Expanding its use of the Salesforce Customer Success Platform, Miner deploys Salesforce Field Service Lightning and Analytics Cloud
SAN FRANCISCO—May 5, 2016—Salesforce (NYSE: CRM), the Customer Success Platform and world's #1 CRM company, today announced that Miner, one of North America’s largest independent facility experts, has deployed Salesforce Field Service Lightning and Analytics Cloud to enable faster, smarter and more personalized service—from the phone to the field—on one platform.
Previously, Miner was looking for a way to consolidate CRM and field service management and enhance the experience for customers and team members. By connecting Sales Cloud Lightning, Service Cloud Lightning, Community Cloud and Pardot with Analytics Cloud and Field Service Lightning, the company will be able to analyze data from a variety of sources across its business to get smarter about its customers and provide a more proactive, meaningful customer experience. Additionally, Miner will provide its employees, partners, customers and technicians with real-time, actionable information from anywhere and on any device.
“In this industry, it’s standard to have five or six different systems for managing employees, customers, technicians, assets and partners, and just the noise between each system becomes challenging to the overall customer experience,” said Mirza Chughtai, CIO, Miner. “With Salesforce, we’re bringing the entire process end-to-end on one platform, from acquiring customers to managing partner relationships. We’re going to provide a seamless, connected customer experience that no one else in the industry can rival.”
Miner is transforming how it engages with customers and is setting a new standard of customer focus for the facility experts industry. With the deployment of Salesforce, Miner expects to significantly decrease the time it takes to service a customer—from the initial call to the final invoice—by more than 65%.
In addition to creating a more seamless experience across its internal ecosystem, Salesforce will enable Miner to provide consistent, high-quality customer service across its network of more than 300 self-perform technicians and 40,000 partner technicians. By using Field Service Lightning, the company will manage customer-specific work plans that partner technicians can access on their mobile devices. And with Analytics Cloud, Miner will track and analyze vendor KPIs and dispatch only those technicians with the highest ratings.
“We have entered a new era, where customer experience has overtaken price and product as the #1 brand differentiator,” said Mike Milburn, GM & SVP of Service Cloud, Salesforce. “With Salesforce Lightning, Miner can connect and analyze its entire ecosystem to become smarter about its customers and provide a more holistic customer experience—from the call center to the field. Miner is raising the bar for the facilities industry and connecting with customers in exciting new ways.”
Miner is one of North America’s largest Brand Independent facility expert in the areas of mission critical equipment installation, providing 24 x 7 services and repairs and providing customized solutions for manufacturing, distribution and retail industries to help reduce customer costs and improve uptime of their mission critical equipment, with a keen focus of creating a safer and more sustainable environment. For more information visit www.minercorp.com.