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Salesforce: Helping Manufacturers Overcome Poor Customer Visibility

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Jayarama Emani,

August 19, 2021

Salesforce: Helping Manufacturers Overcome Poor Customer Visibility

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The way people live and work is changing. How do we find a way to differentiate when the markets are changing in a very significant way?

Digital disruption is bringing an enormous amount of opportunity. Salesforce has been a guiding light showing businesses what is possible when firms are trying to come up with novel strategies centered around customers.

From a historical perspective, it was difficult for a customer service rep to understand everything that was going on. They weren’t able to answer the customer’s questions because they didn’t have the information. With Salesforce Field Service Lightning (FSL), they now have a 360-degree view of that customer.

No matter the size or the age of the organization, people are disrupting their business models to change how they communicate and engage with their customers.

We are in the fourth industrial revolution. And this revolution is about intelligence. It’s about how you can leverage intelligence to connect in whole new ways with your customer. Those who focus on their customer are those who will grow. Customers want businesses to differentiate not on their products and services but the customer experience they provide. They want them to bridge that gap. It is not about creating a closer customer relationship but about survival.

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Customers want manufacturers to be fast and agile. And they expect manufacturers to have a customer-centric focus that has intelligence across the entire level of engagement.

What customers are demanding is they want you to understand the experience they have across every touchpoint, whether it’s the organization or its distribution channel. And the challenge for most of the manufacturers is that every single one of these touchpoints is probably residing in systems that are in silos. And most of the data coming out of these systems is in siloed systems and hard to analyze.

That is why the fourth industrial revolution and leveraging intelligence to understand each one of these touchpoints are critical for the survival of manufacturers. This calls for a 360° view of the customer.

Historically, manufacturers have focused on lead time, delivery, and product performance while engaging with customers. But now they realize that customers are getting more involved with them as they start thinking about what they’re going to buy, the point of purchase, interaction with products and service afterward. This is more or less the starting point of obtaining the big picture of the customer.

Salesforce helps manufacturers get a comprehensive view of their customers and provides valuable insights into their buying behaviors. As more and more businesses try to build lasting (or at least long-term) relationships, they are looking to Salesforce to deliver fully connected customer experiences.

To summarize, there is a need for transformation – customer-centric transformation for improved and faster sales. No matter where that transformation starts, whether connecting sales teams or service teams, our dealer network, or maybe start at the products, there is a definite need for a robust platform, and Salesforce is the platform that can enable the transformation around the customer.

At Solunus, our rich experience working with various manufacturing companies enables us to help you fully harness the immense potential of Salesforce. Our Salesforce experts will allow you to use the innovative capabilities of Salesforce with a high degree of efficacy and execute all phases of the Customer Relationship Management (CRM) lifecycle seamlessly.

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What You Can Expect by Partnering with Solunus

  • 70% Increase in Work Order Processing Efficiencies.
  • 60% Reduction in Manual Processing of Tasks.
  • 360° View of Operational and Sales Data.
  • 90% of Customer Complaints Are Resolved on the First Contact.
  • 47% Increase in Productivity of Service Reps.

About Solunus

Solunus is a dedicated Salesforce partner organization, headquartered in Dallas, Texas. Our unrelenting focus on comprehending the unique needs of our clients coupled with our unrivaled expertise of the Salesforce platform enables us to deliver the perfect solutions that create the best value for manufacturing firms.