SAN FRANCISCO, Nov. 7, 2017 /PRNewswire/ -- Salesforce (NYSE:
CRM), the global leader in CRM, today announced that Michelin—one
of the largest tire manufacturers in the world—is using Salesforce
to reinvent its customer, partner and employee engagement
experiences.
With 111,700 employees spanning 170 countries, Michelin faced a
major challenge in getting connected more closely to its customers.
In response to this challenge, the company launched a worldwide
program called ENGAGE to completely transform how it engages with
customers. Launched at the end of 2016 in the U.S., ENGAGE is built
on the Salesforce Platform and leverages Sales Cloud, Service Cloud
and Community Cloud to provide Michelin's marketing and sales teams
with a single platform to better understand customer needs and
respond to their demands more quickly and efficiently.
"It remains essential to maintain our advantage in terms of
product quality and performance, and our relationship with our
customers is key to our success. As a result, we need to provide an
extraordinary customer experience," said Eric Chaniot, chief digital officer, for
Michelin Group. "With Salesforce, we're building an entire
ecosystem around our customers and partners, ensuring that every
interaction is smooth. We also believe that speed of innovation is
critical in our market, and we were able to complete the first
phase of the Salesforce rollout in under six months."
Michelin sales agents and retailers in North America were previously required to use
multiple tools to access customer information. Now, they can access
in real-time all customer information, such as tire reference
numbers, sales history and order status, from anywhere, on any
device. They can also use MapAnything, an app from the Salesforce
AppExchange that integrates with Salesforce, to manage dealer and
customer visits, with route planning and optimization. Today, less
than a year since the program was launched, 80% of Michelin's sales
reps have already adopted the solution.
Michelin sales agents and customers can also collaborate in a
portal built on Community Cloud. This central portal enables
customers to identify the right tires and check availability at
nearby dealers, access the right after-sales services and get
answers to their questions. In addition, employees and partners are
able to collaborate around complex tasks, such as fleet
management.
Moving forward, artificial intelligence powered by Salesforce
Einstein combined with Michelin's connected tires opens up new
possibilities, such as automating orders, managing miles travelled
for fleet managers and more.
"Michelin understands that to meet changing customer
expectations and empower its employees and partners to deliver
success, it needs to have a single, unified view of its customers,"
said Achyut Jajoo, VP and Global
Head of Automotive, Salesforce. "With Salesforce and powerful
partner ecosystem on the Salesforce AppExchange, Michelin continues
to innovate by giving its sales representatives and its retail
partners a system of engagement and intelligent tools to develop a
deep understanding of their customer needs and deliver an
outstanding experience."
Michelin at Dreamforce 2017
At Dreamforce this week,
Michelin participated in the Manufacturing Keynote: "Disrupting
Your Way to a Connected Customer Experience." Michelin will also be
speaking in the following Dreamforce sessions:
- Service Innovators Networking Session for Manufacturing:
Michelin
- Partner Portals & Communities: Roadmap for Partner
Management
About Michelin
Michelin, a leading tire company, is
dedicated to enhancing its clients' mobility, sustainably;
designing and distributing the most suitable tires, services and
solutions for its clients' needs; providing digital services, maps
and guides to help enrich trips and travels and make them unique
experiences; and developing high-technology materials that serve
the mobility industry. Headquartered in Clermont-Ferrand, France, Michelin is present
in 170 countries, has 111,700 employees and operates 68 production
facilities in 17 countries which together produced 187 million
tires in 2016.
About Salesforce
Salesforce, the global CRM leader,
empowers companies to connect with their customers in a whole new
way. For more information about Salesforce (NYSE: CRM), visit:
http://www.salesforce.com.
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SOURCE Salesforce