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Manufacturing

Provide proactive service and maintenance.

  • Proactively initiate engagement with your customers and anticipate customer needs such as replacement parts or necessary maintenance before it becomes a problem.
  • Streamline engagement into a unified experience. Engage with customers through any channel like email, chat, or phone call and see all interactions in one place.
  • Elevate customer service experience and satisfaction. Deliver seamless experience — from answering a product question, ordering a replacement part, or scheduling a maintenance appointment.

Use case summary

Proactively serve customers using IoT data and AI to tailor an end-to-end personalized service experience at the right time via the customer’s preferred engagement channel.

Industry

Manufacturing

Salesforce products used

Data Sources Used

IoT telemetry data
Asset Service
History Data
Purchase History
Product Catalog
Asset Usage Data
Cases
Work Orders
Asset Warranty Terms & Claims
ERP
Partner Channels

Apply Insights and Predictions

By bringing together the data sources referenced in this use case, teams can build calculated insights or run predictive models with Data Cloud that will allow them to make smarter decisions or power new automations.

Calculated Insights Combine IoT data and service related insights to create Asset Health Scores. Use past purchase history to create Customer Lifetime Value and past asset usage data to create wear and tear insights.
Predictive Models Apply machine learning models to asset usage and service data to predict upcoming maintenance issues. Use predictive models to predict overall levels of customer satisfaction based on asset usage data, purchase history, work orders, and case data.

What's the impact

Improve Customer satisfaction (CSAT)
Decrease Cost to serve
Improve Case resolution

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