Product Description: IoT Asset Management for Salesforce

1. Overview and Context

2. Business Benefits

3. System Architecture and Integration with Salesforce

1. Overview and Context

IoT Asset Management for Salesforce is a modular solution that seamlessly integrates IoT data from machines and equipment into the Salesforce platform. It enables companies in the machinery and equipment manufacturing sector to optimize machine performance and availability through digital services. The solution is built on an extended "Asset" object in Salesforce, enhanced with specific features like machine hierarchies, maintenance calendars, machine documentation, and IoT data connectivity. It also includes a self-service customer portal template on Salesforce Experience Cloud, which combines technical information and customer service functions.

This solution is aimed at companies using Salesforce as a central platform and looking to digitize their service processes, transitioning from reactive to proactive and value-driven service offerings.

2. Business Benefits

• Centralized Asset Data Management: Access all relevant information such as maintenance history, real-time IoT data, and machine documentation directly in Salesforce.

• Proactive Maintenance and Reduced Downtime: Real-time monitoring and predictive maintenance help detect and resolve issues early.

• Improved Customer Satisfaction and Retention: Self-service portals empower customers to access information, submit service requests, and order spare parts independently, enhancing the customer experience.

• Increased Efficiency: Automated processes like generating work orders based on IoT alerts reduce manual effort.

• New Business Models: Companies can implement data-driven services like pay-per-use or equipment-as-a-service, unlocking additional revenue streams.

3. System Architecture and Integration with Salesforce

The solution fully integrates into the Salesforce environment and leverages core modules like Service Cloud and Experience Cloud. The architecture includes:

1. IoT Data Integration:

   • Connects IoT platforms and sensors to Salesforce using APIs or middleware (e.g., Heroku or MuleSoft).

   • Transfers data such as machine status, alerts, and operating times into the extended Asset object.

2. Modularity and Extensibility:

   • Widgets for specific functionalities like machine tree visualizations, maintenance planning, and digital twins.

   • Standardized interfaces for third-party integrations such as TeamViewer (remote support) or Empolis (knowledge management).

3. Customer Portal on Experience Cloud:

   • Provides customers with access to all asset-related data.

   • Supports self-service functionalities like spare part ordering and case management.

4. Data Analytics and Reporting:

   • Dashboards and KPIs for service managers to monitor metrics like machine uptime or maintenance costs.

   • Use of Einstein AI to predict maintenance needs and optimize service routes.