities
  • Improved invoice creation
  • Real time error management
  • Processing of orders in real time for optimal outcomes
  • Accelerated cash flow
  • Maximizing ROI (Return on Investment)

However despite their prevalence, getting the Salesforce SAP integration right is a challenge many organizations face. Both are complex solutions built to be proprietary, standalone offerings that are not designed to work with another software. SAP is built as a back end solution and many of its offerings were created much before the age of cloud computing in retail business. In contrast Salesforce is a cloud pioneer and created for front end use.

Mapping out an organization’s processes would be the best place to start with when Salesforce and SAP integration is being considered. Approaching integration through the lens of a process rather than simple data mapping or end to end connectivity will make the business more scalable and efficient. The rapid adoption of cloud technology is impacting how enterprise application support is developed and implemented to assist in the same.

Salesforce SAP Integration Challenges

 Integration requires the right approach and the right enabling technologies. Technical issues could include adapters and interfaces, communications, semantic mediation, format conversion, security and the core approach to be taken.  Some of the challenges commonly encountered are

  • SAP is an on premise software whereas Salesforce is a cloud solution
  • Synchronizing and contact data from SAP to Salesforce
  • Salesforce users generate quotes using products and price book information that need to be linked with corresponding opportunities in SAP. Whereas product and pricing information in SAP need to be synchronized with Salesforce.
  • The need to process opportunities in Salesforce till order and execution in SAP also need to be considered.
  • Relevant data such as related order history and current financial status need to be accessible in real time for the Salesforce user.

There are several options to achieve optimal integration and the idea is to leverage the best approach for the organization’s integration requirements. The importance of managed IT infrastructure is enhanced during such important operations, a point that every organization must make note of.

Step-by-Step Process of SAP and Salesforce Integration

The main steps for integration of SAP and Salesforce are as follows

  • Login to Salesforce Development Account
  • Go to setup option and type API in the Quick Find box
  • Download the required WSDL file
  • Use the Salesforce WSDL to create the required SOAP project
  • Create WSDL/XSD with the help of the following steps
  • Create an upsert request using SOAPui
  • Subsequently create XSD for that request using external tools
  • By importing the external definition, that was created in the previous step, create another ESR object
  • Message map by creating SOAP requests
  • Next an API lookup code is needed for session ID and server URL
  • Thereafter an ID configuration is needed
  • In order to do that first create 2 ICOs by getting data from ECC then sending it to Salesforce

Infovision with their cloud migration expertise and as a managed service provider with their technical staffing services is a trusted partner for achieving  Salesforce SAP integration.

Conclusion

The aim of every company is to earn revenue. Integrating Salesforce to SAP is an essential step towards this since there is a central need to bring these frameworks together in order to meet the prerequisites of the business.

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InfoVision is a Global IT Services and Solutions company offering Strategic Resources, Enterprise Applications and Technology Solutions. InfoVision’s specialized Technology Solution offerings include Mobility, Outsourced Product Development, Business Intelligence and Big Data Analytics, DevOps, IoT, Testing Services and Cloud Services. InfoVision’s Integrated Value Delivery capability is the combination of proven talent, technical depth, delivery discipline and domain expertise.

2020 © Copyright InfoVision. All rights Reserved.

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