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Salesforce Manufacturing Cloud offers New Capabilities for Automating Service Processes

As a way of strengthening its industry-specific cloud solutions, Salesforce recently announced Manufacturing Cloud for Service, a new, industry-specific platform based on Service Cloud. 

Using Manufacturing Cloud for Service, manufacturers will be able to benefit from the features provided by Service Cloud’s capabilities for delivering smarter, faster, and more personalized service to customers, over any channel to deepen customer loyalty & satisfaction, allow manufacturers to replace several legacy customer service tools that make it tricky for service teams to swiftly access data.

Specifically designed for manufacturers, the platform arrives with manufacturing-specific innovations. It connects to a company’s enterprise resource planning platform and holds prebuilt processes, and data models to let customer service, field technicians, and product teams constructively manage customer service cases.

The challenges & solutions

The challenges manufacturers face are growing as customers expect 24/7 digital service experiences. In addition, Salesforce’s recent Trends in Manufacturing Report found that over half of the surveyed manufacturers believe customer service changes brought about by pandemics to be permanent. 

In addition to strengthening customer loyalty, these manufacturers are looking for ways to automate customer service, turning it into a revenue source. 

A complete platform 

A complete platform that helps companies handle their customer-centric operations – from sales to service. The Important features are as follows:

  • The automated service process increases efficiency: Through Digital Process Automation, powered by OmniStudio, customers can automate workflows across the manufacturing ecosystem to fix cases fast and powerful process automation with contextual information from disparate sources. This allows manufacturing customers to make a claim or submit an application from a customer portal and receive automated, guided engagement as they fill out a form. On the support side, customer service representatives and other support staff deal with the complaint and evaluate it alongside data from an ERP platform or other sources to quickly close the claim out. 
  • The service parts forecasting tool improves predictions: With this new tool, you can have a forecasting framework along with a comprehensive view by which you can predict the volumes and demand including installed base and service consumption. Customer service data – from work orders to warranty claims – are analyzed to inform part plans. 
  • Bringing the customer’s voice to the forefront: Now that native Salesforce surveys are available, manufacturers will be able to capture feedback directly from customers at every point of the relationship, and they can use the insights to improve customer experiences and product strategies.

The Salesforce perspective: “As the manufacturing industry contends with supply chain delays, there are increased expectations from customers for personalized service and asset uptime,” said Achyut Jajoo, SVP, and GM of Manufacturing and Automotive, Salesforce. “With Manufacturing Cloud for Service, manufacturers can pull in a customer, order, product, and asset performance data and insights to deliver differentiated customer experiences, boost brand loyalty, and enhance customer relationships.”

The industry perspective: “With the help of Manufacturing Cloud for Service, we will be able to deliver services much faster to our customers, and we can make sure that asset downtime is as minimal as it can be,” said Thomas Göcke Head of Digital Business Transformation for Koenig & Bauer. “That, in turn, helps our customers be more productive and more successful in the marketplace.”


Abhilasha Dabral

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