Optimize customer & field service management and intervention

Empower your customer & field service teams with real-time IoT insights delivered to Salesforce or your CRM and FSM tool of choice.

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7 ways to improve field service with IIoT asset visibility

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5 Key benefits of connected assets in Salesforce

Waylay solution for field service for Salesforce or other CRM or FSM tools

Waylay enables enterprises to use the IoT data from their connected assets to improve customer and field support. Thanks to Waylay’s automation and integration capabilities, companies are able to automate support ticket creation based on live asset error codes, perform guided appliance diagnostics and root-cause analysis and ensure SLA compliance for outsourced field engineers.

Equipment manufacturers can offer outcome-based service contracts that rely on access to digital twin data and enable a service-oriented business model based on servitization of equipment with preventive and predictive maintenance to reduce support calls, avoid truck rolls and boost the efficiency of their field service organization.

Quicker failure resolution times

Safely monitor assets from anywhere

Reduced engineer time on customer sites

Waylay Digital Twin is a new Salesforce composite app available on the Salesforce AppExchange for the optimization of IoT asset maintenance and the servitization of business models.

Waylay Digital Twin is a SaaS application for Salesforce business users that bridges between the IoT/OT world and Salesforce. Under the hood, it leverages the ultra-scalable and performant Waylay PaaS automation technology.

Contact a Waylay Digital Twin Expert

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Waylay Digital Twin for Salesforce

Applicable Industries

Energy & Utilities

Digital service innovation in the energy sector - oil & gas, utilities and VPPs.

Smart Equipment

Waylay for smart equipment and Equipment as a Service.

Optimize customer & field service management and intervention

Empower your customer & field service teams with real-time IoT insights delivered to Salesforce or your CRM and FSM tool of choice.

Discover our use cases

Asset usage monitoring to trigger sales opportunities

IoT enabled assets often have contract usage limitations. Meaning that the customer is paying/leasing the asset based on usage. Waylay can create rules that validate the asset’s IoT telemetry against the customer’s contract (in Salesforce).

Example

A connected backup power generator is leased to a customer for a volume of 10,000 machine hours. First, users can define a rule in Waylay Digital Twin, which monitors the daily usage. This rule then generates a Waylay Alarm Record of type ‘Usage Alarm’ when the total accumulated use reaches 90% of the contractual limit. Next, the user can then associate a Salesforce Flow to this event to create an opportunity record for the Sales team to negotiate a contract extension.

Waylay Digital Twin

Smart asset uptime monitoring & service level agreement validation

The uptime statistics of an asset is often a key criterion for service support interventions. With Waylay, users can define smart rules that validate the asset’s IoT telemetry against the customer’s service level agreement.

Example

If the asset is online but generates error messages, users can define a rule in the Waylay platform that creates Waylay Alarms, any type of‘ Asset Error’. Those records can then be analyzed to generate a downtime record that would impact the availibility statistics of the asset. Optimize helpdesk support through remote asset diagnostics. Call center agents initiate asset telemetry diagnosis to produce real-time actionable recommendations on how to solve diagnosed asset problems.

Waylay Digital Twin

Waylay Enterprise

Condition-based maintenance plans

Dispatching maintenance engineers based on recurring time-based maintenance schedules is more efficient with IoT enabled assets. With Waylay you are able to assess when equipment needs maintenance, when it’s not functioning at its best efficiency point and when certain parts need replacement. Waylay can create rules that validate the IoT telemetry against asset type-specific or plant-specific acceptance thresholds. If the asset is consistently running outside the acceptable ranges, a maintenance intervention can be expedited. When Waylay has generated various ‘Production Failure Alarms’ for an asset in the last few days, then Salesforce Service Cloud et al. can prioritize the work schedules for the Engineers.

Waylay Digital Twin

Waylay Enterprise

Waylay IO