Take on the challenge of globalization. Start your digital transformation with the transformation to the cloud.
The industrial value chain has been changing for a number of years, with everything changing from customer behavior to market access. The cloud will open the way to an industrial future, the success of which depends on accelerated growth, networked products and services, and cost efficiency. Regardless of whether you have already started the first step of the digital move or this important step is about to take place. We support you: Salesforce by Salesfive for the manufacturing industry.
Maximize business effectiveness
The cloud is more than just a virtual data center. The idea behind this is that the cloud is not just a new way of providing IT resources, it also offers a new way of working. This brings you one step closer to a fully networked company and maximizes your business effectiveness.
Service
Omnichannel solution for service cases.
All service or guarantee inquiries, whether from customers, suppliers or partners, enter a system via the desired channels – website, email, social media or telephone. Thanks to automatic assignment to an employee, the case can be processed in the shortest possible time. The required data is shown to your employees at a glance, so that the individual request can be dealt with precisely. If the case can be resolved directly, this is noted in the system. If an appointment is required for the field service, this is planned, agreed directly on the phone and forwarded to the field service.
Guarantee inquiries, repairs & complaints at a glance.
Manage, process and resolve all matters relating to guarantees, repairs or complaints: clearly on one platform. All inquiries are automatically bundled in one system and assigned to the respective employees. The system automatically checks the conditions of warranty or service cases. This reduces the workload of your employees and allows all processes to be traced transparently.
With a self-service portal, you hand in the work.
Give your customers, partners, suppliers and all actors along the value chain a self-service portal and reduce your workload! Service requests can be submitted and processed independently in the portal. Communication takes place via the system and, if stored, suggested solutions are displayed directly. Collaborate easily and in real time with the Salesforce Experience Cloud.
Automatic disposition.
If the service case from your customers, dealers, suppliers or partners cannot be resolved directly in the back office, it is forwarded seamlessly to the field service. The automated disposition supports you through simple operation and an information overview. In this way, your employees can intuitively plan their assignments in advance. The planning is carried out depending on the priority of the customer and the specified goals or conditions. Your service technicians receive the deployment plan and can, if desired, make changes themselves. With the help of artificial intelligence, you can have route planning suggested automatically and save yourself even more time!
Digital on site: modern app for end devices.
Mobile sales representatives as the face of your company. Your service technician sees directly which appointments are planned, can make changes and plan the day as desired. The appointment is made on site using a mobile device – from planning the required resources to displaying suggested solutions to invoicing. The best: offline functionality for handling service appointments even without an internet connection.
The use case for service
Truma Success Story
Digitization of warranty and service processes. With an omni-channel solution, all service requests are received in one system. Restructuring and digitization of service processes replaces classic dispatching: Optimized resource planning of the service field service. The entire repair process, including warehousing, is handled via the service technicians’ mobile devices.
Use Case in sales and order management
Digital realignment of strategic sales.
Strategic sales redesigned: all relationships, networks and influences between the actors clearly in one system. With a clear view of the networking, the account manager can see directly which measures need to be taken with the actor in the future and how these will be strategically aligned. This supports a sustainable increase in sales.
Visit reports, phone calls and emails – all in one place.
Account management made transparent and easy. Your employees can track all activities with customers, suppliers or partners at any time thanks to the digital storage of all activities. This improves the transparency within the departments and potentials and relationships can be optimally used. With automated tasks, reminders and a guided process, administrative activities are minimized and the employee can concentrate on the essentials: the customers.
Simply create offers – with checkboxes and click flows.
The manufacturing industry is characterized by complex products. With the increasing individualization of the services, the complexity in the preparation of offers increases. The solution for this: Comprehensive product catalogs with different product or price variants and a guided click flow for creating offers make work easier. All eventualities, discounts or currencies are stored. This means that your employee only has to choose from various options and can create customized offers without errors. Thanks to allocation rules, the offers are checked directly by the correct supervisor or contact person and can then be sent in a CI-compliant manner.
Your supply chain at a glance: ERP & CRM combined.
The aim of order management is faster and more efficient order processing. It is helpful to have an overview of all orders, production planning and the supply chain. In the case of a wide range of products, it is essential that teams and suppliers work together in one system in order to maintain an overview. That means: Sales can see which customers have ordered which product. In addition to the product, it is shown directly which actors in the supply chain are involved, when deliveries are planned and when production is expected to take place. By connecting your ERP system, the data runs synchronously in both directions and is displayed to the respective employees within a mask.
Reliable sales and order forecasts.
The overview of all contracts and conditions of the various actors as well as the creation of your own KPIs enables a tailor-made traceability and analysis of sales and incoming orders. Forecasting based on individual accounts – customers, suppliers or dealers – offers you better planning security for future orders and sales measures. Your sales, operations and product teams work together on one platform. This enables you to forecast sales, volumes and required resources more precisely.
The use case for sales
DAIKIN success story
Transparent sales management across all locations in one system. Structured and customer-focused processes simplify everyday work. The special feature: Simple quotation generation despite complex products. For DAIKIN, the CPQ Configurator offers a guided process from product selection and assembly to CI-compliant document creation.
Applications in partner, supplier and customer management.
All actors in one portal.
In supply chain management it is important to have an overview of all information, value and material flows. In the case of a wide range of products, the cooperation between the various actors in a system is essential in order to reduce complexity in the communication channels and to maintain an overview. Give all actors in the supply and production chain a portal in which they can act independently. This includes the view of the product inventory, order status or various invoices. You can decide for yourself which data is visible and which actors can come into contact with each other.
Real-time performance indicators.
Provide your employees, sales partners, suppliers or customers with a portal in which they can work together in real time. Using AI-supported knowledge of the current status, the customer lifetime value or the performance indicators, the management can review the cooperation and act as required.
Allocation of service, warranty or repair cases without thinking about it.
A service portal for dealers, suppliers and partners in which service, warranty or repair orders can be initiated independently. The system decides on the basis of previously defined criteria whether a service or warranty case is triggered, or whether a suggested solution for independent rectification is given. The case is then assigned directly to the responsible employee and everything is documented in a system.
A portal according to your needs!
The possibilities and variants of a community cloud are diverse and flexibly adaptable. Based on the roles, you can decide which data, possibilities and freedoms your members receive. We offer you a portal that is adapted to your needs.
The use case for community
Truma Success Story
With Salesforce’s Partner Community, a new service and warranty process has been created for dealers and OEMs. The special feature: an error catalog with click flows and intuitive search function leaves complexity out of the equation. In the Partner Community, all warranty cases, complaints or repairs are recorded and initiated independently by dealers and OEMs. The error catalog is used for self-service and offers step-by-step instructions for problem solving.
Use cases in Marketing
Targeted marketing measures along the customer journey.
Get in touch with your customers before, during and after the sale – with continuous implementation of marketing measures. Let your sales and marketing teams work together. Your account managers can access the data and templates of the marketing team and thus independently send certain content. In this way, you can respond directly to the needs of customers and carry out tailor-made marketing activities. Always disseminate the correct statements via various channels, along the entire customer lifecycle.
Automated B2B marketing campaigns for new and existing customers or partners.
Address your customers, partners or dealers directly with personalized e-mail campaigns and keep them in mind with regular updates. With dynamic content and automatic control in different languages, the right content is always sent. For the expansion of the business area or the international control of marketing, you can plan and control various campaigns or journeys adapted to the country, type of contact and language.
Insights into the satisfaction of your end users create competitive advantages.
The opinions, experiences and feedback of the end users can be a sustainable competitive advantage for you. Social listening allows your marketing team to see what is being said about your business on social media. With comments, postings and mentions, you can find out whether your end users are satisfied and can get in touch with them. Use these insights to optimize products, services and much more.
Creation, administration, documentation and filing of all marketing materials.
A uniform brand image with a flawless appearance is essential nowadays. A central storage location is required so that all employees can access the right materials. With different rights and roles you control the access of the different employees and guarantee a uniform use of the right marketing materials.
These can be digital materials such as one-pagers, presentations or flyers, as well as an up-to-date inventory of POS and trade fair materials.
Uniform data protection for the security of your customer data.
GDPR and data protection have been an important topic for companies for a long time. Data security via your website or the newsletter opt-in / opt-out management can often seem complex. Salesforce supports you in this and takes care of the data protection regulations. You can create a GDPR-compliant opt-in process or control the cookie provisions via Salesforce.
The use case for marketing
ProGlove success story
Perfect collaboration between marketing and sales. With marketing automation and individual email journeys, a unified customer journey is created and deeper customer relationships are built. The elimination of routine tasks and the time saved through automated and personalized emails or newsletters increases the efficiency of employees.
