The packaged foods industry is one of the fastest-moving consumer markets, spanning everything from snacks and beverages to frozen meals and health supplements. Global consumption is rising, but so are challenges:

• Stricter food safety and compliance regulations
• Increasing demand for sustainability and traceability
• Complex dealer, distributor, and retailer ecosystems
• Pressure to reduce downtime in food processing plants

Traditional CRMs often struggle to integrate compliance-heavy and distribution-driven workflows. Salesforce Service Cloud + Field Service Lightning (FSL) enable food manufacturers to digitize service, streamline dealer networks, and proactively manage equipment servicing.

Challenges in Packaged Foods Manufacturing

• Compliance & Food Safety

  • FDA, HACCP, FSSAI, and international food safety standards.

• Dealer & Distributor Networks

  • Products move through wholesalers, retailers, and e-commerce.

• High Cost of Downtime

  • Packaging lines, refrigeration, and processing equipment are mission-critical.

• Warranty & SLA Management

  • Contracts for processing machinery tied to production uptime.

• Customer Expectations

  • Retailers demand faster resolutions and transparent service.

How Salesforce Service Cloud Helps

• Case Management: Tracks dealer, retailer, and consumer complaints.
• Entitlement & Warranty Automation: Validates equipment/service coverage instantly.
• Omni-Channel Support: Consumers and retailers log complaints via phone, email, portal, chatbot.
• Knowledge Articles: Troubleshooting guides, compliance manuals.
• Analytics Dashboards: SLA, compliance, and sustainability KPIs.

How Salesforce FSL Helps

• Skills-Based Scheduling: Assign certified technicians for food plant machinery.
• Mobile App (Offline): Supports field agents in remote facilities.
• IoT Integration: Refrigeration and packaging equipment monitored in real time.
• Asset Tracking: Tracks service history of every asset.

Example

A frozen foods OEM used Salesforce IoT + FSL to monitor refrigeration units. Predictive alerts reduced spoilage incidents by 30%, SLA compliance improved, and dealer satisfaction increased.

Why Perigeon?

• Salesforce Partner with FMCG + food manufacturing expertise.
• Experience in compliance-heavy industries + predictive IoT service.
• Integration with ERP, MES, and food safety systems.