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Key Takeaway:We are a publicly traded company. Please make your buying decisions only on the products commercially available from Salesforce.
Before I begin, just a quick note that when considering future developments, whether by us or with any other solution provider, you should always base your purchasing decisions on what is currently available.
We are incredibly thankful for the industry success we have achieved already. In each major manufacturing sector, we have strong customers who are leveraging Salesforce products and solutions to solve their biggest innovation challenges.
And during these journeys together, we’ve learned a lot about the new challenges facing manufacturers of all sizes.
All have advised, the demands of the customers are changing the tradition B:B business model…..
Notes: Customer’s are PULLING for more:
At the heart are customers who expect more due to their experience with mobile, social, and digital technology
Right service engineer, right skills, right time, right place that has done his/her research before engaging
Expectations is to deliver value based services….know the equipment, the maintenance patterns, the and usage.
Notes: Industry is PUSHING for advancement
Pressure to have an IOT strategy…knowing how to get started
Ability to adopt and be agile to emerging market demands, technology capabilities……..
McKinsey conducted a recent study with their customers. They found:
Less than half the manufacturers surveyed felt prepared for Industry 4.0 or had a clear strategy
Digital capability gaps were a particular area of concern
As a result CEOs are becoming increasingly involved in Industry 4.0 strategy
1. Need to reimagine the engagement…to retain, enrich, and create loyalty
2. USG great example. My personal story:
USG products build supplies, dry wall, etc…I recently engaged my contractor to fix a leak. I thanked him and he said he wants me to have a good experience…to retain his services. During the down economy his contracting business remained strong because of his relationships with his customers. He then told me his only used USG as his product supplier because of their sales and service approach. That’s B:B:C engagement.
Source: McKinsey Global Institute: Big Data: The next frontier for innovation, competition, and productivity
Yet, most of us are using our traditional back office systems, plm, mes, etc systems. Great investment, yet not easy to access data easily.
They also do not enable you to connect with your suppliers, distributors, or customer
GE Aviation designs, tests, manufactures, and supplies jet engines, components, and integrated systems, as well as avionics, electric power, and mechanical systems for the builders and operators of military, commercial, and civil aircraft.
Complex quoting process
Required involvement from multiple teams to create a quote
Backlog of pending business
Why Collaborative Sales & Commerce?
Simplified product configuration and pricing interface
Pricing and approval rules capabilities
Solution integrated into their SFDC system
Visibility into the entire process
Customer Success Details: http://www.salesforce.com/customers/stories/stanley-black-and-decker.jsp
Global leader in mining and construction equipment – but also a tech company!
140K people in 3000 plus locations in 182 countries.
Connected Machines & Tech Promise: Drive Productivity at Lowest Costs
Technology part of the CAT brand promise: Precision equipment with technology on and off the machine. All machines have onboard computers, from the smallest all the way up to the giant autonomous mining truck.
Doubling the connected fleet with diagnostics and telematics every 2 years.
300-400K (in 2014) connected vehicles worldwide delivering huge amounts of Info via telematics on hourly basis.
Goal: Use Connected info Implement Fleet Health Check to Lower Unplanned Downtime
Drive productivity/cost saving and lower unplanned downtime
Make sense of all the data and couple the technology with Dealer application expertise.
Information brought back to CAT via telematics, and Condition Monitoring Experts and Techs monitor and diagnose issues to provide proactive recommendations.
CAT Connect—Goal: Using connected technology for Equipment management, productivity, safety, sustainability:
Leverage Salesforce 1 Platform to accelerate access to critical data Inspections into the cloud:
Cat Inspect: 700K on-site inspections across 182 countries - can’t be on paper.
Process 700K .O.S. Services” fluid inspections: 5 million oil samples per year, 5 billion Product Link (“symptoms”) records,
Service Solution: Dashboard for Equipment Care Advisor
Lots of systems to bring together (SOS, telematics, inspections) Need ONE platform, not point systems.
Service Cloud: Leverage pre-built collaboration & knowledge transfer capabilities in in Service Cloud.
Run analytics to weed through noise and push information to see exceptions—then push recommendations to dealers and customers.
Knowledge sharing: Crowd source solutions and recommendation – Advisors can communicate instantly, globally. A solution found in Germany can be applied that day in South Africa.
Customer Access to Info via VisionLink: Arm customers so they can reduce unplanned downtime
Some customers do their own maintenance: Web & Mobile access to information pushed to them.
Time to Market critical: Usability is key to driving adoption