Kawasaki Engines substantially boosts CSAT scores with Salesforce.

Kawasaki Motors Corp., U.S.A. – Engines Division delivers engine solutions to outdoor industries. It partners with Original Equipment Manufacturers (OEMs) and dealers for distribution and support.

Kawasaki’s Engines and Government & Fleet Sales teams couldn’t see or use each other’s data.

Kawasaki Engines, a favorite among landscapers and outdoor power equipment dealers, operates separately from the Kawasaki Government & Fleet Sales team, which sells vehicles like motorcycles, ATVs, Side-by-Side, and jet skis to local, state, and governmental agencies, in addition to forestry and amusement park customers.  Each department used different instances of Salesforce, along with a variety of other software. This made collaboration difficult in sharing common data points.  

With data across different systems, teams were challenged in accessing information. This made collaboration, market responsiveness, and strategic planning time-consuming. Managing these different systems was also tricky because each required separate logins, security checks, and data formats.  

To help the teams react faster and maintain their high level of service, Kawasaki needed to make it easier for their teams to work together and access the latest information.

Data Cloud streamlines operations across Kawasaki’s divisions and helps inform strategic decisions.

Kawasaki implemented Data Cloud to connect the common data points, making it easier for leaders to spot sales opportunities and drive revenue. Now, leaders have one dashboard to view important data from both divisions, like customer contacts, leads, sales forecasts, and open deals. They can also see relevant metrics, eliminating the hassle of switching between separate systems.

The system integrates several of Kawasaki’s technology platforms, allowing Kawasaki's divisions to convert and share data easily, improving strategic oversight and decision-making.

Sales and Service Clouds boost dealer performance with real-time data and predictive AI analytics.

Kawasaki partnered with Salesforce to implement Sales Cloud and Service Cloud, helping staff shift into high gear. Now, the Kawasaki team can easily keep track of sales and service activities, like handling customer service cases and planning future sales.

Kawasaki raises CSAT score with AppExchange partner Tavant and the Salesforce Platform. 

Kawasaki is simplifying their processes and boosting customer satisfaction with tools such as Salesforce Flow Builder, Manufacturing Cloud, Marketing Cloud, and Tavant.

Kawasaki uses Tavant, a partner app built on the Salesforce platform, to simplify their warranty process. Tavant connects with Kawasaki’s customer information, bringing customer-entered information into Salesforce. This ensures everything works together smoothly, allowing Kawasaki employees to see more relevant customer details and provide personalized experiences. Tavant’s automation, integrated with Salesforce tools like Flow and Process Builder, has helped Kawasaki automate hundreds of tasks, saving employee hours. 

Manufacturing Cloud helps Kawasaki manage everything from production to post-sale services. The system works seamlessly by providing access to critical details like engine build dates, shipping information, and buyer data. By unifying all this data, the Salesforce platform allows salespeople to answer customer questions quickly with the most up-to-date information, and service representatives can now better support customers, enhancing the overall experience.

All these improvements have led to faster response times, better teamwork across the company, and a big boost in customer satisfaction. Additionally, the company doubled its claim processing capacity.

Agentforce will boost sales and service productivity by automating routine tasks.

Kawasaki Engines is piloting Agentforce to help their customer teams service and support dealers nationwide. With Agents, automating routine tasks such as organizing customer inquiries, summarizing calls, and handling alerts, service replies, and email responses can free employees to spend more time on complex cases. 

Agentforce will also help Kawasaki better understand its business and make smarter decisions by working with Data Cloud insights about product performance and revenue drivers. By automating data analysis, Agentforce allows teams to access insights in just a few clicks.

Case classification and suggested replies from Agents can help Kawasaki quickly handle customer questions during the sales process. This seamless process keeps things running smoothly, allows Kawasaki to solve problems faster, uncover more sales opportunities, and stay aligned with their dealers’ needs.

Data Cloud will integrate third-party insights to predict customer needs.

Kawasaki plans to enhance its use of Data Cloud by integrating it with more third-party systems to understand customer needs better. 

Customers could also access all this information, making it easier to keep track of their products.  

Further, Data Cloud and Agentforce help sales teams predict what customers might need next, score leads, and manage opportunities. Sales leaders get quicker, more precise insights into sales trends, forecasts, and customer behavior, helping them be more responsive and even predictive to customer needs and increase sales by identifying up-selling and cross-selling opportunities based on customer history.

Kawasaki unifies its divisions and eliminates data silos using the Salesforce Platform. With Data Cloud seamlessly integrating data across all platforms and the Trust Layer ensuring data security and privacy, Kawasaki continues transforming its operations. Salesforce’s Agentforce is uniquely built into the flow of work, enabling teams to collaborate more effectively, make faster decisions, and drive continuous innovation to meet customer needs.