1. IoT Enabled CRM Testing
Sulagna Mukherjee & Associate
Cognizant Technology Solutions

2. Content Abstract Overview- IoT and CRM IoT and CRM: The relationship
Impact on CRM
Solutions in marketplace
Use Case
IoT Market Opportunities
Testing of IoT & CRM
Case Study
Skill Set required for IoT Testers
Conclusion

3. Abstract
The Internet of Things is emerging as the third wave in the development of the internet.
There will be no purely 'IoT applications.' Rather, there will be many applications that leverage the IoT in some small or large aspect of their work.
As a result, business analysts, developers and quality assurance teams of information-centric processes need to have the expertise and the tools to implement IoT aspects that play a role in their systems.
As the Internet of Things continues to grow, quality assurance teams will need to change their approach to software testing. 
A comprehensive Quality Assurance strategy is required to cover the depth and breadth of IoT testing. This paper focuses specifically on the testing types and the approaches to be followed for testing IoT enabled CRM systems.

4. Overview- IoT & CRM
IoT is defined as the network of items - each embedded with sensors - which are connected to the Internet.
Efficient Machine to Machine (M2M) Communication (widely used in the manufacturing and energy sectors to track machinery operations, report faults and raise service alerts.)

5. IoT and CRM: The relationship
The Internet of Things will present brands with new platforms for communicating with their customers
Sales
Marketing
Customer Service
IoT is predicted as the fifth driver of CRM after social media, mobile, big data and cloud.

6. Impact on CRM Use of IoT enabled CRM
Using Internet of Things, products can carry out maintenance reporting and diagnostics on themselves
Devices with Internet of Things capability can sense when components are exhibiting faults or when they near their expected end of life.
Challenge for CRM with IoT
IoT demands a robust and capable CRM system with powerful analytical capabilities in order to process significant quantities of real time data.

7. Solutions in marketplace

8. Solutions in marketplace- Prospective
Standalone IoT
Standalone CRM

9. Salesforce and GE: GEnx Jet Engine
Use Case
Salesforce and GE: GEnx Jet Engine
The new GEnx jet engine -currently flying on Boeing’s new 787 Dreamliner-has proven the capability to provide newsfeeds that can be accessed by service teams on their mobile devices.

10. IoT Market Opportunities
Gartner Forecast-
By 2020:
25 Billion connected devices
Over 80 % of IOT supplier revenue from service
IoT will support total services spending of US$69.5 billion in 2015 rising to US$263 billion by 2020 at 23% CAGR.

11. IoT Market Opportunities(contd..)
IoT Platform-
IoT software revenue will reach $379B by 2021, 23% of total revenue.
IoT Platform security solution revenue is a $820B opportunity by 2021.
OEM IoT Software markets will grow to $329 billion with CAGR of 10.8%.
Global IoT platform enabled revenue is expected to reach $9.1T by 2021

12. IoT Market Opportunities(contd..)
Upcoming-
Salesforce has announced plans to launch its new IoT offering on AWS facilities, moving away from it traditional play of using its own data center infrastructure.
Salesforce announced at its Dreamforce annual conference that it would be making two updates to its Thunder IoT cloud-
IoT Traffic Monitor,
IoT Profiles feature

13. IoT Testing Baselines
As the Internet of Things continues to grow, quality assurance teams will need to change their approach to software testing. The different types of testing involved:
Functional Testing
Usability Testing
Security Testing
Connectivity Testing
Performance Testing
Compatibility Testing

14. Testing of IoT & CRM as a single solution
Testing of Hardware-
Triggering of Sensors under extreme conditions.
Simulation of extreme conditions through software solutions.
Testing of the IoT layer-
Verification of data dispatched from hardware to cloud.
Verification of transformation of data (cloud computing) for CRM system.
Testing of the CRM solution
Integration with IoT.
Assimilation and analysis of transformed data
Creation of opportunities, leads or service request based on the data.

15. Case Study
Case Study of PTC ThingWorx IoT solution with the Salesforce IoT Cloud to help drive maximum value of the connected devices with Salesforce solutions.

16. Challenges in Testing Security Connectivity Hardware-Software Mesh
Interoperability across various platforms
Network availability
Compatibility

17. Skill Set required for IoT Testers
A skilled test team would have knowledge in the following areas:
Web environments/ IoT Protocols
Embedded environments
General test considerations
Hardware understanding
Network communication understanding
Performance test experience
Experience with testing other quality characteristics associated with the IoT context.

18. Conclusion
Following are a few points to summarize and develop a hypothesis around IoT enabled CRM systems: their technology and testing:
IoT testing approach can be different based on the system/architecture involved.
Testers should concentrate more on the Test-As-A-User [TAAS] approach.
Test Strategy along with Functional testing should also include other core non functional testing aspects.
As the trend of IoT is growing rapidly and varied machines are connected in it, automated testing emerges as more of a necessity than an option.

19. References & Appendix
From Products to Services: The Next Internet of Things And How Asia Is Driving Its Adoption- PDF by DBS

20. Author Biography
Sulagna Mukherjee, Associate in Cognizant Technology Solutions. She holds BTech Degree in Electrical Engineering Degree and Master Degree in Software Engineering. Her area of expertise are Salesforce CRM, Selenium Automation.
She is certified in ISTQB, Adobe Marketing Campaign Business Practitioner, PRPC Certified Methodology Black Belt and MSCRM Dynamics Sulagna can be reached at

21. Thank You!!!