Transforming Service Operations and CSAT with Salesforce for a Manufacturing Company
Overview
A manufacturing company that designs and distributes engines and power systems within North America, was using multiple disconnected tools. This led to inaccurate data and slow service cycles with its dealers working in separate systems. Sales teams lacked a clear view of accounts and opportunities, and service teams were operating without real-time access to engine and warranty data. That’s when CCI built a unified Salesforce instance connecting sales, service, dealers, and commerce, giving the business reliable data and faster execution.
PROBLEMS:
- No Single Source of Customer Data
- Limited Service Visibility
- Broken Sales and Dealer Processes
- Manual Billing and Renewals
SOLUTIONS
Salesforce CRM Foundation
CCI designed a clean Salesforce org model and governance framework. Sales Cloud centralized accounts, pricing, and opportunity tracking.
Dealer and Service Applications
Custom Salesforce apps gave dealers and service teams one unified and secure workspace to manage cases, repairs, and product data.
System Integrations and Support
CCI provided steady production support by integrating Salesforce with the company’s customer data hubs, telematics, warranty, and finance systems.
B2B Commerce on Salesforce
Salesforce Commerce Cloud enabled online ordering, subscriptions, invoicing, and payments for dealers and distributors.
RESULTS
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Faster Service Resolution
Engine service time dropped by 15%. Engineers saved about 75 minutes per day through faster diagnosis and fewer repeat visits.
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Higher Customer Satisfaction
Clear workflows and better data access improved service quality. CSAT increased from 40% to 80% in one year.
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Unified Dealer Experience
Dealers and distributors now use one platform for sales, service, orders, and support instead of multiple disconnected tools.
