ABB Builds Durable Customer Relationships With Salesforce CPQ
The future is radiant, with the right platform
In 2022, ABB partnered with Salesforce to tackle on a two-year digital transformation from a linear products-based business to one founded on customer partnership. To succeed in this goal of project Mirai, the Japanese word for future, ABB uses multiple Salesforce Cloud to create a digitally connected lead-to-revenue process around a 360-degree view of its customer.
Bust silos to build an improved customer experience
But standing in the way of this vision were data silos built up from years of acquisitions and system building. ABB took down those silos to build a new and improved customer experience by transitioning from its on-premise CRM system to a sales cloud and service cloud,. Streamlined renewable- powered by salesforce CPQ – are a paramount part of the new recurring-revenue business model.
Experience refreshingly easy renewals
Account managers had to manually darn together every renewal quote by painstakingly searching different data silos before Salesforce CPQ, Now, they have a complete view of all the assets owned by an account and can easily create large, complex renewal quotes, often over, 1500 lines. Because of this reinvented renewal process, account sales and services reps have the time and information to meet customer needs proactively.
Having a single view of our customer’s assets in a single place, in a single platform that is well-defined architecturally, has helped us significantly. And CCI will keep improving on it.’’
CCI team helped us reduce the customer response time and improved the overall experience. Their team was very professional and
Project Lead, CRCS Courier