Manufacturing B2B and B2C Callcenter - gettectonic.com
Salesforce

Manufacturing B2B and B2C Call Center

Maximizing Customer Experiences with Salesforce Manufacturing B2B and B2C Solutions

We’ve helped small and large manufacturers optimize their sales operations and drive efficiencies in their B2B and B2C contact centers.

Salesforce offers a suite of solutions tailored for manufacturing and distribution industries to enhance processes, improve collaboration, and drive overall efficiency. These solutions are designed to streamline operations, improve customer relationships, and provide valuable insights. Here are some key components of Salesforce’s manufacturing and distribution solutions:

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

Tectonic will help you enhance your company’s operational efficiency and expand the reach of your service with highly personalized, AI-driven assistance for customers through various channels. Seamlessly address customer needs via email, phone, messaging apps, Experience Cloud sites, chat, text, or other omni channel platforms. Automatically direct cases to the most suitable service agent, offering intelligent recommendations based on integrated CRM data with the Einstein 1 Platform. With Salesforce Service Cloud, optimize productivity, expedite case resolutions, and improve customer satisfaction. Empower your service agents with pertinent data and effective tools at their fingertips across all communication channels. 

Revolutionize the way your service teams provide value across every customer touchpoint, encompassing customer experience, engagement, processes, automation, and service operations. By reimagining service with Service Cloud, businesses can enhance customer lifetime value, reduce operational costs, and optimize efficiency—from the contact center to the field.

Achieve personalized support at scale with trustworthy Artificial Intelligence. Integrate every customer service process into the Einstein 1 Platform to decrease costs and boost productivity.

Service Cloud provides businesses with a 360-degree view of their customers, enabling the delivery of faster, smarter, and more tailored experiences. Businesses can establish a connected knowledge base, manage case interactions, and facilitate live agent chat—all within a unified platform. Leveraging customer’s past activity data allows for personalized interactions and opportunities for upselling services or products.

With thousands of solutions in the contact center ecosystem, each claiming to offer “AI-powered, next-generation technology,” it’s easy to feel overwhelmed. Many of these claims are valid, as AI and machine learning are transforming contact centers and improving customer experiences. But with so many options and combinations of AI-powered solutions, how can you be sure you’re making the right decision?

The answer is that it’s almost impossible without help. Trying to research and evaluate every solution on your own could take months or even years—by which time, the technology will have evolved. Plus, if you rely solely on information from manufacturers or software providers, you may only get a one-sided perspective that leads to “CCaaS FOMO” (Fear of Missing Out).

A More Objective Approach to the Contact Center Journey

While we can’t claim to be 100% unbiased, we take a unique approach. We start with your business, understanding your specific needs, culture, and processes before introducing solutions that fit. Not every top-rated solution is right for your business, and the roadmap below outlines how we help you navigate this complex landscape.

1. Involving Key Stakeholders

The first step is ensuring you have the right people involved—those with a vested interest in the contact center’s success. It’s helpful to break these roles into three categories:

  • Stakeholders: Directly responsible for decision-making.
  • Contributors: Provide valuable input on critical issues.
  • Advocates: Champion the need for change and drive momentum.

Having clear roles and expectations helps streamline the process and ensures everyone is on the same page.

2. Conducting a Contact Center Assessment

This discovery phase is crucial for identifying the key drivers behind your business needs. Each contact center is different, even within the same industry. That’s why a one-size-fits-all scorecard won’t work. It’s beneficial to bring in a third-party consultant with broad industry knowledge to conduct an assessment, offering valuable insights that help create a clear vision.

3. Creating a Unique Scorecard

Once you’ve completed your assessment, stakeholders can work together to establish a customized scorecard that reflects your business objectives. Whether customer service is your primary focus or you’re more telemarketing-heavy, this scorecard ensures that your solution is tailored to your specific needs. It’s also important to involve contributors and advocates in the process to gain widespread buy-in.

4. Scheduling Solution Demonstrations

With a solid scorecard in hand, it’s time to identify and evaluate vendors. A contact center consultant can help streamline this process. Scoring each solution based on how well it aligns with your goals keeps the focus on substance over flash, ensuring the right solution for your business.

5. Analyzing Scorecard Data

When reviewing the scorecard data, stakeholders should ask key questions:

  • How should we interpret the data?
  • What trends stand out?
  • What are the most important factors for our business?
  • Are there any surprising outliers?

This analysis ensures that decisions are data-driven and aligned with business goals.

6. Finalizing Vendor Selection-AI-Powered Contact Center Landscape

Once the data is compiled and a consensus is reached, it’s time to move forward with a contract proposal. Beyond the solution itself, discuss critical details like implementation timelines, ongoing support, and maintenance to set clear expectations and ensure accountability.

Financial Modeling: Justifying the Investment

Looking at your goals through a financial lens helps quantify the benefits of your contact center investment. For example, reducing average handling time by just 12 seconds across the company might result in cost-neutral savings. Similarly, reducing call abandonment by even half a percentage point can have a significant impact. These financial considerations help justify ROI and set expectations.

Partnering with Tectonic: Expertise You Can Trust

At Tectonic, we live and breathe contact centers. Our team of experts comes directly from this world, so we understand the challenges and opportunities. We’re here to help you navigate the complexities of the contact center ecosystem and bring clarity to your CCaaS journey.

Ready for a Manufacturing Call Center Implementation?

Explore the possibilities of Salesforce Contact Center Salesforce Implementation Solution based on your company’s goals. Tectonic is ready to partner with you, offering support at every stage of your Salesforce journey. Reach out online to request more information or schedule a call – we look forward to discussing your needs!. 

Want to work together? Get in touch and tell us all about it.

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