From Product-Centric to Service-Centric Manufacturing
The machinery manufacturing industry is no longer just about producing equipment—it’s about delivering end-to-end customer value. Whether it’s an industrial compressor, an agricultural tractor, or a construction crane, customers expect not only durability but also seamless after-sales service.
This shift creates challenges:
- Complex service networks across global dealer ecosystems.
- Increasing demand for uptime guarantees and service contracts.
- Customer expectations for real-time visibility into warranty claims and service tickets.
Salesforce has become the CRM backbone for machinery manufacturers worldwide, transforming the way OEMs manage customers, dealers, and technicians. At Perigeon, we’ve implemented Salesforce across heavy equipment and machinery OEMs, and we see five core use cases that deliver the highest ROI.
Use Case 1: Warranty & Contract Management
Industry Pain Point
Warranty claims in machinery are notoriously complex—different parts have different coverage periods, conditions vary by geography, and dealers often manually verify eligibility. This creates delays and customer dissatisfaction.
Salesforce Solution
- Entitlement Management: Automates warranty validation.
- Case Workflows: Automatically reject or approve based on terms.
- Contract Management: Tracks service contracts, renewals, and entitlements in a central system.
Example:
A pump manufacturer reduced claim validation times from 3 days to 30 minutes by automating warranty workflows in Salesforce.
Use Case 2: Dealer & Distributor Portals
Industry Pain Point
Dealers and distributors are frontline for machinery OEMs. Without real-time tools, they log issues via email or phone, creating black-box processes and miscommunication.
Salesforce Solution
- Experience Cloud Portals: Dealers log cases, track status, and access knowledge bases.
- Knowledge Articles: Provide self-help for troubleshooting and repairs.
- Escalation Rules: Ensure critical dealer cases reach OEM teams instantly.
Example:
A global turbine manufacturer built a dealer portal with Salesforce, improving dealer satisfaction scores by 40% in six months.
Use Case 3: Predictive Maintenance via IoT
Industry Pain Point
Machines fail without warning. Downtime is expensive, and reactive service models leave OEMs scrambling.
Salesforce Solution
- IoT Integration: Sensor data flows into Salesforce.
- Auto-Case Creation: Abnormal readings generate Service Cloud cases.
- FSL Dispatch: Sends technicians proactively before failure.
Example:
An industrial compressor OEM used IoT + FSL to detect anomalies in real time. Downtime reduced by 35% with predictive maintenance.
Use Case 4: Field Service Optimization
Industry Pain Point
Field service inefficiencies—wrong technician dispatched, wrong part carried, multiple site visits—drive up costs and frustrate customers.
Salesforce Solution
- Intelligent Scheduling: Routes jobs based on skills, location, availability.
- Mobile App: Technicians get work orders, manuals, and offline access.
- Inventory Tracking: Ensures correct spare parts are carried.
Example:
A machinery OEM improved first-time fix rates by 27% after deploying FSL scheduling + mobile app.
Use Case 5: Service Analytics & SLA Compliance
Industry Pain Point
Global OEMs need visibility into SLA compliance across geographies. Without analytics, service bottlenecks remain hidden.
Salesforce Solution
- Einstein Analytics: Real-time dashboards for SLA tracking.
- Escalations: Alerts before SLA breaches.
- Predictive Insights: Forecasts service demands.
Example:
A cement machinery OEM used Salesforce dashboards to identify SLA bottlenecks, reducing SLA breaches by 22% in one year.
Why Perigeon?
- We’ve delivered Salesforce implementations for pumps, turbines, compressors, and heavy machinery OEMs.
- Expertise in warranty automation, dealer portals, IoT + predictive service, and SLA dashboards.
- End-to-end approach → discovery, implementation, training, and support.
Conclusion
Salesforce offers machinery manufacturers more than a CRM—it’s a service transformation platform. By adopting warranty automation, dealer portals, predictive maintenance, optimized field service, and SLA dashboards, OEMs can meet rising customer expectations and secure long-term loyalty.
📩 Contact Perigeon to explore how Salesforce can transform your machinery service ecosystem.
