Embraer Embraces Salesforce to Take Customer Experiences to New Heights
Third largest aircraft manufacturer uses Salesforce to drive growth and better connect with its commercial aviation customers around the world SAN FRA
Third largest aircraft manufacturer uses Salesforce to drive growth and better connect with its commercial aviation customers around the world
SAN FRANCISCO—November 1, 2017—Salesforce (NYSE: CRM), the global leader in CRM, today announced that Embraer—a major aeronautics company with more than 1,800 global customers and 5,600 planes in service today—has deployed Salesforce to transform how it connects with it’s customers and deliver more personalized, impactful customer experiences.
Embraer previously used manual processes and outdated on-premise systems to manage its aviation business across commercial, military and executive markets. As a result, the company lacked a 360-degree view of its customers and the capability to create more personalized and intelligent customer relationships. The company turned to Salesforce to transform its customer relationships, deploying Salesforce Sales Cloud, Service Cloud, Marketing Cloud, Community Cloud, Salesforce Analytics and the Salesforce Platform. With Salesforce, Embraer is centralizing information about each of its commercial planes, which was previously distributed across 80 different databases.
With one single view of its entire fleet in Salesforce, Embraer can quickly understand what’s going on with every aircraft and better anticipate any needs its airline customers may have. As a result, Embraer is able to provide them with more proactive engagement, from prospecting to the initial purchase of an aircraft to ongoing maintenance throughout its lifetime.
Embraer is also using Salesforce to empower its customers. With Community Cloud, Embraer’s customers can access an online catalogue of more than 600 products and services—such as add-on wifi, seating arrangements and interior design—enabling them to easily customize their aircrafts to better serve their passengers.
“Predicting the unpredictable is our ultimate mission, as our customers simply do not like surprises with operational interruptions,” said Johann Bordais, president and CEO, Embraer Services & Support. “Salesforce gives us a platform to not only modernize and scale quickly, but to deeply understand our customers and delight them in new ways.”
“The aviation manufacturing industry is one of the driving forces behind global trade and transportation. It’s imperative for manufacturers to invest in new and innovative technologies to deliver better experiences to its airline customers and passengers,” said Cindy Bolt, SVP, Salesforce Industries, Manufacturing and Consumer Goods. “Embraer understands the need to adapt and embrace technological change to engage with their customers in smarter ways, and we’re excited to be part of their digital transformation journey.”
Since 1969 Embraer, headquartered in Brazil, is one of the largest aircraft manufacturers in the world, focusing on specific market segments with high growth potential in commercial, military and executive aviation. Embraer develops and adapts successful aircraft platforms and judiciously introduces new technology whenever it creates value by lowering acquisition price, reducing direct operating costs, or delivering higher reliability, comfort and safety. For more information visit: http://embraer.com.
Salesforce empowers companies of every size and industry to connect with their customers in a whole new way through the power of AI + data + CRM. For more information about Salesforce (NYSE: CRM), visit: www.salesforce.com.
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