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For manufacturing contact centers, think system before processes

Mar 25, 2024 | Admin, Latest News, Manufacturing, Service Cloud

Do you want to eliminate long wait times, improve customer access to 24/7 support, and find ways to make an improved customer experience more efficient and scalable?

Hey, who doesn’t?

Don’t consider these upgrades isolated processes; look at the complete system. Your problems are bigger than loopy phone menus, overwhelmed agents, and siloed access to customer information–you lack a fantastic customer experience for your manufacturing customers.  

“By applying platform operations principles to the customer experience and moving away from process thinking to platform thinking, a company can begin building a vision to meet business objectives and key results (OKRs) rather than technology and goals of service levels (KPIs),” explained Peter Bendor-Samuel, CEO of the Everest Group, and a Forbes contributor, adding that persistence between business and their tech team is critical for success. 

“Persistent teams stay together over several years and build on their knowledge of the technology, organization, industry and team dynamics. Persistent teams continue their learning curve when business goals or tech changes occur,” Peter said. 

Data shows that 35 percent of global companies currently use AI, and over 50 percent plan to incorporate AI technologies into their operations this year.

Beware: Implementing digital transformation with AI-supported technologies isn’t a “fix it and forget it” investment. “There have been, in the near and short term, organizations that can capitalize on it right now and have done so successfully,” Kevin Willemse, Managing Director at Simplus, said. “But there are also a lot of instances where there are less successful endeavors into the world of AI by companies that didn’t look at the utility for their particular use cases.”

Advisory teams provide valuable insights into the manufacturing industry’s best practices, emerging trends, and potential pitfalls, which equips your contact center to stay ahead of the curve and deliver a superior customer experience. For instance, 


Do Your Customers Complain About Long Wait Times? 

Advisory Services can discuss features that work with your centralized database to improve the frontline experience. 

  • Intelligent Routing: Using skillset, availability, and historical performance, AI can match customers with the right agent more quickly, which reduces wait times and ensures inquiries are handled efficiently.
  • Chatbots and virtual agents can handle routine inquiries and tasks without human intervention. 
  • Predictive Analytics: AI algorithms can analyze historical data to predict call volumes and peak times, allowing contact centers to adjust staffing levels and resources to meet anticipated demand proactively. 
  • Interactive voice response (IVR), other self-service systems, and online knowledge bases help customers find answers or resolve issues on their own without waiting for assistance from a live agent. 
  • Real-Time Monitoring and Assistance: AI technology can monitor customer interactions in real time, detecting patterns or issues that may lead to longer wait times or dissatisfaction. AI systems can then alert supervisors or suggest interventions to address these issues promptly, ensuring customer inquiries are handled efficiently and effectively.


Do Your Customers Want More Personalized Services?

In addition to chatbots and predictive analytics, your Advisory team can talk about:


Customer Profiling

With this tool, AI algorithms can analyze customer data, including purchase history, preferences, and interactions with the company, to create detailed customer profiles. 

By understanding each customer’s unique needs and preferences, contact center agents can provide personalized recommendations, product suggestions, and support tailored to individual requirements.


Product Configuration and Customization

These AI-driven engines can help manufacturing contact centers offer customers personalized product configuration and customization options. By analyzing customer requirements and preferences, AI can suggest the most suitable product configurations and features to meet each customer’s unique needs, enhancing the overall customer experience.


How can today’s AI-based digital solutions set the stage for tomorrow’s revenue growth?

In a word: Resilience. 

“Manufacturers can build this resilience by mitigating or eliminating vulnerabilities within their shop, particularly in the areas of IT, labor, customers and supply chain,” said Brett Polglaze, who admits it’s a tall order. “The key is to understand what’s within your sphere of control and your sphere of influence and to frame your efforts accordingly.” 

Resilient contact center solutions are inherently scalable and adaptable, allowing organizations to quickly adjust to fluctuating demand, seasonal peaks, or unexpected spikes in call volume. 

These factors contribute to seamless customer service across various channels, ensuring consistent and reliable customer support whenever they seek assistance. By minimizing wait times, reducing call abandonment rates, and resolving inquiries promptly and effectively, resilient contact centers enhance the overall customer experience, fostering satisfaction and loyalty. Here are some solutions: 


Uninterrupted Service Delivery

Contact centers can maintain operations and uphold service levels by implementing redundant systems, failover mechanisms, and disaster recovery plans, safeguarding customer satisfaction and loyalty.


Data Security and Compliance 

Resilient digital transformation efforts prioritize security measures, encryption protocols, and access controls to protect customer information from unauthorized access, breaches, or data loss.


Disaster Recovery and Business Continuity 

Backup systems, redundant networks, offsite data storage, and contact centers can minimize downtime and quickly resume operations in the event of a disaster or outage, minimizing financial losses and reputational damage.

For meaningful transformation, organizations must view upgrades in their contact center systems as part of a holistic approach rather than isolated processes. 

By taking a comprehensive view of the entire system with a focus on enhancing every aspect of the customer journey, organizations can overcome challenges, build resilience, and ultimately establish themselves as leaders in delivering exceptional customer service and satisfaction in the manufacturing industry.



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