Salesforce announces Connected Assets, a new suite of capabilities for Manufacturing Cloud that gives manufacturers a comprehensive, real-time view of their connected asset data — including service history, status, customer and telematics information — so they can better manage assets, monitor health and performance, and act on real-time data.
With Connected Assets, sales, customer and field service teams can now provide real-time alerts to customers, faster, more informed support, more personalized offers and services and accelerate repair times to increase customer satisfaction, all from one platform. Manufacturers can also use new AI capabilities to surface deeper insights and recommendations based on asset condition, performance, service history and other data, as well as provide proactive maintenance and real-time recommendations for customers and field technicians.
“The manufacturing industry is in the midst of a historic transformation as the entire sector looks to modernize and adapt to an AI era. Connected Assets and the new sector-specific AI capabilities we have developed for Manufacturing Cloud will help our customers come out on top by improving customer and service experiences, increasing asset performance to reduce costs, and powering new, revenue-generating features and services. And soon with Agentforce, Manufacturing Cloud customers will be able to arm their sales, customer and field service teams with agents that can monitor and act on connected asset data at scale so they can focus on more strategic, higher-value work," says Achyut Jajoo, SVP and GM of Manufacturing and Automotive at Salesforce
Key Takeaways:
- With Connected Assets, manufacturers can now:
- Bring together all of their data: Data Cloud for Manufacturing, which includes the Connected Asset Data Model and Data Kit for Manufacturing, helps manufacturers unify this structured and unstructured data from different sources– such as telematics and ERP systems — into a common model. This makes it easy to monitor, analyze and understand asset performance and customer experience over time to proactively respond to their needs and improve satisfaction.
- Gain a comprehensive view of their assets: Connected Digital Asset gives sales, service, and retail representatives a complete picture of an asset — including service history, status and real-time telematics data — so they can make faster, more informed decisions when supporting their customers or technicians in the field. A sales representative, for example, can quickly determine if a customer’s heavy equipment is nearing the end of its lifecycle and proactively reach out to offer a discount on the newest model.
- Monitor asset health and performance: Asset Performance Monitoring enables service teams to easily monitor key performance data, like asset condition and operating status, to quickly identify potential issues with equipment and machinery and proactively alert customers, helping to avoid costly downtime and production stoppages.
- Act on telematics data in real time: Actionable Telematics Framework helps manufacturers ingest, monitor and act on comprehensive telematics data– such location, on-board diagnostics, and information from enabled services. For example, service teams can set up an alert to be notified if a tractor is using too much fuel that also automatically notifies the customer about the potential issue and prompts them to schedule a service appointment.
- Drive proactive maintenance: Asset Service Prediction, included with Salesforce Field Service, provides AI-driven insights that help predict upcoming maintenance needs before a breakdown or failure starts to occur. The feature also helps provide real-time recommendations to technicians once they are onsite to help speed up repair times and reduce the need for return service visits.
- Surface comprehensive asset information and history with a click: Asset Service Summary, included with Einstein AI, which is built into Manufacturing Cloud, uses generative AI to autogenerate an overview of alerts, open cases, work orders, and warranty status. This enables manufacturers to provide faster, more informed customer support and identify revenue opportunities like proactive maintenance services and extended warranties.
- Quickly understand asset health and performance: Asset Telemetry Summary, included with Einstein AI, provides a concise overview of data from sensors, software, and monitoring systems embedded in physical assets such as connected tractors, loaders, condensers, and generators. Asset Telemetry Summary takes AI generated snapshots of asset health and provides recommendations for resolving potential issues to maximize performance. For example, it can reveal a potential issue with a piece of machinery — like slowing engine performance — and automatically create a work order for an inspection or identify an opportunity to sell the customer an accessory that can help increase performance.
