Manufacturers are in the middle of a disruptive shift. The 4.0 Industrial Revolution has triggered a significant change in the way manufacturers are operating. The industry has transformed from conventional manual production processes to strong new automated production techniques. As businesses are becoming more customer-centric, manufacturers are rapidly moving beyond the product with personalized service at scale. However, manufacturers face continuous demand to offer higher standards and efficiency as customer expectations are increasing stimulated by technological advancement and swiftly growing competition.
Today’s world has become more connected than ever. Customers expect higher from the service providers and they want more ways to engage with brands. Looking at the way modern small manufacturers are adopting technology across business verticals, they are giving a big fight to manufacturing giants. As the industry can’t stand quiet, they must adopt emerging technologies in order to connect with their customers in entirely new ways.
In the 4th Industrial Revolution, manufacturers have sprung automating some of their production processes and are putting a lot of focus on quality enhancement. But in this process, they are moderately ignoring sales and marketing which will give increase their top line. ERPs, Automated Tools, Solutions, etc. are undoubtedly raising the manufacturing process, However, an efficient and unified CRM is what modern manufacturing industry requires. CRM helps manufacturers of all sizes to optimize their customer data, stay aligned with the current trends, and offer exceptional customer experiences across various touchpoints.
Why Salesforce for manufacturing?
Before going into why Salesforce for manufacturing, let’s get into the common manufacturing industry pain points. Today’s manufacturing industry typically encounters below challenges.
- Siloed processes
- Disconnected customer experience
- Process visibility & traceability
- Quality & compliance management
- Higher field service costs
- Lower rate of customer engagement
- Speed – Customers always ask ‘How soon’
- Absence of an integrated system
- Channel partner management
If you are a manufacturer, you must have faced most of the above challenges. How to get rid of these tough challenges? How to accelerate your journey in the 4th Industrial Revolution? To accommodate the paradigm shift needed for smart manufacturing, An integrated business solution powered by a robust platform must be an integral part of your manufacturing company’s digital transformation strategy. And who else can better provide this other than the world’s #1 CRM platform Salesforce?
Optimize your manufacturing process and maximize your ROI with Salesforce
Salesforce offers an extensive range of features and customized solutions to manufacturing companies. Leveraging Salesforce, manufacturers can have a 360-degree view of their customers through a connected ecosystem, improve and predict sales and service processes, offer highly personalized customer experiences, efficiently manage field service workforce, and fetch actionable business insights.
An integrated view of the customers
Siloed systems and complex data make it difficult for manufacturers to have a comprehensive view of their customers. Salesforce enables manufacturers to have a single integrated view of their customers that offers them the edge to stay competitive and ensure that they provide seamless and personalized experiences to their customers across various touchpoints.
In the 4th Industrial Revolution, technology is playing a pivotal role in transforming businesses. In manufacturing, disruptive technologies like IoT and AI are helping manufacturers blur the gap between them and their customers. Salesforce IoT Cloud embraces automation and efficiency through intelligence across multiple verticals such as sales, service, back office, logistics, field service and enables respective teams to deliver data-driven smarter solutions that transform into better customer experiences.
Delivering customer experiences through connected systems
In the smart manufacturing era, customers expect exceptional experiences and value-added services. Often manufacturers grapple to engage their customers because of their legacy systems and siloed business departments. In order to offer personalized services, manufacturers require a connected system and all the data in a centralized location. Salesforce offers seamless integration with external systems and tools. And a powerful integrated system enables manufacturers to deliver smarter services and excellent customer experiences.
Key Salesforce Offerings
Salesforce offers a powerful platform and a wide variety of products to interact with customers in an automated, personalized and innovative way. Some of the key offerings are;
Efficient sales process
Sales Cloud allows a manufacturing company’s sales teams to manage customer data, create & manage leads, accelerate sales productivity, forecast future demands using Einstein Analytics. Sales Cloud built-in features allow manufacturers to manage partners and their sales process to get the best results. Discover more about Sales Cloud here.
Salesforce’s Service Cloud allows service agents to access and update customer data while on the move. Service Cloud with Salesforce IoT Cloud monitor the status of the machines as well as optimize maintenance activities. The integration of Service Cloud and Einstein Analytics make customer service highly efficient.
Salesforce’s Marketing Cloud helps manufacturers track and optimize all of their customer journeys and collect all the information required for efficient communication. Pre-defined engagement journeys target contacts at the right time and using the right channel. Automated lead scoring and nurturing features help marketing teams generate more number of quality leads.
Manufacturers are building highly intuitive business applications to engage their customers using the Salesforce platform. These Lightning Applications are highly secure and cost-effective, offers amazing user-experience, mobilize data across your business, and generate a high rate of user engagement.
What can you expect?
Salesforce’s customer success platform and CEPTES’s Salesforce expertise along with manufacturing industry experience enables a manufacturer to rapidly transform into a customer-centric business. With Salesforce CRM, you can expect;
- Better visibility of process and sales pipeline
- Increased ROI on sales investments through high conversion rates, shorter sales cycles, and improved productivity
- Control over inventory and reduced manufacturing costs through intelligent forecasting
- Enhanced customer satisfaction through a 360-degree customer view
- Better partner, supply chain, and logistics management
CEPTES is a Salesforce Silver Consulting and AppExchange Partner specialized in offering various Salesforce solutions to businesses of all sizes. With 150+ global customers, 3 global offices, 10 years of technical expertise and more than 80% certified Salesforce professionals, we help manufacturing companies achieve their digital and technological objectives. Our Salesforce offerings include implementation, integration, migration, enhancement, development, and support of Sales Cloud, Service Cloud, Marketing Cloud, Community Cloud, Pardot, App Cloud, Integration Cloud, Salesforce Analytics, Lightning Migration, and Salesforce Consulting. Get in touch with us today to start your digital transformation journey in the 4th Industrial Revolution.
Also Read: How CEPTES helped one of the leading manufacturing companies leverage Sales Cloud for process automation.