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The buzz around new yet revolutionary technology IoT doesn’t seem to stop any time sooner and there are ample reasons for this popularity. It is to be noted that IoT is neither about individual devices, sensors, apps, machines, etc. nor is it about changing physical things into data transmitting devices. In fact, IoT presents the possibility that real-time data can be leveraged to create connected customer experiences that eventually decrease operational downtime, enhances customer outcomes while creating new opportunities for generating increased ROI. 

According to a report shared by Gartner, more than 20 billion connected things with the ability to generate humongous data points will come into existence by 2020.   

Businesses that learn to create value and meaningful insights out of this data will stay ahead in the race.  

How could IoT be leveraged to Deliver Superior Customer Experiences? 

Today, most organizations are on a digital transformation journey – a journey that will transform them from meager service providers to providers of superior customer experiences. To achieve this objective, businesses need to connect their physical devices to their customer experiences. So, how do businesses go about this? 

To leverage the tremendous potential of IoT, businesses need to invest in four important areas: 

Physical Assets/Things: These are referred to as devices, apps and other objects that have software', sensors, etc. embedded within them. On being connected, these devices can receive and send data.  

Connectivity:  It refers to the devices that transmit data to other systems and networks and the way these devices or things connect over the networks. If it is about providing wireless connectivity for these devices, then you must get in touch with companies that offer specialized service in this area.  

Device Management: To make the most of IoT, it’s important to manage connected devices, ensure proper storage of all the data transmitted, keep their firmware up to date. You can make an online search to shortlist a relevant IoT device management platform as per your need. 

Customer Experience: Since, data gathered from all the connected devices help create new types of customer experiences, it’s important to connect the customer experiences with the Internet of Things via a system of engagement like Salesforce.  

Though, several companies have already invested in the aforementioned areas, only a few have managed to achieve success in IoT. This is because they failed to connect their systems with a robust system of engagement such as Salesforce. 

You can avail Salesforce consulting services from a reliable service provider if you are looking to integrate Salesforce within your IoT ecosystem.


How Does Salesforce Help Bridge the Gap? 

It isn’t easy to monetize your investments without investing in a system that could impact your customer experience. Salesforce – one of the best CRM available has helped bridge the gap between customer experience for connected things and IoT infrastructure. Also, Salesforce IoT allows for new ways of integration of business applications in a way that engages your employees, customers, and partners such as (service cloud, Sales Cloud, etc.) alike.   


In a nutshell, Salesforce IoT empowers organizations to scale their IoT strategies by providing them with tools they would require to turn humongous data points from connected devices into customer experiences.However, to ensure efficient functioning of your Salesforce system, you must seek Salesforce support, as well as maintenance.


Michel is currently a Salesforce Consultant at Girikon working for the company for nearly five years. Experienced and Salesforce Certified x 3 with a history in the information technology and services industry, skilled in, JQuery, SQL, Creative Style Sheets (CSS), Java .