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AWS re:Invent 2016: Delighting Customers Through Device Data with Salesforce IoT Cloud and AWS IoT (BDA205)


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The Internet of Things (IoT) produces vast quantities of data that promise a deep, always connected view into customer experiences through their devices. In this connected age, the question is no longer how do you gather customer data, but what do you do with all that data. How do you ingest at massive scale and develop meaningful experiences for your customers? In this session, you learn how Salesforce IoT Cloud works in concert with the AWS IoT engine to ingest and transform all of the data generated by every one of your customers, partners, devices, and sensors into meaningful action. You also see how customers are using Salesforce and AWS together to process massive quantities of data, build business rules with simple, intuitive tools, and engage proactively with customers in real time. Session sponsored by Salesforce.

Published in: Technology

AWS re:Invent 2016: Delighting Customers Through Device Data with Salesforce IoT Cloud and AWS IoT (BDA205)

  1. 1. Tweet to Win an Oculus Rift 1 winner will be randomly selected at the end of the session Your caption of the session #reInvent #SalesforceIoT
  2. 2. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Bo Mangels IoT Cloud , Salesforce @bomangels Nov. 29, 2016 Salesforce IoT Cloud + AWS IoT Delighting Customers Through Device Data with Salesforce IoT Cloud and AWS IoT Aubrey “Vanna White” Wing IoT Solutions Lead, Salesforce @ Antony Passmard AWS IoT Lead, AWS @
  3. 3. Tweet to Win an Oculus Rift 1 winner will be randomly selected at the end of the session Your caption of the session #reInvent #SalesforceIoT
  4. 4. Forward-Looking Statements Statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non- products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available., inc. assumes no obligation and does not intend to update these forward-looking statements.
  5. 5. How many IoT Developers are here? How many of you are focused on ‘IoT readiness’ within your company? Who is just hear to learn about AWS + Salesforce?
  6. 6. What to Expect from the Session  A better understanding of the IoT Business Landscape  How AWS IoT helps you securely manage and ingest data from all your connected devices  How Salesforce takes that aggregated IoT data and makes it actionable  Less Talky more Showy: The End- to-end demo.
  7. 7. The Internet of Things is now a Thing **Gartner forecasts there will be 20.8B connected things by 2020 connected things 20.8 B
  8. 8. IDC, Worldwide Internet of Things Forecast, 2015–2020 *McKinsey predicts 4-11 trillion in, “Unlocking the potential of the Internet of Things”, June, 2015 Potential economic impact of IoT $4 - 11 Trillion Spent on IoT by 2019 $1.3 Trillion Companies Investing Big in IoT and Expecting Big Returns
  9. 9. The Evolution of IoT From a Single Thermostat to the Connected House Mechanical Device Digital Device Connected Experience Connected Product
  10. 10. Lots of Players and Complexity in the IoT Space
  11. 11. Value Curve Maturity Curve Baseline Connectivity 6 months 12 months 18 months+ Reactive Alerts – Just Do Its System failure, alert driver, fleet manager etc Level 1: Reactive Value Level 2: Proactive Value Proactive Alerts – Inspection Needed, Keep Running Device has been operating too long Oil level low or temp remains high, raise case, create alert Level 3: Predictive Value Predictive Examples – Failure May Occur, Determine Next Best Action Device is being used incorrectly, the model tells us it could fail IoT Implementation is complex
  12. 12. Business Logic Customer Context Systems of Engagement Data Aggregation, Processing, Provisioning Smart Gateways / Network infra, - Local / Cellular / Satellite / Sub-Ghz 12:12 Device Hardware, Apps, Activity Things Connectivity Data/Device Management Engagement Engine IoT from Devices to Customers
  13. 13. Your Customer Experience Engagement systems designed around people Populated with historical customer data Built to be accessible by business and ITHard-coded solutions focused on devices Inaccessible to business users No context about the customer Your IoT Solution Gateway Edge Processing Devices & Device Management IoT Transformation Gap Your Devices are disconnected from your Systems of Engagement
  14. 14. Device Connectivity & Data Management Action & Engagement Bridging the Gap with AWS IoT & IoT Cloud
  15. 15. Device Management Data Connectivity Data Rules Engine AWS IoTIoT Data Sources Salesforce IoT Cloud 3rd Party Public APIs Sales Marketing Native integration with all of our Core Clouds Salesforce Clouds Web hooks to any public API via HTTP REST Business Logic Customer Context Systems of Engagement Device Hardware Gateways Applications Service Apps AWS IoT Works with Salesforce IoT Cloud A native connection between devices and customers
  16. 16. AWS IoT What is AWS IoT?
  17. 17. Managed Service Native Autoscaling, single entry point for millions of devices Security at the core X509 Authentication, TLS 1.2, Policies & Roles Multiprotocol MQTT, HTTPS, Websockets Device Front Door to The Cloud Front door to AWS and Salesforce IoT Cloud Cost Effective Starts at $5/M message (US) AWS IoT for Device Connectivity to the Cloud
  18. 18. Profiles (Event & Context) Build 360° views of customers and devices Journeys (Business Logic) State-based orchestration engine Translate business goals into action Sales Service Community Platform Analytics Marketing Customer Engagement (Action + Data) Salesforce Clouds Connect with Customers on every channel IoT Cloud For Business Logic and Customers Engagement
  19. 19. IoT Cloud What is IoT Cloud?
  20. 20. Rapid Innovation Low-Code technology accessible to business users Events Per Day 14B Customer Context Combine CRM and device data for IoT decisions Real-Time Engagement Connect any device to systems of engagement Transform Connected Products into Engaging Experiences IoT Cloud
  21. 21. Streaming Ingestion Events Real-time Processing Attribute Groups Contextual Data ARCHITECTURE Bulk Upload Triggers & Alerts 3rd Party API integrations Event Data Microservices Context Data State Machine Rules Engine PROFILES Build 360° views of customers and devices OUTPUTS Take Action in Salesforce and other 3rd party apps UX INPUTS Ingest data from anywhere JOURNEYS Translate business goals into action Data Transformation and normalization Thunder FTP/ PHP How Does IoT Cloud Work?
  22. 22. Engage through customer journeys Automatic reorders Alert service reps of immediate issues Integrate external data sources Connect to custom processes CRM Added Services Enable partners with communities Build connected apps Embed intelligence to identify patterns Transform Connected Products into Engaging Customer Experiences Create Business Value by wrapping connected devices with services
  23. 23. EXTERNAL ACTIONSIoT Cloud Weather Monitoring Device Info Service history Contractor info Knowledgebase documents End User Application Service Analytics In App Home Systems (thermostat, HVAC) STREAMINGCONTEXT PROFILES Households Devices JOURNEYS Mobile alert sent to installer of HVAC re: health check Proactive case creation and smart prioritization of HVAC system alert Customer/contractor notification if filter is clogged, part is degrading Proactive Home Monitoring AWS IoTDATA SOURCES Transform and Route Connect and Manage Things Communicate with devices Device Gateway Device Shadow 12:12 Device Registry
  24. 24. Demo
  25. 25. EXTERNAL ACTIONSIoT Cloud Device Info Service history Contractor info End User Application Service Analytics In App Solar Panel Status STREAMINGCONTEXT PROFILES Devices Owners JOURNEYS Automatically clean an underperforming Panel Proactive case creation and smart prioritization of Solar Panel alert AWS IoTDATA SOURCES Connect and Manage Things Communicate with devices Device Gateway Device Shadow Device Registry Transform and Route AWS IoT + Salesforce IoT Cloud Solar Panel Demo
  26. 26. What can you do next? Need help defining IoT architecture & use cases? Have use cases well defined, and want our help educating your broader executive team? Schedule a joint working session through your Account Executive Work with your Account Executive to schedule a meeting with AWS & Salesforce Create the End-to-End IoT Stack for Enterprise Customers
  27. 27. Thank you!
  28. 28. And the Winner is….. #reInvent #SalesforceIoT
  29. 29. Every Company is Journey to Digital Transformation Disrupt your business model with technology or be disrupted Mechanical Device Digital Device Connected Experience Connected Product
  30. 30. Remember to complete your evaluations!
  31. 31. Thank Y u
  32. 32. Earn the IoT Cloud badge
  33. 33. Business Logic Customer Context Systems of Engagement Data Aggregation, Processing, ProvisioningSmart Gateways / Network infra, - Local / Cellular / Satellite / Sub-Ghz Device Hardware, Apps, Activity Need IoT Investment to Connect Your Things to Your Customers ConnectivityThings Data/Device Management Engagement Engine
  34. 34. Every Company is on a Journey to Digital Transformation Disrupt your business model with technology or be disrupted New Idea or Product Connect an existing product Scale to Millions
  35. 35. What we are going to see: Bi-directional Integration of AWS IoT and SFDC IoT Cloud • Data flowing from solar panel to AWS IoT • AWS IoT validates unique identity stored on Cryptographic Chip on device (mutual authentication with certificates) • Data flows from Solar Panel devices to AWS IoT for transformation and routing to SFDC IoT Cloud • When Voltage is Low, SFDC IoT Cloud recognizes condition and switches to a monitoring state to looks for trends • If trend confirmed, Cleaning Action initiated back to AWS IoT • Continuous evaluation following automated remediation • When Voltage low the next time, SFDC IoT Cloud again switches to a monitoring state to looks for trends and if confirmed, a Service Cloud Case automatically created • Onsite service performed • Case is closed and state switches to Customer Confirmation • Customer confirms fix is good • Return to Normal AWS IoT + SFDC IoT Cloud Demo IoT End To End
  36. 36. Flow • Slides: Lindsey - IoT trends + key customer questions; IoT Cloud Overview and introduction to AWS partnership • Slides: Antony - AWS IoT overview (why partner, what does AWS IoT do for customers; Enel use case introduction • Demo: Aubrey - AWS IoT + IoT Cloud • One slide: summary of how this helps customers • Open Q&A • Intro Video
  37. 37. Customers Expect Smart and Engaging Experiences Service Marketing Mobile SalesIoT Apps Messaging
  38. 38. A Lot Goes Into Building Smart Experiences ServiceMarketing Mobile SalesIoT Apps Messaging Trust & Security Integrated Customer Data Developer Skills User Experience Identity Complex Integrations Open APIs The Geology of IT Artificial Intelligence
  39. 39. Salesforce Customer Success Platform Run your business on a trusted platform Innovate with clicks or code Delight customers with smart apps Empower employees to be their best
  40. 40. Build Experiences People Love with Salesforce Everything you need to move faster, trusted and together Analytics Mobile Low Code IoT User Experience Community Identity Data Logic Ecosystem Journeys No Code Code Open Frameworks
  41. 41. Salesforce Customer Success Platform Einstein Lightning Heroku AppExchange Thunder Sales Service Marketing AnalyticsCommunity Apps Commerce IoT Predictive Analytics Machine & Deep Learning Natural Language Processing & Generation ThunderMultitenant Infrastructure Development Platform AI Platform Services Applications Email, Calendar & Social Data CRM Data IoT Events Data Services
  42. 42. The Expanding Salesforce + AWS Partnership App Cloud on AWS with Heroku The Alexa Toolkit for Salesforce An Integrated Enterprise IoT Solution: AWS IoT + Saleforce IoT Cloud Analyze Amazon Redshift Data with Salesforce Wave Analytics On-Prem Apps in Salesforce Lightning through AWS Photon
  43. 43. Salesforce Clouds Native integration with all of our Clouds for a seamless experience 3rd Party Public APIs Webhooks to any public standard API via HTTP REST AWS IoT Cloud Connector Out-of-the-box Connectors to connect with AWS IoT Device Shadow AWS IoT Cloud Device Management Data Connectivity Data Transformation Salesforce IoT Cloud Business Logic Customer Context Action & Engagement IoT Data Sources Device Hardware Apps Activity How AWS IoT Works with Salesforce IoT Cloud Connectivity between connect devices and customers
  44. 44. What is Heroku A cloud application platform to build modern apps Best-in-class Developer Experience Allows developers to focus on code, not infrastructure Open and extensible Build apps in any modern language and leverage an ecosystem of over 150 add-ons Connected to Salesforce Easy connectivity to Salesforce data creates a single view of the customer
  45. 45. Heroku Flow: Staging & Automating App Delivery Structure, support, and visualize continuous delivery Heroku Pipelines Clear and structured workflow for apps that share the same codebase Heroku GitHub Deploys Automatic (or manual) deployment to staging apps on every push to a specified branch Heroku Review Apps Automatic creation of a disposable “Review App” for each new GitHub Pull Request Heroku CI (Coming soon!) Tightly integrated automated test suite built right into Pipelines
  46. 46. Heroku Connect Syncs Directly to Salesforce Apps Seamless two-way data flow between Salesforce and AWS Productivity AppsEngagement Apps Heroku Connect
  47. 47. Heroku is built 100% on AWS Heroku serves as a managed service provider on top of AWS, implementing AWS best practices in architecting, deploying, and scaling enterprise services on top of underlying AWS infrastructure. Amazon EC2 Amazon S3 Amazon VPC Amazon Route 53 Elastic Load Balancing Amazon CloudFront Amazon DynamoDB Amazon Kinesis …
  48. 48. Developers write code in Node, Ruby,Java, Go, Python, PHP ... Uses the CLI, Github, or continuous integration to push code to a build system, which produces an app that's ready for execution Apps run in dynos smart containers with curated, automatically patched language stacks 150+ Add-ons 3rd party services extend apps with a range of functionality such as data stores, logging, monitoring and more Heroku Data Services Heroku Postgres, Heroku Redis, and Heroku Kafka are fully managed data services operated by Salesforce Users access your app from any device, over HTTP (including WebSocket) and API Router routes HTTP requests sent to your app’s hostname(s) to your app's dynos AWS Services Use AWS Services like S3, Redshift, Cloudfront, DynamoDB, ElastiCache, Lambda, etc
  49. 49. Why add Heroku to AWS? Accelerate Developer Productivity Reduce time to market through a rich set of app and data services, including continuous integration and continuous delivery Lower Ops Complexity and Risk Reduce cloud operations and lower your costs on potential outages and security incidents by letting Salesforce manage your platformSeamless Extension of your Salesforce Data Build engaging experiences that extend and enrich your 360∘ view of your customers, partners, and employees
  50. 50. How about a quick demo?
  51. 51. Let’s hear from a customer:
  52. 52. OUR ASSETS OUR EXPERTISE OUR TRACK RECORD OVERVIEW Zayo at a Glance 52 BUILDINGS 24,282 61 ZAYO DATA CENTERS EMPLOYEES 3,200FIBER MILES 8.7M 38% dark fiber solutions 45% network connectivity 16% colo & cloud infrastructure 1% other 54% enterprise & content 46% carriers & wireless $ ~$2.0B revenue ~$1.0B adjusted EBITDA ~$11B enterprise value $1.1B invested equity since 2007 inception >$6.7B equity value today; >6x return 38 acquisitions for >$5B ZAYO Oct. 2014 NYSE: PRODUCT MIX - % OF REVENUE 1,031 ON-NET DATA CENTERS MARKETS 365 CUSTOMER MIX - % OF REVENUE
  53. 53. 53 8.7M Fiber Miles 112,600 Route Miles 61 zColo Data Centers 365 Markets Served
  54. 54. CUSTOMER PORTFOLIO Enabling Communications Infrastructure Customers 54 Customer Mix Wireline 31% Wireless 15% Content 17% Cloud / Datacenter 7% Finance 10% Public Sector / Healthcare 8% Services 8% Manufacturing / Transportation 3% Cloud / Datacenter Select Customers Wireline Manufacturing / Transportation Finance Wireless Public Sector / Healthcare Services Content
  55. 55. ACQUISITION HISTORY 39 acquisitions since 2007 totaling >$5B 55 CFS Regional Markets USCarrier
  56. 56. Zayo’s Salesforce Footprint • Lead-to-Quote-to-Cash: Everything goes in Salesforce and everyone works in Salesforce • Acquisition integration acceleration: Requires one data source of truth • 80+ Salesforce and Heroku developers • CEO/CIO preach "Salesforce Religion" • Salesforce is a true partner - They trust our bandwidth infrastructure to scale their business 56 Sales ServiceMarketing AnalyticsCommunity Apps Customer Success Platform
  57. 57. Zayo: Why Heroku? • Enhanced user experience for Zayo’s Tranzact online tool • Quote, order, service management portal • Advanced data analytics on large data sets in real time • Enhanced features quickly scale with adoption: Users activity drives enhancements • Seamlessly integrates custom code on with enhancements on Heroku 57 Salesforce Enterprise Apps Heroku Connect Tranzact: Customer Facing
  58. 58. 58 DEMO
  59. 59. Salesforce + AWS = Better Together  Salesforce and AWS are strategically aligned as innovators in the cloud market and leaders in their respective areas  Salesforce and AWS have announced a new global Strategic Alliance, which will further simplify and expand how joint customers capture, analyze and take action on data  Stop by booth #2046 to learn more about how you can connect with your customers in a whole new way. Meet the platform that delivers agility, speed & innovation in the age of the customer.