Earlier this month, Salesforce announced Manufacturing Cloud for Service taking the manufacturing world by storm. As its name suggests, the novel solution is designed to enable service organizations in the manufacturing sector to utilize capabilities at their cutting-edge to deliver excellent personalized services to their customers.
Today, we’ll learn how this powerful application will empower service teams of manufacturers to automate their processes with high efficacy and harness the immense potential of automation and AI to optimize service delivery. But first, let’s try to understand what makes Manufacturing Cloud for Service a true game-changer for the new-age manufacturing business.
Why Did Heads Turn When Salesforce Launched Manufacturing Cloud for Service?
The manufacturing industry (or for that matter most sectors of the economy) have been witnessing a huge growth in the demand for ultra-personalized services of top-notch quality. In fact, a study by Salesforce shows nearly 9 out of 10 customers feel the experience delivered by a business is as important as its products or services.
This calls for the ability to understand the specific service requirements of each customer and meet them effectively. This is where Salesforce’s Manufacturing Cloud for Service makes all the difference. It allows companies in the manufacturing sector to leverage readily-available process frameworks and real-time data to help customer support teams, mobile service personnel and product teams to fulfill client requests in a timely, cost-efficient manner.
Customer service teams of manufacturing organizations can respond to requests across channels using any connected device – the teams are no longer constrained by the limitations of legacy applications that prevent seamless access to required data. Salesforce Manufacturing Cloud for Service can be connected to various Enterprise Resource Planning (ERP) systems easily, allowing your service reps to find the information they want instantaneously. No wonder they will be able to deliver delightful services to clients.
Let’s now look at the various features of Salesforce Manufacturing Cloud for Service and how they enable the success of your manufacturing company.
Key Features of Salesforce Manufacturing Cloud for Service and Their Benefits
Salesforce Manufacturing Cloud for Service comes with a wide array of smart capabilities that help enhance the productivity of your service teams in a big way and reduce expenditures considerably. These include the following.
End-to-End Automation of Customer Request Handling Process to Maximize Efficiency
Your manufacturing organization can develop automated workflows with minimal effort and expenditure using Digital Process Automation, a novel capability powered by Salesforce OmniStudio. The capability allows you to hold guided interactions with your clients to deliver first-rate experiences. You can create automated flows of contextual data collected from your Salesforce system or an external source throughout the service request lifecycle to enable seamless fulfillment of the customer requirement. Consider the following scenario.
A customer of an industrial refrigeration equipment manufacturer is having an issue with a deep freezer. He opens the manufacturing firm’s customer service portal to initiate a request. The customer is guided automatically as he provides details of his problem, enabling him to lodge the request without hassles. Once the request is created, your field service team can access all information pertaining to the request and connect with the client to resolve his issue quickly and close the case.
Accurate Forecasting of Request Volumes to Enable Timely Availability of Equipment
One of the biggest challenges faced by technicians of manufacturing firms is ensuring availability of needed service equipment and spares to meet customer requests without delay. Salesforce Manufacturing Cloud for Service allows you to overcome this challenge by utilizing state-of-the-art analytics capabilities to precisely predict the volume of customer requests for a given period. You can analyze data pertaining to product consumption, the number and type of issues faced by users, warranty claims and so on to come with solid plans to make sure delivery of service is not delayed due to the non-availability of required tools and spares.
Seamless Collection of Customer Feedback to Enhance the Quality of Service Experiences
Manufacturing Cloud for Service allows you to utilize native Salesforce surveys to gather the feedback of your clients at each stage of their relationship with your business. This will go a long way in enabling you to deliver better service experiences to your customers and come up with appropriate strategies to facilitate smooth usage of your products.
As you can see, the announcement of launching Salesforce Manufacturing Cloud for Service is truly a groundbreaking development. The powerful capabilities of the innovative solution will indeed empower your people to serve customers better, faster. At Solunus, we help you make the best use of Salesforce Manufacturing Cloud for Service to delight your clientele and skyrocket productivity. We have served manufacturers of all sizes and follow a proven ‘needs-first’ approach to solution development. This will allow us to ensure you enjoy the highest ROI on the novel Salesforce product.
Hope you liked this post. How did you react when Salesforce announced Manufacturing Cloud for Service? Tell us in the comments box below.
About Solunus
Solunus is a leading Salesforce consulting company, based in Dallas, TX, USA. Our proven ‘needs-first’ approach coupled with our unrivaled expertise of the Salesforce platform enables us to provide the perfect solution to help you deliver delightful services to customers and achieve rapid growth.
