The manufacturing industry is facing a massive digital transformation. Companies innovate so their businesses can succeed. To provide a seamless customer experience, manufacturers need a solution that helps them understand customer needs while improving visibility across the entire journey from planning to product.
Customer-Centric Salesforce Approach
Salesforce offers a unified CRM platform, where manufacturers can access data, partner, and connect with their customers better. It offers a unified vision of the market and customer needs to more precisely forecast, plan, and drive predictable business performance.
Manufacturing Cloud relies on Customer-Centric methodology for Manufacturers. Customer needs are captured in 360 Degree view and provides the manufactures the ability to service customer better. It also helps companies to locate the nearest and skillful support personnel for that kind of issue to provide a better solution to customer. As mentioned, Manufacturing cloud focuses on Service – Centric approach. Salesforce mainly helps companies to focus on Customer Experience and with Einstein we are able to provide the right technical person, to the right place, at the right time to service the product even before fault occurs (Based on Data Analytics). How does Salesforce provide a 360 Degree dimension and new experience to focus on Manufacturing?
Field Service Lightning
Field Service Lightning helps support technician and the service center to point the customer and send the technician at the right time with right knowledge of the issue and solution. It also helps the technician to understand the issue with case details, knowledge article that is already available for case if any, on touch – case summary report, work order management, preventive maintenance with AI powered, warranty & EOL Details and also helps technician to create an opportunity to bring in more business to the company. Field Service Lightning is embedded with Intelligence powered by Einstein and chat bots. This is through connecting all the products through IOT services and getting data from the products and adding intelligence to data-driven products to predict, monetize and act precautious before fault occurs.
Connected products and Salesforce IOT Cloud
Connected products and Salesforce IOT Cloud powered manufacturing clouds are future driven and helps companies to fix issue before customer gets impacted and helps delight the customer and the business. Connecting all the products through IOT services and getting data from the products and adding intelligence to data-driven products to predict, monetize and act precautious before fault occurs.
Connected Sales
Connected Sales Solutions helps in managing the customer relationship with the company to understand and act according to customer needs to survive in industry than just selling a product through traditional sales process. Supporting Online Merchandize selling, analyzing market need and digitally engaging customer and prospects. Salesforce CPQ and Pardot B2B Automation helps companies have a connected sale.
Connected Partners
Extending Company Capabilities to your partner to help us grow in our business. It also helps in Partner relationship Management. Highly engaged partner-oriented solution helps us drive better Customer Value proposition and better customer experience.
Einstein Analytics
Einstein Analytics is an AI-fueled engine that helps in exploring data quickly and easily. Einstein being back-bone of such revolution in industries that join hands with Salesforce to align with Customer-centric businesses. Einstein also provides predictions on the opportunities that help businesses to shift focus on positively ripening business. It also helps in building a dashboard with AI powered to take a whole new level of analytics.
Uses Case
Let us take a Television operator who also offers sales. All Service Level Agreements can be handled in one touch stop. All Authorized Distributors, Vendors, Service points, Service Agents can also be hierarchized as per the industry formats. We can track the stock movement from Production Hub to Buyer. All products can also be individually tracked with warranty details. With Lightning field services, we can assist the nearby service agent available to attend the faulted device along with the complete history of the product and its issue. We can also guide the right engineer to attend the right issue at the right time. Connect Products help us reach the customer even before customer gets impacted of the issue (Like Extension of warranty and product insurance or recalling of product with product number)
Courtesy
Salesforce.com
