Bringing Together the Power of CRM and IoT

Posted by CRMJetty on January 6th, 2020

According to research carried out by Gartner, more than 25 billion devices will be connecting by 2020. And, here we are, already in 2020.


As per the Gartner's research, IoT forms a connection between people-to-people, people-to-things, and things-to-things.

Apart from that, it also changes the way we live and constantly transforms our surroundings. For example, it expands the internet connectivity beyond the basic devices like laptop, mobiles, etc. and even connects devices like thermostats, our watches, etc.

With such larger capabilities, it can make a win-win combination with CRM products. For example, Sugar CRM client portals help businesses serving their customers for better. Now, when you combine them and IoT together it can help you in serving your customers in a better way.

Mixing Automation for Ease:

IoT changes the way we live, and Sugar CRM transforms the way enterprises operate. Imagine the wonders the combination of these two can create. For example, this synergy helping the environment of predictive and preventive functionalities to send alerts for future actions. Such a system will notify customers in advance before they come across any problem, provide a service or the solution to the issues they might face. Additionally, it will decode the buying pattern of the customer in real-time, helping the SugarCRM customer portal to include them in the right marketing campaign.

IoT decodes the buying pattern of customers in real-time by sharing data that help your staff members to use in the SugarCRM client portal or application to find the correct way of a marketing campaign.

The Possibilities

Yes! You can integrate the "Internet of Things" with the Sugar CRM client portal and its applications.

The following are the three vital components of IoT. They will be generating huge benefits for various organizations:

  1. Sensors
  2. Wireless Internet Connectivity
  3. Data Processing Capability

Recently, Gartner did a study on the drivers of CRM applications. According to that study, the most important attributes for CRM drivers are Mobile, Cloud, Big Data and Social Networking. Not only this but they even stated that the Internet of Things is said to be the fifth driver after these four.

Let's understand that with an example.

Suppose, there is a hearing aid company. It has become more advanced by introducing technology aspects. Now, it is trying to bring innovative features in their product lists.

Those features could be Long battery life, Bluetooth compatibility, noise reduction. Not only this, but it is also introducing products for controlling hearing aid devices through smartphones.

Here is how the synergy of IoT and CRM can work in the below scenarios:

  • A customer's hearing aid's instrument battery is malfunctioning and needs replacement in a few days. So, here IoT will help in notifying the status of the machine. This will even help the staff to inform customers about the issue actively and update them. Additionally, this will help customers to replace the battery and will make sure that they do not face issues while using the product.
  • Considering the second scenario, a customer's hearing aid is still under warranty and failing to work properly. Here, the IoT will make sure that your staff comes to know about it immediately. Your customer service representative can call the customer and they can even get the failed hearing aid replaced as it is under warranty.
  • Due to some reason, if a customer is not using the new features of the hearing aid, here IoT analytics will be helpful to you. The analytics will send alerts and your support team will reach out to your customers to ask them for training to make them aware of those new features and they can start using them.

Wrapping it up:

The IoT and CRM help you in the functioning of sales and marketing in multiple ways. The real-time data generated by IoT helps you to understand your customers in various ways.

It helps you in knowing the usage of products, purchase patterns of customers, understanding the opportunities for cross-selling or upselling, etc. These aspects help your sales team to understand and analyze the IoT generated data.

Additionally, it will help you reduce the cost of market research and your team can focus on potential users with this data. Not only this but after studying important aspects of these users, your staff can run a number of campaigns to turn them into customers.

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Joined: March 12th, 2019
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