Simplifying Manufacturing Operations with Smart Technology
A leading American engine and power generation manufacturer serving 190+ countries recognized that fragmented systems limited dealer effectiveness and customer satisfaction. Without a centralized platform, their global network struggled with inconsistent repair processes, manual operations and limited visibility across critical business functions.
The manufacturer chose to partner with HCLTech to revolutionize their operations and saw a reduction in service time, doubling of customer satisfaction scores and streamlined sales processes—creating a unified experience for dealers and customers worldwide.
The Challenge
The manufacturer faced significant operational obstacles that limited efficiency and customer experience:
- Fragmented dealer systems: No centralized application for dealers and distributors led to inconsistent diagnosis and repair approaches worldwide
- Manual operations: Lack of automation created inefficiencies and errors across sales and service processes
- Limited visibility: Incomplete real-time access to warranty and claims information delayed service delivery
- Integration gaps: Disconnected internal systems prevented seamless data flow between critical business applications
- Invoicing complexity: Missing features like auto-renewals, proration and co-terming led to billing inaccuracies
- Inconsistent reporting: Varying data versions across systems created conflicting event information
These challenges significantly impacted the manufacturer's ability to deliver consistent service excellence across its global dealer network, limiting sales effectiveness and customer satisfaction.
The Solution
HCLTech delivered a transformative Salesforce Cloud implementation that created a unified platform for the manufacturer's global operations:
- Sales Cloud transformation: Configured and customized Salesforce Sales Cloud for comprehensive management of accounts, contacts, opportunities, products and quotes—integrating with Customer Data Hub for streamlined operations
- B2B Commerce enablement: Implemented a customized Salesforce Commerce Cloud, supporting B2B and B2C purchases for distributors, dealers and fleets—integrating with Vertex tax compliance and CyberSource payment gateway
- Service application innovation: Architected a cutting-edge service application connecting service providers directly to engines for troubleshooting, reducing repair times
- Salesforce Community Cloud implementation: Created a central platform giving dealers and distributors access to all necessary resources and information
- Comprehensive integrations: Built connections with telematics, engines, knowledge bases, warranty systems and legacy platforms, creating a seamless workflow
- Global support model: Established support for all distributors and dealers using the service application
Throughout this transformation, we provided strategic consultation on architectural consideration,s including Salesforce’s organizational strategy and governance frameworks.
The Impact
The Salesforce Cloud implementation delivered significant business improvements:
- 15% reduction in service time: Streamlined access to diagnostic information and direct engine connections accelerated repair processes
- 100% improvement in customer satisfaction: CSAT scores doubled from 40% to 80% within one year of service transformation
- Enhanced sales processes: Structured approach and 360-degree customer view maximized sales opportunities
- Intuitive mobile experience: Purpose-built mobile UX drove higher customer engagement
- Scalable architecture: Flexible platform enabled continuous evolution and improvement
- Salesforce Center of Excellence: Established CoE, improved working excellence and ongoing optimization
Beyond the Numbers
This transformation fundamentally changed how the manufacturer supports their global dealer network and serves customers. The shift from fragmented systems to an integrated Salesforce ecosystem provides a foundation for consistent excellence across all customer touchpoints.
The centralized platform ensures dealers worldwide follow consistent diagnostic and repair processes, while real-time access to warranty and claims information enables faster service delivery. With streamlined sales processes and comprehensive customer views, the manufacturer can deliver personalized experiences that build lasting relationships.
Celebrating Success
HCLTech is committed to helping manufacturers transform their operations through intelligent, cloud-based strategies. Our partnership with this American engine manufacturer demonstrates how comprehensive digital transformation delivers immediate operational improvements and long-term customer experience advantages.
As manufacturing continues to evolve, this modernized Salesforce foundation provides the agility needed for ongoing innovation,enabling the company to continuously enhance dealer support and customer experiences across its global operations.
