salesforce manufacturing sales service experience case study

See how a well known, manufacturing giant that transforms how the world accesses their homes, communities, workplaces and businesses, standardized on the Salesforce platform. From the top of the funnel all the way through post sale and customer retention, Tectonic helped them realize the value in having nearly every interaction point, stem from Salesforce. As a trusted advisor, Tectonic remains closely aligned to help turn “vision” and “strategy” into a reality. Below are just some of the benefits gained across the various business functions. salesforce manufacturing sales service experience case study


Sales Cloud
* Better Account & Contact Management
* Quip integration with Slack & Outlook providing superior collaboration
* Improved reporting and analytics
* 360-degree view of the customer

Service Cloud
* Reduced call handling time
* Reduced case processing time 
* Reduced order entry time to simplify opening orders  through integration with SAP
* Improved reports and measures

Experience Cloud
* Reduced call volume through self help portals for B2B & B2C customers
* Reduced chat volume via Chatbots
* Improved agent routing after chat interaction
* Mobile friendly UI Design

Marketing Cloud
* Automated communication tasks related to customer support cases
* Improved upsell capabilities of support agents
* Customized engagement reporting related to email sends triggered by case updates
* Created custom journeys

Pardot
* Filtered B2B Prospect lists by engagement score
* Cleaned up old Prospects & invalid email addresses
* Coded lead generation forms
* Connected custom objects & fields from CRM into Pardot

Lightning Conversion
* Separate lightning apps for separate teams so that they can see information relevant to them
* Added capabilities of new Salesforce Lightning experience
salesforce manufacturing sales service experience case study

Tectonic Case Study

salesforce manufacturing sales service experience case study
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