Electrotherm India is at the forefront of worldwide innovation in the engineering metal melting industry. The US$400M manufacturing conglomerate services customers in 44 countries across the globe. Rapid growth has nearly eclipsed its operational capability, triggering an ambitious digital transformation. The primary objective is to connect management and every business line with a seamless flow of information.
Dr Vishad Rahangdale, CIO, said, “We didn’t have easy access to data on our customers and projects, which impacted customer service. We saw the Salesforce Customer Success Platform as a way to turn that around, giving us a constant flow of rich data to service customers faster and drive new opportunities.”
Before Salesforce, Electrotherm was sifting through spreadsheets and emails to understand customer requirements, which was a big drain on time and resources.
Electrotherm was also missing details around their customisations and preferences – information it needed to deliver fast service. Delays in the business are costly for customers – every hour that Electrotherm’s equipment is inactive within their sites loses the customer revenue. It knew that to be successful it needed to put the customer first and eliminate that loss.