Companies redefine CRM and Service by connecting Machine-to-Machine (M2M) data to the enterprise
Chicago, IL and Foxboro, MA (May 22, 2012) — Etherios and Axeda Corporation are enabling real-time data from connected machines and products to automatically populate a leading customer relationship management (CRM) solution, extending the value of key asset information company-wide. Axeda is the leading cloud-based service and software for managing connected products and delivering machine-to-machine (M2M) applications. Etherios is a cloud computing expert services provider, delivering customer success for hundreds of organizations.
By extending the Salesforce Service Cloud out to the connected asset, Etherios and Axeda are redefining customer service and technical support by providing users with a 360 degree view of their customer and product interactions in one place.
“We believe that the shift to a more social enterprise is a positive disruptive force for businesses around the world,” says Mike Dannenfeldt, founder and CEO, Etherios. “A big part of this shift is what we call The Social Machine™, which Axeda has brought to life. They have been at the forefront of M2M for years and it is great to collaborate with a partner that not only understands the market and technology today, but where it will be five years from now.”
By connecting real-time product data from the Axeda® Platform to Salesforce.com, valuable asset information such as owner, location, product configuration, health status, usage, and alerts, automatically populates the customer profile — enabling users to view an asset as they would a contact. Axeda and Etherios also enable connected machines to “talk” directly to the CRM platform and automatically trigger business process workflows such as automated case creation, pay-per-use billing, warranty management, and more.
“Machines and products of all types are connecting to networks at a rapid rate. Axeda delivers a virtual cloud for these connected products that allows companies to listen to machine chatter and collaborate with assets as they would with their customers and employees,” said Keith Bartlett, Axeda’s vice president of business development. “Working with an expert integration partner like Etherios to enable cloud-to-cloud CRM integration will unlock the value of The Social Machine™ and its business intelligence for our customers.”
Recognized as an “Innovator in the Cloud,” Etherios has deep understanding of the Customer Service and Technical Support best practices as it relates to case management, assignment, workflow, routing, escalation, collaboration, reporting and analytics. Extending these processes out to additional constituents including Sales, Product Development and Engineering, and Supply Chain truly drives value throughout the customer’s organization.
Axeda and Etherios take advantage of customer service and support processes already deployed through the CRM solution and extend them out to The Social MachineTM. Through the integration, The Social MachineTM is also mobile-enabled through the CRM platform, providing access by field service technicians to key information via mobile devices.
“Integrating machine data into CRM extends the value of that information beyond service and support,” said Michael Maoz, vice president and distinguished analyst, Gartner, Inc. “With information access and better insight as to what is happening with each customer, companies are in a great position to utilize information that had historically sat in silos to now improve processes to help both the customer and the enterprise.”
Learn more about The Social Machine™ by joining Etherios at Axeda Connexion 2012 (June 4-7 at the Boston Marriott Cambridge, Cambridge, MA.) Visit http://connexion.axeda.com to register.
Also join Etherios and Axeda on June 20 for an educational webinar: What Happens When Connected Products Chatter? They Create a Social Machine: https://www1.gotomeeting.com/register/576342240
Etherios is a cloud computing expert services provider, having helped hundreds of organizations develop and implement their IT strategies for cloud computing in CRM, system integration, training, and custom & mobile application development. Founded in 2008 by senior technical architects and professional services executives, Etherios advises on and draws from industry-leading cloud-based technologies also including Google, Apple, and Amazon Web Services to enable Customers' success.
Etherios’ partners and clientele range from small businesses to Fortune 500 companies across a diverse array of industries. Etherios’ deep understanding of custom, service and sales cloud solutions and its expansive multi-industry knowledge enable its consulting and development teams to produce best-in-class cloud computing solutions. Etherios has offices in Chicago and Dallas providing consulting, development & training services from coast to coast in the US and abroad.
Axeda provides the leading cloud-based service and software for managing connected products and implementing innovative M2M application — taking the cost and complexity out of connecting and remotely servicing the products of the world’s leading companies. Axeda customers use its M2M cloud service to deliver innovative M2M solutions and optimize their business processes with data from their connected products.
By relying on the Axeda® Platform to power their connected products, companies are transforming their business by improving customer satisfaction, reducing costs, and generating new sources of revenue. The M2M solutions behind these connected products range from remote service, fleet management, usage-based insurance, asset tracking, mHealth, and more. Join our developer community at: http://developer.axeda.com and learn more at www.axeda.com.