Microsoft Sets the Stage for IoT-Enabled CRM
Microsoft is betting that the Internet of things (IoT) will not only transform how enterprises manage connected devices, but also how they provide customer service and support. The Redmond, Wash., software maker today released the Spring 2016 Wave update for its Dynamics CRM customer relationship management platform and announced its Connected Field Service solution for organizations seeking to provide maintenance services in the IoT era.
Connected Field Service can be used by support and maintenance organizations to more precisely manage their roaming workforces based on the information gleaned from their customer's IoT data.
"In a Connected Field Service scenario, IoT-enabled devices are continuously monitored and anomalies are detected, generating alerts that trigger automated actions or service tickets and workflow according to service-level agreements," explained Jujhar Singh, general manager of Microsoft Dynamics CRM, in a May 23 announcement. "Availability and proximity of service technicians with the right skills and tools are then matched against the service requirement and routed to customer locations to take preventive action."
Coinciding with Microsoft's upcoming Customer Driven virtual event, the software giant plans to kick off the Connected Field Service beta on June 7.
With the Connected Field Service offering and the Dynamics CRM Spring 2016 Wave, Microsoft aims to usher in an era of intelligent, IoT-powered customer service.
Microsoft today also announced the general availability of the Spring 2016 Wave update for Dynamics CRM. Included in the update are new machine-learning scenarios for Microsoft Social Engagement that enables businesses to take stock of how their brands are regarded on social media and act quickly when dissatisfied customers vent their frustrations on Twitter and Facebook.