Transform your organization from product-centric to customer-centric with our Service Excellence Solution for Manufacturers.
Deliver Excellent Customer Service: Manage customer inquiries across e-mail, phone, web and social channels to unlock up-sell and cross-sell opportunities.
Provide Warranty and Contract Management: Offer warranty extensions and upgrades to increase revenue and ensure you are providing the right level of service to your customers.
Increase Loyalty with Customer and Distributor Collaboration: Deliver a seamless self-service experience, drive down call volume and increase customer satisfaction utilizing Salesforce Communities.
Increase First Time Resolution with Field Service Management: Improve first time fix rates by assigning and deploying technicians based on skill set and location; better manage work orders and field service personnel.
Drive Insight Into Order and Inventory Management: Integrate with your ERP system to surface critical information to customer service, such as order and inventory data, and gain a 360 degree view of your customer.
Connect Your Products with IoT: Gain valuable insight into product usage and potential issues to drive a predictive customer service model and differentiated offering.
Hear from manufacturing experts Bob Landgren, Will Wu, and Achyut Jajoo - Global Industry Leader, Salesforce, on how aftermarket services can deliver effortless customer service, customer loyalty and additional revenue while raising the bar on the competition.
Learn how Atek utilized a connected solution to improve customer service and unlock revenue streams in this case study.
We start by defining your objectives and understanding your business goals. Then, we observe your people and processes at work in your environment and look at your data and technology. From there, we blend the science of engineering and the art of people into a new workforce operating model that maximizes productivity and, more importantly, is sustainable. Specifically, our consultants are experts in:
The result: you achieve 100-percent productivity from 100-percent of your workforce. On average, our clients achieve 25% improvements in productivity – year after year – after working with West Monroe. Can your organization compete with that? If not, it may be time to take a closer look at your workforce and whether it’s working for you.