customer experience

4 ways manufacturers can deliver a better customer experience

It’s no secret that the pandemic has disrupted life around the world and across all sectors of business. For manufacturing, nearly 80 percent of executives surveyed by the National Association of Manufacturing said they anticipated a long-term financial impact, as well as 53 percent anticipating operational changes and 35 percent facing supply chain disruptions. 

The impact on manufacturing—whether that be global supply chains or production facility staffing—is staggering. It’s led many manufacturing executives to reconsider their strategy or to find a new operational approach that will increase business resiliency. Manufacturers are looking for both a solution for the problems of right now and a means to futureproof for later on. The core need behind it all? Customer-centricity.

Manufacturers can take this time of great change to pivot towards customer-centricity. Let’s cover four crucial ways manufacturers are already using Salesforce automation to deliver a better customer experience and adapt their organizational approach toward greater attention to the customer. Because if the current public health crisis is a wake-up call to adapt, then these best practices are the first place to start for manufacturers:

 

1. Establish customer excellence

Sales, pricing, marketing. All three play a key role in the customer’s journey with you. Refining the customer touchpoints in each department of your manufacturing organization and aligning teams around that customer focus is a great first step to attaining customer-centricity. 

Salesforce’s Customer 360 technology allows manufacturers to connect all their data across those vital touchpoints, ensuring each department is working off the most updated information for every customer interaction. Learn more about how the Salesforce Data Manager connects apps across one platform so all processes have a 360-degree vision.

 

2. Leverage digital operations

If your operations weren’t already, you’re probably learning how now: going online. Front and back offices can find greater unity and efficiency to drive the customer experience by leveraging a completely digital solution.

Field Service is the go-to Salesforce app for manufacturers with extensive field rep/technician services. Manufacturing organizations can decrease costs and provide better maintenance to end users with intuitive timetable management, entitlement and warranty tracking, and scheduling functionality. 

 

3. Discover new business models

There’s one key ingredient to truly understanding your audience for the best customer-centric strategy, and it’s data. Salesforce technology is primed to provide data access, analysis, and security as your organization pivots at this time. 

Of particular note is the rise of subscription-based and recurring revenue business models. Consider how your manufacturing organization can tap into this opportunity and generate more consistent revenue with your existing product offerings. Then, take advantage of innovative technology like Revenue Cloud to streamline the sales and billing cycles of those subscriptions. 

 

4. Improve engagement and sustainability

In order to not only make the supplies needed now but also create lasting value as an organization for the future, manufacturers need to engage an entire community of partners, customers, third parties, and more. Learn how to manage it all with the right Salesforce implementation for you. 

Salesforce goes far beyond the titular sales functionality. Many of our manufacturing clients have uncovered great value in implementing Service Cloud and Community Cloud in order to provide a more cohesive experience to their end users and partners alike. Knowledge libraries, FAQs, and field rep databases are all crucial to manufacturers looking to stay on the cutting edge of engagement innovation, and Salesforce has the features to address it all. 

 

This is just a small selection of the ways Salesforce and automated solutions can help manufacturers of every variety pivot to greater customer-centricity. Reach out today to learn how Simplus can help your organization transition in this new business landscape.

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