DevicePilot IoT Service Monitoring Case Study
公司规模
SME
地区
- Europe
国家
- United Kingdom
产品
- DevicePilot IoT Service Monitoring
技术栈
- Salesforce Service Cloud
- Slack
- Zendesk
实施规模
- Enterprise-wide Deployment
影响指标
- Productivity Improvements
- Cost Savings
技术
- 平台即服务 (PaaS) - 连接平台
适用行业
- 汽车
适用功能
- 维护
用例
- 远程资产管理
- 预测性维护
服务
- 系统集成
关于客户
DevicePilot is a company that specializes in service monitoring for IoT devices. Their customers have connected devices deployed in the field, and services are delivered on top of these devices. DevicePilot helps their customers ensure that their service gets delivered. One of their customers is POD Point, the UK's largest electric vehicle charging network. DevicePilot collects all the data and telemetry, from all of the POD Point pods, and monitors their status. They can tell their customers whether they're meeting the SLA agreed with their key end-users. The DevicePilot product can also help their customers with the process of effective triage and resolution, helping them fix their pods quicker so that their service is optimized to their end-users and revenue increases.
挑战
DevicePilot's customers, such as POD Point, have connected devices deployed in the field, and services are delivered on top of these devices. The challenge was to ensure that these services are delivered effectively and efficiently. Initially, the company needed simple notifications to be distributed to various platforms like email or Slack. The next step was to integrate tickets into the service management platform, which required bidirectional programmatic links with the customers' ticketing CRM system. This was a time-consuming process, taking around 10 minutes to create a ticket manually.
解决方案
DevicePilot integrated with POD Point's Salesforce Service Cloud and Slack messenger. This enabled DevicePilot to send a notification if there was ever a problem. The customer could click on the link in the Slack message, which would take them to a DevicePilot screen that showed them the issue. They could then create the ticket in Salesforce Service Cloud automatically. This process significantly reduced the time taken to create a ticket. Another key integration flow was for a customer integrating with Zendesk. It completely automated the relationship between any problem detected and the ticket creation, ensuring reliability. This process saved the customer significant time and improved data/information quality.
运营影响
数量效益
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