Industry Success Stories: Manufacturing


By Caitlin Perry

One of the main reasons that Salesforce helps manufacturers achieve operational success is its ability to help them stay ahead of their industry evolution. While the factories of the future are introducing impressive warehouse tech stacks with predictive machine analytics, IoT sensors, blockchain and autonomous machine-learning, front-office teams can still struggle to collect and analyze leverageable data from antiquated backend systems, like a siloed ERP or home-grown CRM.

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About Salesforce Manufacturing Services

Without centralized data in tow, both sides of the business can suffer from mismanaged vendor experiences, redundant logistics workflows, field agent turnover and disconnected customer journeys. That’s where Salesforce helps manufacturers win.

From the plant floor to the field, a tailored Salesforce solution has the power to make manufacturing success a perfect science. Some common use cases include:

  • Integrating an ERP with a CRM system
  • Measuring supply chain process input and output
  • Automating inventory control across multiple facilities
  • Monitoring distributor relationship health
  • Developing revenue and volume forecasts

Since Canpango’s roots originate in the manufacturing-focused upper midwest, one of the nation’s industrial epicenters, we’ve cultivated a distinct set of honed competencies to help manufacturers propel their businesses forward. You can read about some of our recent Salesforce manufacturing projects below.

 

USE CASE: Automated Warranty Case Request Process
VERTICAL: High-End Bathroom Fixtures
EMPLOYEES: 500+


Challenge
A great benefit of partnering with Salesforce consulting resources is having unrestricted access to platform knowledge and technical expertise. While most certified Salesforce consultants understand how to deliver the meat and potatoes of a tailored implementation solution, only few know how to drill down the industry-specific CRM demands manufacturers depend on to excel.

After a botched Salesforce implementation job from a previous consulting partner that had limited experience architecting solutions for manufacturers, TOTO USA still required a way to streamline their parts request process and automate complex workflows embedded within their warranty program.

Solution
To accomplish this, Canpango consultants created a parts-request process in Salesforce Service Cloud that slashed manual labor from 20 minutes to mere seconds. In addition to this, TOTO and Canpango worked together to funnel warranty information directly into support case details automatically. With corporate sales teams and field operations teams now having increased visibility into case management, TOTO was able to yield faster case-open-to-case-close resolution times and provide a consistent customer experience.

 

USE CASE: Oracle Integration With Sales Cloud
VERTICAL: Luxury Ceramic, Porcelain & Stone Tile
EMPLOYEES: 1,001 – 5,000


Challenge
ERPs drive growth for manufacturers, but that growth can better support a manufacturer’s long-term business goals when properly integrated with a CRM. Interceramics USA came to Canpango with a business challenge that remains surprisingly commonplace today—scaling their operations through the combined power of their ERP, Oracle, and their homegrown CRM. Typical to most legacy manufacturing backend systems, Interceramics was falling prey to disjointed touch points between national field sales reps, local branch service agents and coastal distribution warehouses.

Solution
After choosing to replace their old CRM with Salesforce, Interceramics partnered with Canpango consultants to establish the foremost goal of generating a bidirectional purchase order data exchange between Oracle and Salesforce Sales Cloud. In order to achieve this goal, Canpango implemented Sales Cloud using a focused account management approach, which entailed sales process redesign along with lead routing and assignment processes that could be easily translated into Salesforce. The sum of this work introduced more efficient purchase order logistics that resulted in elevated production planning processes and more intentional customer engagements.

 

USE CASE: Lead Generation Strategy Through Pardot
VERTICAL: Refractory Products
EMPLOYEES: 201 – 500


Challenge
Many small marketing teams often struggle with implementing marketing automation software if they have limited experience with the product. Oftentimes, they rely on blog articles and other educational tools to self-educate. The downside of this plan? It’s not only time-consuming but also vulnerable to misinformation. Resco’s one-man marketing team needed more manpower to develop and execute a Pardot strategy that integrated with its website forms in order to eliminate redundant (or zero) lead outreach between account executives and marketing personnel.

Solution
By partnering with Canpango, Resco was able to design a tailored Pardot solution with a controlled lead scoring model that allowed sales reps to receive real-time notifications upon form-submissions. The sum of this work introduced a lucrative lead generation model to the business’s antiquated marketing processes and data storage infrastructure, which fostered a stronger marketing-sales communication and sped up lead response times from sales reps.

 

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