Hear how manufacturers are transforming their service business with automation by orchestrating end-to-end processes for customer support, complaints, and product issues across departments.
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Transform Your Manufacturing Service Experience
, Director, IT Sales and Service Enablement, Eaton
, Director, Manufacturing Industry Solutions & Strategy, Salesforce
, Industry Solutions & Strategy Senior Manager, Manufacturing, Salesforce
Role: Operations, Service
Industry: Manufacturing
Product: Agentforce Field Service, Agentforce Manufacturing, CRM Analytics
Session Level: Introductory
- Tuesday, Sep 129:00 AM - 9:40 AM PDT(4:00 PM - 4:40 PM GMT)Grand Ballroom B (InterContinental, Level 3)
Session Summary by Einstein: In this Dreamforce session, Nanda from Salesforce's manufacturing product and solutions team, along with Robert from Eton, discussed the challenges and opportunities in the manufacturing service space. They highlighted the changing customer expectations and the complex ecosystem manufacturers have to navigate. They also discussed the potential of data generated from connected products to create more revenue and transform service from a cost center to a profit center. The session also covered Salesforce's efforts to deepen asset-centric capabilities, such as warranty life cycle management and service contract streamlining. They also introduced the concept of a connected twin of the asset, which allows for proactive and predictive service. The session concluded with a demo of the asset service console and the event orchestration framework.
Key Takeaways by Einstein:
- • The Dreamforce session highlighted the importance of understanding customer needs and expectations in the manufacturing service space, emphasizing the need for transparency and collaboration between Salesforce and its customers.
- • Salesforce is deepening its asset-centric capabilities, leveraging data and AI to streamline operations, predict warranty claims, and provide a single source of truth for the entire asset lifecycle.
- • The session introduced the concept of a "connected twin" of an asset, which allows manufacturers to monitor asset performance and proactively address issues, thereby transforming their service from a cost center to a profit center.
From thought-provoking sessions to hands-on workshops, Dreamforce equips you with the tools and knowledge to succeed."
Nadina D. Lisbon
CRM Enterprise Architect
NetApp
