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Transform the service experience.
Deliver a seamless service experience to customers, partners and distributors with the #1 Manufacturing customer service software. Enable faster and smarter service experiences, optimised through service operations to the field technician and customer. Deepen asset service lifecycle management to drive new revenue models.
Learn how manufacturers delight customers with omni-channel service.
Elevate the service experience from start to finish with a unified platform.
A unified data platform creates connected service experiences. Enable faster and smarter omni-channel service optimised from the contact centre through service operations to the field technician and the customer. Deliver proactive insights and service with AI, automation and telemetry asset data.
Unify customer service data.
- Reimagine omni-channel service. Unlock trapped customer, distributor and product data every team can act on with Data Cloud. Activate with insights and automation across every touchpoint. Enable trusted AI grounded in your enterprise data.
- Optimise costs and deliver seamless experiences. Gain a full view of customer interactions with rule-based alerts for key milestones. Manage asset lifecycles, warranty programmes and create estimates during field work. Experience Cloud for Manufacturing offers collaboration with an out-of-the-box template.
- Elevate field service experiences. Enhance customer engagement with real-time personalisation, optimise field teams with top-tier scheduling and off-line data access and drive efficiency in field visits with the #1 AI platform for Field Service.
- Enable seamless integrations across the service value chain. The MuleSoft Anypoint Platform lets you securely develop, deploy and manage APIs and integrations at scale. With hundreds of pre-built cloud connectors, integrate critical applications, databases, protocols and industry standards effortlessly.
Deepen asset-centric service.
- Manage install base of an asset. Gain end-to-end asset visibility with Manufacturing Cloud for Service. Track alerts, timelines, milestones, warranties, cases, work orders, claims and activities throughout the asset lifecycle
- Orchestrate the end-to-end warranty lifecycle. Manage and automate warranty programmes in the complete asset lifecycle including warranty definition and claims management with Manufacturing Cloud for Service.
- Increase productivity with Pre-Work Estimation. Increase productivity with Pre-Work Estimation. Service technicians can quickly generate estimates for products, services and labour through an intuitive guided flow with Manufacturing Cloud for Service. Built on Omni-studio, it adapts to each manufacturer's process flow and systems for pricing, catalogue and order management.
Boost productivity with hyper-automation and AI.
- Personalise every interaction with real-time data. Automate omni-channel processes by integrating back-end systems. Use MuleSoft Anypoint Platform and Marketing Cloud to trigger flows based on timely customer data, delivering hyper-personalised experiences.
- Create integrated, industry-optimised workflows and AI. Resolve customer enquiries faster with AI-powered recommendations and Manufacturing-optimised workflows with Flow for industries. Seamlessly orchestrate and automate end-to-end service processes with business APIs.
- Connect and experience action from anywhere. Take relevant actions with OmniScript across other systems with declarative data mapping and support rich branded experience that can be embedded anywhere with Manufacturing Cloud for Service.
Complete your service solution with these related products.
Build the perfect service solution with our help.
Get in touch today and our experts will guide you through the process, step by step:
- Choose the right Manufacturing Cloud for Service edition.
- Add products/features needed, if not already included.
- Customise the final result with apps, services, support.
Salesforce, as a technology platform, has proven its adaptability. It’s been shown that we can build many services and solutions on it that offer extra value for our internal users, customers and ultimate end-users. It’s a central part of our vision for the future.
Tuomas PyyhtiäSolution Owner, Field Service Operations, KONE
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Transform the Service Experience FAQs
Manufacturing customer service software helps customer deliver seamless omni-channel service with intelligence and efficiency. It provides features like case management, digital engagement, knowledge management and collaboration to help companies solve customer enquiries faster.
Manufacturing customer service software can increase service revenue, improve customer satisfaction and deliver efficient operations, ultimately driving business growth and success.
Customer service software enhances efficiency in managing enquiries, streamlines communication across channels, increases customer satisfaction, provides faster resolution, offers actionable insights, manages warranty lifecycles and adapts to changing customer needs — fostering loyalty and improving ROI.
When choosing a customer service solution, consider your business needs, scalability, ease of use and integration capabilities. Assess features such as warranty management, asset management, self-service portals, automation and AI. Evaluate pricing and trial different options.
Service may focus on channel partners, end customers or the produced asset, often integrating all three. Manufacturers must provide exceptional experiences for both customers and partners, encompassing customer service centres, field operations and the support of innovative service models.
