This document discusses how AWS IoT and Salesforce IoT can help companies realize value from their IoT investments and digital transformations. It provides an overview of the AWS IoT and Salesforce IoT platforms and how they can be combined to securely connect devices, analyze and act on IoT data, and integrate IoT solutions with CRM systems. Examples are given of how specific companies like Enel and Wärtsilä have used AWS IoT and Salesforce IoT to improve customer experiences and business operations through IoT applications.

1. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Translating the Promise of IoT into
Business Value and Customer Success
Lindsey Irvine, Vice President—IoT, Salesforce
Mark Relph, Head of Global Business Development
S a l e s f o r c e I o T + A W S I o T
November 27, 2017

2. The Fourth Industrial Revolution
Second Industrial Revolution
ElectricityFirst Industrial Revolution
Steam
Third Industrial Revolution
Computing
Fourth Industrial Revolution
Intelligence
Automation
AI
Robotics
IoT
IoT is central to the next wave of innovation
1784 1870 1969 Today

3. Connected
Always On
Smart
Every Thing Customer Is Connected
Behind Every
Device is a
Customer

4. Every Company Wants a Digital Transformation
$1.3 trillion will be spent on IoT by 2019

5. The Boardroom Conversation Is Shifting
What’s the strategy to monetize these investments?

6. Devices & Sensors Analytics & Insights Change ManagementConnectivity &
Infrastructure
Business Applications
IoT Solutions Are Complex
Connecting, Communicating,
Securing
Platforms, Providers,
Building Blocks
Responsive, Actionable,
Relevant
Customer Experience,
Engagement, Action
Adoption, Utilization, Scale

7. Smart CRMThings Connectivity IoT Platforms
Building Blocks of Digital Transformation
IoT Infrastructure Customers

8. Customers
IoT
Infrastructure
It’s Our Job to Make It Easy for Trailblazers in IoT
AWS and Salesforce partnering to connect your products to your customers
Smart CRM

9. Introducing AWS IoT +
Salesforce IoT
Combined expertise of industry leaders to help you
realize value in the Internet of Things
Mark Relph, Head of Global Business Development
markrelp@amazon.com

10. Securely Connect Devices to AWS with AWS IoT
Things Cloud Intelligence
AWS IoT
Analytics
▪ Amazon Kinesis
▪ Amazon EMR
Artificial Intelligence
▪ Amazon Machine Learning
▪ Amazon Rekognition
Database
▪ Amazon Redshift
Management Tools
▪ Amazon CloudWatch

11. The AWS IoT platform that enables you:
To securely connect
devices to AWS and
other devices at scale
To route, process
and act upon data
from these devices
To enable applications
to interact with devices
even when they are
offline
To fully integrate with
other AWS services to reason
on top of the data
(Analytics, Databases, AI, etc.)
Benefits of AWS IoT

12. Physics ComplianceEconomics
Value of Processing Data at the Source

13. Moving Data to the Edge

14. Respond quickly
to local events
Local AWS Lambda
Runtime
Operate
offline
AWS-grade
security
AWS Greengrass
Reduce the cost of
IoT applications

15. How do you connect your IoT
infrastructure to your CRM to create
engaging customer experiences?

16. Connect Your IoT Infrastructure to Your CRM
AWS IoT Salesforce IoT
Sales
Service
Marketing
Business Apps
Salesforce
Low Code Orchestration
Customer Context
Automated Action
Connectivity
Device Management
Data Rules Engine

17. Salesforce IoT: IoT for Every Trailblazer
Bring the power of CRM to any connected device
Low Code Orchestration
Trusted low-code technology allows anyone to easily
launch an IoT strategy in days, not months
Integrated IoT and CRM
The full context of your customer relationships factored
into each IoT decision
Proactive Customer Engagement
Connect with customers across any channel,
revolutionize the way you sell, service,
and market

18. The Salesforce IoT Architecture
What makes up Salesforce IoT
OUTPUTS
Take Action in Salesforce and
external systems via APEX Triggers
INPUTS
Ingest data from
anywhere
HTTP POST via
Platform Events
CONTEXTS
Build 360° views of
customers and devices
ORCHESTRATIONS
Translate business
goals into action
Context State Machine
Rules Engine
Platform
Events
Data
SFDC
Object
Contextual Data
SFDC Output
Platform Event
Platform
Event
Platform
Event
Apex
Trigger
Real-time
Processing

19. Make Every Employee an IoT Trailblazer
Compose Smart Logic
Familiar Salesforce UI makes creating IoT rules and
complex, state-based logic simple
Automate actions across Salesforce
Link IoT data to your existing business applications with
clicks not code, and automatically drive action into any
Salesforce application
Rapidly test, learn, launch, and adjust
Easily modify your business rules and IoT orchestrations
based on customer feedback and changing business
priorities

20. A Simple Version of How This Works
Connected Things AWS IoT Salesforce IoT System of Customer
Engagement
+
ACTION

21. Device Management Customer Experience
AWS IoT Salesforce IoT
Connected
Gateways
Connected
Objects
Web Clients Device
Gateway
Communicate
with Devices
Transform
and Route
Rules Engine
Connected
Things
Enrich IoT data
with customer
context
Customer Context
Orchestrations
State-based
Orchestration
Engine translates
business goals into
action
Connect with all
Salesforce Clouds
Third-Party Public APIs
▪ Service
▪ Field Service
▪ Sales
▪ Marketing
Event Data Event + Customer
Context
ACTION
AWS IoT
A More Detailed Architecture

22. Proactive Service
Proactively monitor and maintain your products, and
automatically deliver proactive service before an error
occurs
Proactive Sales
Discover new sales opportunities based on real-time device
data
Proactive Customer Engagement
Develop new revenue streams and business models that
wrap your products with meaningful customer services
Deliver Personalized, Connected Customer
Experiences

23. Customer Success in IoT Today

24. Customer Success Story: Enel
Leading integrated electricity and gas
operator
62,000+ employees
Operates in ~30 countries
Only utility listed in the “Fortune Change
the World” 2017 list

25. Problem
Enel looked to drive innovation by creating a
unified IoT architecture that gave all
business units the ability to leverage and
build upon IoT systems, while testing new
use cases. Additionally, their flagship unit
looked to drive new proactive services tied
to the connected home.
Solution
At a global level, AWS IoT and Salesforce IoT
make up a foundational architecture that all
business units are able to leverage. The first
business driven use case comes from the Italian
regions, where customers that buy Enel
connected products can benefit from proactive
services in their home.
Impact
By using AWS IoT and Salesforce IoT,
Enel was able to accelerate their ability to
build and test IoT solutions, minimizing
development work required for running
IoT pilot projects, and are now able to
better serve customers with IoT-powered
CRM solutions that help drive proactive
services.
Customer Success Story: Enel

26. Customer Success Story: Wärtsilä
Marine engineer manufacturing and
services
18,000+ employees
Present in 70 countries

27. Problem
Wärtsilä needed to predict, with a high
degree of accuracy, when the marine
engines they manufacture require service.
Understanding and accurately predicting
the service schedule is vital for Wärtsilä to
increase their service and parts revenue
because customers can opt to use other
parts manufacturers and service
companies if an engine requires service
prior to Wärtsilä knowing about it. Their
existing models were between 40% and
50% accurate.
Solution
Wärtsilä used AWS IoT to ingest GPS data and
route it to Amazon Machine Learning, where
new models for predicting engine failure were
constructed. The outputs of this model were
then used to represent different device states
within Salesforce IoT. As soon as device state
changes occurred, Wärtsilä could automate a
number of actions in Salesforce.
Impact
Wärtsilä can now predict engine failure with
greater than 90% accuracy, and automate
actions such as the creation of opportunities,
customer/service team notifications, and
service tickets when a failure is imminent.
This allows them to proactively reach out to
their customers, increasing parts/service
sales.
Customer Success Story: Wärtsilä

28. Bo Mangels
Product Marketing, Salesforce IoT
IoT Demo

29. How do YOU blaze your trail in IoT?

30. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
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