More than 5 billion people come into contact every day with products whose manufacturing involves measurement technology from Endress+Hauser. Whether it’s chemicals, food, or oil and gas, companies across a wide range of industries rely on the measuring devices, services, and solutions for industrial process engineering provided by this leading company. Customer expectations are constantly evolving, emphasizes Leonie Baur, the company’s IT Project Manager: “We see customer satisfaction as the foundation for growth. That’s why we rely on Salesforce’s cloud-based platform as the backbone of our global omnichannel customer interaction project.” Kevin Geiger, Head of Department – Applications CRM, adds: “We recently chose Agentforce not only to increase our own efficiency, but above all to enhance the customer experience at our Welcome Desk.”
Our Trailblazer Kevin Geiger on…
… Agentforce and its benefits
“With our technical support, we want to make customer service both efficient and user-friendly. We have found a solution in Agentforce that enables exactly this. Agentforce will serve as the Welcome Desk at Endress+Hauser. When a customer first contacts us, we collect the most important information – such as the problem description, serial number, or product details. This information is then shared in a targeted way. A concrete example is the use of knowledge articles to provide customers with a direct solution. This saves time and resources, as many problems can be solved immediately. If this is not possible, customers can either schedule an appointment or be routed directly to a support agent. Since Agentforce is directly integrated into the Salesforce platform, we are using technology that we already know very well. This not only shortens time to market but also reduces training effort for our IT colleagues. What’s particularly exciting is that with Agentforce, we can actively contribute to global AI development. By leveraging the Salesforce platform and Agentforce, we can deliver tangible added value for Endress+Hauser and our partners. It’s a truly exciting project for the future.”
Our Trailblazer Leonie Baur on…
… the importance of data in delivering a better customer experience
“The more precisely we know our customers, the better we can support them. For many years, Salesforce has served as the information hub for our sales and service departments. The information collected here comes from an ever-growing number of channels. Our vision for the next step is to centrally manage all customer interactions across these channels in Salesforce to ensure a consistent and personalized customer experience. For example, if a customer sends an email one week, the person who takes a call from that customer the following week should also be informed about it. We already track a lot, but many processes are still manual, and unfortunately, mistakes can still occur.”
… the successful launch of the world’s largest Service Cloud Voice project
“Our products are highly complex; for our flow measurement solutions alone, there are around two million configurations. It’s no surprise that many of our customers prefer the phone as their primary channel to have in-depth conversations with our experts and get quick answers.
That’s why, together with our partner DIA and through the integration of Vonage’s contact center technology, we developed a solution that serves as a global blueprint for the Endress+Hauser Group. We will roll this out to 3,800 users in 50 countries, while still accounting for local differences in processes to best support our customers. With this setup, Endress+Hauser employees can make and receive calls directly within Salesforce. For incoming calls, the existing data in Salesforce ensures that customers are routed to the right contact person. The customer data record with the last interactions is automatically displayed for the employee. Every call is logged in Salesforce and will soon be transcribed. With the help of the transcript, we will be able to automatically summarize calls or recommend the appropriate next steps with Einstein Next Best Action.”
Our conclusion: From kick-off to go-live in the pilot country, it took less than three months. Salesforce has proven to be a strong partner that shares our vision for the perfect customer experience and allows us to focus fully on process design. The underlying technology works reliably and offers out-of-the-box solutions, such as transcription and automatic summarization. These features help us connect all relevant customer interaction channels and make better decisions.”
Read more about our Service Cloud.
