Internet of Customers – Heroku, Arduino and Salesforce.com for Customer Service

Internet of Customers – Heroku, Arduino and Salesforce.com for Customer Service

As the proliferation of mobile devices continues and the barrier to communication between systems drops, a door opens to leveraging sensor information to simplify our interactions with the systems that run our businesses.

Still relatively in its infancy, development within the space is commonly classified under the “Internet of Things” banner. In our Internet of Customers series, we will take a look at what can be done to create meaningful interactions between people and their environments.

In our sample scenario above we walk through a quick proof of concept, streamlining a customer service experience – by sensing what Case information is associated with a given device.

This is all made possible by the following high level architecture.

IOC-Architecture

In future episodes we will perform a deep dive around each aspect of the above proof, including supplying the sample code. At a high level, the following process took place to support the interaction in the video

  1. Arduino uses a small program to read an RFID tag attached to a physical item
  2. Arduino sends the RFID code to a Node.js application running on Heroku via an HTTP PUT
  3. The Node.js application handles the PUT and uses nForce to communicate with Salesforce.com APIs (the application already authenticated to Salesforce.com) using a SOQL query to retrieve Cases
  4. The Node.js application receives related Cases for a given RFID code (it was added as a custom field for Accounts) and sends the response to any listening clients (e.g. web browsers) via Web Sockets using Socket.IO

After the deep dive around the above example, we will spend some time looking at a broad range of use cases for other types of sensory information that can be used to improve our businesses and customer’s experiences with them.

UPDATE – View Arduino, HTTP PUT, RFID and Node.js for the Arduino code used in this proof.

Looking forward to everyone’s thoughts!

4 comments
JRSim_UIX
JRSim_UIX

Only proof of concepts and experimenting - IoT with pi, beacons, glass and mobile; playing with the estimote SDK around the house. Have a couple demos prepped for OOW for AEC and document management. Working on a white paper for CX with IoC using webcenter, OSN and MAF for next presentation at collaborate. Will definately be posting back on SF IoC and the great stuff here :)

John Brunswick
John Brunswick

JRSim_UIX Thanks very much for the kind words John!  Hope that all is well on your end.  Would be great to keep in touch via our blogs.  Always like your innovative work. Much more to come in the IoC space soon - such an interesting area.  Have you done any IoC work? Cheers, John

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