{"id":54118,"date":"2022-02-03T05:57:00","date_gmt":"2022-02-03T13:57:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=54118"},"modified":"2023-02-24T13:10:15","modified_gmt":"2023-02-24T21:10:15","slug":"salesforce-introduces-innovations-for-manufacturing-cloud-to-automate-service-processes","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/salesforce-introduces-innovations-for-manufacturing-cloud-to-automate-service-processes\/","title":{"rendered":"Salesforce Introduces Innovations for Manufacturing Cloud to Automate Service Processes"},"content":{"rendered":"\n<p>Salesforce today announced <a href=\"https:\/\/www.salesforce.com\/products\/manufacturing-cloud\/overview\/\" target=\"_blank\" rel=\"noreferrer noopener\">Manufacturing Cloud for Service<\/a>, a new, industry-specific platform built on Service Cloud.&nbsp;<\/p>\n\n\n\n<p><strong>Why it\u2019s relevant: <\/strong>With Manufacturing Cloud for Service, manufacturers can take advantage of Service Cloud\u2019s ability to deliver smarter, faster, and more personalized service across any channel or device to grow customer loyalty and satisfaction, replacing the various legacy customer service tools that make it difficult for service teams to quickly access data.<\/p>\n\n\n\n<p>Built with manufacturers&#8217; needs in mind, the platform also comes with manufacturing-specific innovations. It quickly connects to a company\u2019s Enterprise Resource Planning (ERP) platform and contains prebuilt processes and a data model to allow customer service, field technicians, and product teams to effectively manage customer service cases.<\/p>\n\n\n\n<p><strong>Driving the news: <\/strong>Manufacturers are increasingly managing customers who expect 24\/7, omnichannel digital service experiences. What\u2019s more, Salesforce\u2019s recent <a href=\"https:\/\/www.salesforce.com\/news\/stories\/new-research-highlights-pandemics-destabilizing-effect-on-manufacturing-and-what-comes-next\/\" target=\"_blank\" rel=\"noreferrer noopener\">Trends in Manufacturing Report<\/a> found that 56% of surveyed manufacturers consider pandemic-induced changes to their customer service capabilities to be permanent.&nbsp;<\/p>\n\n\n\n<p>These manufacturers are looking for ways to strengthen customer loyalty while also automating customer service and turning it from a cost enter into a revenue generator.&nbsp;<\/p>\n\n\n<div class=\"wp-block-image\"><div class=\"wp-block-image__wrapper\">\n<figure class=\"aligncenter size-large prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"54161-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" height=\"576\" width=\"1024\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service.png?w=1024\" alt=\"\" class=\"wp-image-54161\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service.png?w=343&amp;h=193 343w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n<div id=\"54161-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image aligncenter size-large prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"675\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service.png?w=1024\" alt=\"\" class=\"wp-image-54161\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service.png?w=343&amp;h=193 343w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n<\/div><\/div><\/div><\/div>\n\n\n<p><strong>Details: <\/strong>Manufacturing Cloud for Service builds upon Salesforce\u2019s <a href=\"https:\/\/www.salesforce.com\/news\/press-releases\/2019\/09\/16\/salesforce-launches-manufacturing-cloud-aligning-sales-and-operations-to-deliver-more-transparent-and-predictable-business-outcomes\/\" target=\"_blank\" rel=\"noreferrer noopener\">early commitment<\/a> to the manufacturing space with a complete platform that can handle all of a company\u2019s customer-centric operations \u2013 from sales to service \u2014 helping drive revenue. Key features include:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Automated service processes drive efficiency<\/strong>: Customers can create automated workflows across the manufacturing ecosystem with Digital Process Automation, powered by OmniStudio, to resolve cases fast and power process automation with contextual information from disparate sources. This allows a manufacturing customer to initiate an application or claim from a customer portal and receive automated, guided engagement as they fill out a form. On the operations side, customer service representatives and other support teams can then pick up the case and evaluate it alongside data from an ERP platform or other sources to quickly close the claim out.&nbsp;<\/li><li><strong>Service parts forecasting tool improves predictions<\/strong>: The new tool offers a forecasting framework to capture a holistic view of predicted volumes and demand, including installed base and service consumption. Customer service data \u2013 from work orders to warranty claims \u2013 are analyzed to inform part plans.&nbsp;<\/li><li><strong>Voice of the customer, elevated<\/strong>: Using native Salesforce surveys, manufacturers can now capture feedback directly from customers at every stage of the relationship and leverage the insights to refine customer experiences and product strategies.<\/li><\/ul>\n\n\n<div class=\"wp-block-image\"><div class=\"wp-block-image__wrapper\">\n<figure class=\"aligncenter size-large prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"54160-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" height=\"521\" width=\"1024\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service_Product_Guide-Must-Include.png?w=1024\" alt=\"\" class=\"wp-image-54160\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service_Product_Guide-Must-Include.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service_Product_Guide-Must-Include.png?w=300&amp;h=153 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service_Product_Guide-Must-Include.png?w=768&amp;h=391 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service_Product_Guide-Must-Include.png?w=1024&amp;h=521 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service_Product_Guide-Must-Include.png?w=264&amp;h=134 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service_Product_Guide-Must-Include.png?w=500&amp;h=255 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service_Product_Guide-Must-Include.png?w=678&amp;h=345 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service_Product_Guide-Must-Include.png?w=150&amp;h=76 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service_Product_Guide-Must-Include.png?w=379&amp;h=193 379w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n<div id=\"54160-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image aligncenter size-large prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"611\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service_Product_Guide-Must-Include.png?w=1024\" alt=\"\" class=\"wp-image-54160\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service_Product_Guide-Must-Include.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service_Product_Guide-Must-Include.png?w=300&amp;h=153 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service_Product_Guide-Must-Include.png?w=768&amp;h=391 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service_Product_Guide-Must-Include.png?w=1024&amp;h=521 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service_Product_Guide-Must-Include.png?w=264&amp;h=134 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service_Product_Guide-Must-Include.png?w=500&amp;h=255 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service_Product_Guide-Must-Include.png?w=678&amp;h=345 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service_Product_Guide-Must-Include.png?w=150&amp;h=76 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/02\/Newsroom_Service_Product_Guide-Must-Include.png?w=379&amp;h=193 379w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n<\/div><\/div><\/div><\/div>\n\n\n<p><strong>The Salesforce perspective:<\/strong> \u201cAs the manufacturing industry contends with supply chain delays, there are increased expectations from customers for personalized service and asset uptime,\u201d said Achyut Jajoo, SVP and GM of Manufacturing and Automotive, Salesforce. \u201cWith Manufacturing Cloud for Service, manufacturers can pull in customer, order, product, and asset performance data and insights to deliver differentiated customer experiences, boost brand loyalty, and enhance customer relationships.&#8221;<\/p>\n\n\n\n<p><strong>The industry perspective: <\/strong>\u201cWith the help of Manufacturing Cloud for Service, we will be able to deliver services much faster to our customers, and we can make sure that asset downtime is as minimal as it can be,\u201d said Thomas G\u00f6cke Head of Digital Business Transformation for <a href=\"https:\/\/www.koenig-bauer.com\/en\/\" target=\"_blank\" rel=\"noreferrer noopener\">Koenig &amp; Bauer<\/a>. \u201cThat, in turn, helps our customers be more productive and more successful in the marketplace.\u201d<\/p>\n\n\n\n<p><strong>More information:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Go <a href=\"https:\/\/www.salesforce.com\/products\/manufacturing-cloud\/overview\/\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a> to learn more about Manufacturing Cloud for Service and Manufacturing Cloud for Sales.&nbsp;<\/li><li>Watch the \u201cIntroducing Manufacturing Cloud for Service\u201d on-demand webinar <a href=\"https:\/\/www.salesforce.com\/form\/events\/webinars\/form-rss\/3581265\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a>.<\/li><li>Check out Salesforce\u2019s partners leading on Manufacturing Cloud \u2014 <a href=\"https:\/\/appexchange.salesforce.com\/appxConsultingListingDetail?listingId=a0N30000001yKpNEAU\" target=\"_blank\" rel=\"noreferrer noopener\">Deloitte Digital<\/a>, <a href=\"https:\/\/appexchange.salesforce.com\/appxConsultingListingDetail?listingId=a0N3000000DTzuyEAD\" target=\"_blank\" rel=\"noreferrer noopener\">DIA<\/a> and <a href=\"https:\/\/appexchange.salesforce.com\/appxConsultingListingDetail?listingId=a0N30000005tuFaEAI\" target=\"_blank\" rel=\"noreferrer noopener\">Traction on Demand<\/a>.&nbsp;<\/li><\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Salesforce today announced Manufacturing Cloud for Service, a new, industry-specific platform built on Service Cloud.&nbsp; Why it\u2019s relevant: With Manufacturing Cloud for Service, manufacturers can take advantage of Service Cloud\u2019s ability to deliver smarter, faster, and more personalized service across any channel or device to grow customer loyalty and satisfaction, replacing the various legacy customer [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":54143,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[1],"tags":[],"sf_content_type":[1735],"sf_theme":[1912],"sf_topic":[2498,1757,1726],"sf_product":[],"sf_industry":[1787],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-54118","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-news-highlights","sf_theme-digital-transformation","sf_topic-automation","sf_topic-customer-service-and-support","sf_topic-digital-transformation","sf_industry-manufacturing"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 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