Company
Pod Point (Device Pilot)
Focus
Simplify ticket notifications when issues arise
Sector
IoT/Energy
Pod Point / Device Pilot specialises in service monitoring for IoT devices. Simply put, DevicePilot’s customers have connected devices deployed in the field, services are delivered on top of the devices and Device Pilot helps their customers ensure that their service gets delivered.
Problem
Previously, depending on API complexity, Device Pilot estimated that it would have taken them two to three weeks to deliver a first integration with the potential for time-consuming toing and froing to get it just right.
Whereas now, Tom (Lead Developer) is not involved at all, and any toing and froing is much quicker as the focus is on outlining the steps in Cyclr.
Integrations started with the need for simple notifications to be distributed to various platforms like email or Slack.
The next step was to address the integration of tickets into the service management platform, requiring bidirectional programmatic links with the customers’ ticketing CRM system.
1-2 million
API Calls/Tasks per month
34
Active Workflows
13
Active Connectors
Solution
In the case of Pod Point, Device Pilot integrates with their Salesforce Service Cloud and Slack messenger. This enables Device Pilot to send a notification if there is ever a problem.
The customer can click on the link (that’s in the Slack message), which takes them to a DevicePilot screen that shows them the issue. They can then create the ticket in Salesforce Service Cloud automatically.
Before launching the integration, the manual creation process took around 10 minutes to create a ticket, but now it’s just one button click.
Another key integration flow is for a customer integrating with Zendesk. It is a very similar kind of use case, it completely automates the relationship between any problem detected and the ticket creation, ensuring reliability.
This process saves the customer significant time and improves data/information quality.
Results
According to Keith, they’ve got the reliability now. When there was a Slack outage, Cyclr just swallowed it. All of the retry stuff just worked and there were no failures, all the messages got delivered.
It’s not causing some backlog in our system where we can’t do stuff, Cyclr takes care of it so we don’t have to worry.
For them, Cyclr is just the right way to go, in terms of a small team.
Fundamentally, they’ve saved time, and then in terms of money, they would have to have more developers if they didn’t have Cyclr. The benefit is time saved and reliability.
“It’s a much tighter integration iteration now and is just one person’s job. Keith will work with them to capture their business process, rather than having to keep waiting for me to implement the API level, which speeds things up significantly.
Cyclr’s support is very good, very responsive, and issues get fixed within 24 hours if there are any bugs, maybe a few days if a whole new function is added. The support works perfectly.”
