CRM meets IoT – Why integration is essential
Nowadays, even the smallest electronic components contain sensors capable of detecting a wide range of conditions. Each of us has already had contact with different sensors – knowingly or unknowingly. Be it when using our mobile phones, smartwatches, fitness wristbands or smart home elements.
The sensors help us to optimize and simplify processes in the private environment. Examples would be measuring distance and speed while jogging, automatically closing windows based on moisture detection, or switching the heating on and off due to the outside temperature.
Sensor technology is already widely used in industry as well. The keywords IoT (Internet of Things) and Industry 4. 0 are used as synonyms. Every machine and even every electronic component already contains a large number of sensors and thus valuable information about the machine condition. This machine information offers the opportunity to optimize existing services or even to build completely new business models. However, most of the existing potential is not yet fully exploited.
The integration of IoT scenarios into existing process and system landscapes is essential.
Many of the existing IoT scenarios today run in a separate cloud or software solution and provide important information there. However, in order to benefit from the machine information in the medium and long term, an integration into your existing process and system landscape or rather a docking to your processes and master data is essential.
Most of the master and movement data are stored in an SAP ECC or S/4HANA and thus also in the itmX crm suite. The combination with equipment in the form of automated measuring points and the automatic triggering of service messages when certain thresholds are exceeded helps to make your processes in the service area even faster and more efficient. The trick is to send the service technician on a service assignment before the machine fails. This benefits not only the machine manufacturer, since it can provide a higher quality of its machines, but also the customer (who has the machine in use), since downtime is minimized or even completely lost.
This is exactly the scenario we have implemented within our itmX crm suite as part of our Innovation Labs!
itmX crm meets IoT
If you are or would like to deal with IoT, Industry 4. 0 and/or Predictive Services and do not yet know exactly how to combine this information with your existing processes and master data, then we are the right contact partner. Please contact us and we will be happy to help you.
