Cyclr Case Studies DevicePilot IoT Service Monitoring Case Study

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	DevicePilot IoT Service Monitoring Case Study Cyclr

DevicePilot IoT Service Monitoring Case Study

Cyclr

Technology Category	Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries	Automotive
Applicable Functions	Maintenance
Use Cases	Predictive Maintenance Remote Asset Management
Services	System Integration
Challenge	DevicePilot's customers, such as POD Point, have connected devices deployed in the field, and services are delivered on top of these devices. The challenge was to ensure that these services are delivered effectively and efficiently. Initially, the company needed simple notifications to be distributed to various platforms like email or Slack. The next step was to integrate tickets into the service management platform, which required bidirectional programmatic links with the customers' ticketing CRM system. This was a time-consuming process, taking around 10 minutes to create a ticket manually. Read More
About Customer	DevicePilot is a company that specializes in service monitoring for IoT devices. Their customers have connected devices deployed in the field, and services are delivered on top of these devices. DevicePilot helps their customers ensure that their service gets delivered. One of their customers is POD Point, the UK's largest electric vehicle charging network. DevicePilot collects all the data and telemetry, from all of the POD Point pods, and monitors their status. They can tell their customers whether they're meeting the SLA agreed with their key end-users. The DevicePilot product can also help their customers with the process of effective triage and resolution, helping them fix their pods quicker so that their service is optimized to their end-users and revenue increases. Read More
Solution	DevicePilot integrated with POD Point's Salesforce Service Cloud and Slack messenger. This enabled DevicePilot to send a notification if there was ever a problem. The customer could click on the link in the Slack message, which would take them to a DevicePilot screen that showed them the issue. They could then create the ticket in Salesforce Service Cloud automatically. This process significantly reduced the time taken to create a ticket. Another key integration flow was for a customer integrating with Zendesk. It completely automated the relationship between any problem detected and the ticket creation, ensuring reliability. This process saved the customer significant time and improved data/information quality. Read More Log in to view content
Contents

Technology Category

Platform as a Service (PaaS) - Connectivity Platforms

Applicable Industries

Automotive

Applicable Functions

Maintenance

Use Cases

Predictive Maintenance

Remote Asset Management

Services

System Integration

Challenge

DevicePilot's customers, such as POD Point, have connected devices deployed in the field, and services are delivered on top of these devices. The challenge was to ensure that these services are delivered effectively and efficiently. Initially, the company needed simple notifications to be distributed to various platforms like email or Slack. The next step was to integrate tickets into the service management platform, which required bidirectional programmatic links with the customers' ticketing CRM system. This was a time-consuming process, taking around 10 minutes to create a ticket manually.

About Customer

DevicePilot is a company that specializes in service monitoring for IoT devices. Their customers have connected devices deployed in the field, and services are delivered on top of these devices. DevicePilot helps their customers ensure that their service gets delivered. One of their customers is POD Point, the UK's largest electric vehicle charging network. DevicePilot collects all the data and telemetry, from all of the POD Point pods, and monitors their status. They can tell their customers whether they're meeting the SLA agreed with their key end-users. The DevicePilot product can also help their customers with the process of effective triage and resolution, helping them fix their pods quicker so that their service is optimized to their end-users and revenue increases.

Solution

DevicePilot integrated with POD Point's Salesforce Service Cloud and Slack messenger. This enabled DevicePilot to send a notification if there was ever a problem. The customer could click on the link in the Slack message, which would take them to a DevicePilot screen that showed them the issue. They could then create the ticket in Salesforce Service Cloud automatically. This process significantly reduced the time taken to create a ticket. Another key integration flow was for a customer integrating with Zendesk. It completely automated the relationship between any problem detected and the ticket creation, ensuring reliability. This process saved the customer significant time and improved data/information quality.

Impact #1	The integration with Salesforce Service Cloud and Slack messenger enabled DevicePilot to send notifications if there was ever a problem, improving the efficiency of problem detection and resolution.
Impact #2	The integration with Zendesk completely automated the relationship between any problem detected and the ticket creation, ensuring reliability and improving data/information quality.
Impact #3	The process of creating a ticket was significantly reduced, saving the customer significant time.

Impact #1

The integration with Salesforce Service Cloud and Slack messenger enabled DevicePilot to send notifications if there was ever a problem, improving the efficiency of problem detection and resolution.

Impact #2

The integration with Zendesk completely automated the relationship between any problem detected and the ticket creation, ensuring reliability and improving data/information quality.

Impact #3

The process of creating a ticket was significantly reduced, saving the customer significant time.

Benefit #1	Time taken to create a ticket reduced from 10 minutes to a single button click.
Benefit #2	The number of developers needed was reduced due to the automation provided by Cyclr.

Benefit #1

Time taken to create a ticket reduced from 10 minutes to a single button click.

Benefit #2

The number of developers needed was reduced due to the automation provided by Cyclr.

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Overview

DevicePilot IoT Service Monitoring Case Study

Operational Impact

Quantitative Benefit