Reactive Product Servicing to Proactive Servicing with the right Asset Management solution
Products implemented: Salesforce Field Service
Executive Summary
Industry: Manufacturing
Company Size: 30,000+ employees
Solution: Salesforce Field Service
NeuraFlash built our customer an impactful asset management solution, powered by Salesforce Field Service, for a global leading motor and component producer. In turn, they gained full visibility into their customers and their assets, and were strategically set up to successfully execute in the proactive maintenance their assets needed. With their new asset management solution, they have been able to increase upselling, understand the status and availability of their assets, maintain assets in the field, and provide the exceptional service their company strives for.
About the company
A United States-based Manufacturing organization with 2020 sales of $4 billion and 29,000 associates, provides industry-leading solutions for some of the biggest companies in the world, such as Amazon, UPS, and Anheuser Busch. As a leading producer of motors and related components, their products are used in hospitals, homes, and senior living facilities; industrial products that support food and beverage, and pharmaceutical production; and conveying equipment and components that help warehouses function.
They serve 9+ industries ranging from aerospace to mining, and offer a large suite of products including multiple types of bearings, couplings, industrial chains, smart solutions (smart condition monitoring system, smart tags etc.). In addition to this growing catalog of products, they offer their own set of services including custom gear work, coupling certifications, install, repair/rebuild services and more!
Known for consistently providing their customers with reliable, high-quality products and solutions, and of course, great service, they selected Salesforce Field Service to not only help manage their assets, but to better position themselves to fulfill their overall business purpose.
Customer Challenge
Post initial sale of a product, our customer lacked visibility into customer data that was vital for servicing. When a customer would call with questions regarding products, the inefficient initial documentation processes hindered customer service capabilities and reduced the total amount of customers assisted per day. Furthermore, the manual process of scheduling Field Service operations, combined with the reliance on reactive product servicing, reduced the company’s overall efficiency.
Salesforce Field Service Implementation
Reactive Product Servicing to Proactive Servicing
By investing in a Field Service project with NeuraFlash, they have enabled seamless record keeping of each asset so no matter where their employees are or what role they play in its selling or servicing, they can view all asset information from any device. Additionally, they are now able to tie products to the end user, and track the original sell point via a serial number through the user-friendly interface of the Salesforce mobile application.
Furthermore, we worked with their team to incorporate automatic technician scheduling based on on-site sensor reporting, visualizations, and alerts. This advancement of their system and additional capabilities built within Salesforce Field Service set them up for successful proactive asset maintenance – reducing product related downtime and converting to a proactive servicing strategy. Automatic technician scheduling has vastly improved their customer service, revenue leakage and helped to ensure the longevity of their highly technical, and often critical, products and services.
The impact of proactive, connected, asset management doesn’t stop there. Now able to accommodate more customers, our customer can perform smoother upsales of their own products by utilizing the seamless mobile documentation tools, such as serial tracking and categorization via on-site images, that Salesforce Field Service provides.
Why NeuraFlash
Our expertise from point of sale to point of service gives us the tools and knowledge to implement solutions that unify multiple systems, processes, and teams, while successfully incorporating AI technology. We put the human experience at the center of every interaction, so businesses can provide exceptional interactions with their customers at any point. When you are ready for your digital transformation, get in touch with us!
