How is IoT Transforming CRM?


IoT for CRM 

When we predicted which trends will shape ERP software in 2019, we heralded the Internet of Things (IoT) as one of the biggest game changers in the coming year. However, this trend isn’t limited to ERP. CRM systems are increasingly leveraging IoT technology to improve front-end processes. By connecting devices, products and equipment to the internet, IoT drives insights throughout departments, including sales, marketing and customer service. The combined powers of IoT and CRM enhance efficiency and visibility to help businesses respond quickly and effectively to customers. 

But how exactly is IoT transforming CRM and driving business improvements? Below, we explain the impact of IoT and CRM on your enterprise performance. 

Optimize Customer Service 

Wouldn’t it be great if you could fix errors in products before customers even noticed them? Or avoid these errors altogether? When issues do occur, wouldn’t your service reps and customers love for the problem to be solved quickly and accurately, preventing the situation from happening again? Sounds too good to be true, but these are the improvements that manufacturers are already seeing when they connect IoT devices with their CRM systems.  

When your CRM software has access to data from your products, you can detect lapses in performance and locate the cause of the problem before your customer even realizes any issues. Then, your CRM can automatically create a service ticket, ordering the correct part or dispatching appropriate field service workers to perform necessary maintenance. This proactive approach to customer support increases satisfaction and efficiency.  

Furthermore, service agents have access to a complete record of your customer. Armed with previous support tickets, account changes and a wealth of information, your support team has everything it needs to comprehensively address each client’s concerns. Salesforce IoT in Field Service Lightning is already providing all this functionality, empowering businesses to transform customer service through innovation and data.  

Increase Sales 

With customers valuing service more than ever as they make purchasing decisions, the enhanced support that results from connecting IoT and CRM will lead to higher sales. But there are other exciting sales opportunities that businesses can take advantage of when they leverage the power of their IoT technology. For example, IoT data can detect customer dissatisfaction, so you know when to reach out to customers or offer discounts to retain their loyalty.  

This information provides opportunities for upselling and cross-selling, as well. Smart devices can let you know how, when and where your products are being used by specific customers, encouraging highly personalized customer experiences. Marketers can leverage these insights to deliver content and offers to particular segments at just the right time. Based on their practices and needs, customers can receive relevant product recommendations, helping you win their repeat business.   

Wrap Up 

When you utilize IoT and CRM to become a more connected enterprise, you can discover innovative ways to connect with customers. Salesforce is already ahead of the competition in adopting IoT technology. With Salesforce IoT, the CRM vendor proves its commitment to digital transformation. Always on the cutting edge of enterprise software, Salesforce equips businesses with the latest tools to optimize front-office performance. 

For over 20 years, Datix has provided CRM, ERP and eCommerce solutions for a variety of manufacturers and distributors. A certified partner of both Microsoft Dynamics 365 CRM and Salesforce, we help businesses find the best fit for their unique needs. Plus, with our Unity integration solution, our consultants can instantly connect your ERP and CRM systems to streamline operations. The pre-built application is rapidly installed and maintained by our integration experts, making it a hassle-free method of maximizing the value of your software. 

Get ready for the future of customer relationships. Contact Datix today to learn more about our premier software solutions and services!


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