Case Study: Industrial Turf Equipment

Manufacturing Solution: Salesforce Service Cloud

Global provider of innovative turf, landscape, rental and construction equipment, and irrigation and outdoor lighting solutions.

Need: The service team at an industrial turf equipment and irrigation systems manufacturer was operating with decentralized customer information and a limited ability to track requests. The team had leveraged an Access Database application to serve as the master repository for requests, but it was not connected to other vital support systems. The manufacturer was up against several challenges. Request escalation was a manual process, with limited success reporting. There was also no phone connectivity to existing customer records and support personnel were communicating face-to-face for issue resolution.

Approach: Identified core set of processes essential to the manufacturer and built a core feature set for a Salesforce based order services support hub. Salesforce case management and existing account and data structures were leveraged to establish a new request tracking process. The Salesforce service console was configured as the primary entry point for the support team into Salesforce. Avaya phone integration was used to facilitate inbound calls. A centralized solution for the support team was also implemented.

Result: Support team reactions to having access to a centralized CRM for managing support requests and customer attributes was extremely positive. The management team is now capable of gauging individual representatives and support team performance using metrics. Boosted team satisfaction and the manufacturer gained a heightened understanding of their customers. Request completion rates and timing improved.

OVERVIEW

Need: A service team specializing in commercial customers was operating with decentralized customer information and a limited ability to track requests.
Approach: A core feature set for a CRM Salesforce based order services support hub was implemented to establish a centralized solution for the support team.
Result: Access to a centralized CRM for managing support requests and customer attributes.