In the early 90s and 2000s, customer service was about face to face communication, emails, and telephone contact. After the arrival of the Internet of Things (IoT), the face of customer service changed for good.

Let’s get into the nitty-gritty detail to know what Internet of Things (IoT) is. Internet of Things (IoT) is the network of physical devices, vehicles, home appliances, and other software items which are connected to the internet and enables these devices to connect, collect and behave as per the surrounding environments using embedded sensors, processors and communication hardware.

With the evolution of CRM, smartphones and cloud-based application Internet of Things is growing and becoming stronger day by day.

Haven’t we all imagined a smart home where lights are turned on automatically as you enter home. At morning when you get up, your favorite music starts and an automatic kitchen where the coffee pot starts brewing when you come out of the washroom.

The above things seemed like a science fantasy movie a few years back but thanks to the Internet of Things (IoT), now these all are possible. All the home appliances, smart devices are connected and communicate with each other which makes this wonder happen.

If the Internet of Things (IoT) add magic into your day to day life then just imagine the benefits it will bring into the customer service sector. According to a report of Gartner, 8.4 billion connected things will be in use worldwide in 2017, up 31 percent from 2016, and will reach 20.4 billion by 2020.

IoT also makes machine smart. Smart products can identify faults, communicate with the technical support and initiate actions to resolve them. All this happens before your customer is even aware of the issue.

With the help of Salesforce IoT, your support team can easily track the actual usage and new opportunities emerge from that data. Before that, you have to find out useful IoT data for your business. Now with the help of Salesforce IoT, you can actually create program based on your own idea with minimal coding in the Lightning Platform.

After implementing IoT for your business, it is really important to organize and manage volumes of data. A small volume of data can be managed easily but if you have a large volume of data we have another solution called Einstein.

Einstein will assist you with data on how to manage it and based on the activities and trends. For example, it will assign data to the team to solve an issue, flag them as per the requirement.

That’s all folks for today. That’s all for this article, in case you require Salesforce Implementation Partners or Salesforce IoT expert, then please feel free to reach out to us at

About Author
Nirupama Shree
Nirupama Shree
Nirupama Shree is currently working as a Business Analyst at Girikon, managing projects related to Salesforce. She has work experience in requirement gathering, blogging, maintaining client relations and has experience in technologies like Salesforce, Magento, Opencart. In her leisure time, she loves listening to music.
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