The FMCG sector is one of the most competitive industries globally, covering packaged foods, beverages, personal care, home care, and more. With billions of consumer interactions daily, FMCG companies thrive—or fail—based on distribution efficiency, compliance, and customer trust.
Challenges are growing:
- Wide dealer and distributor ecosystems
- High volume of consumer complaints and warranty claims
- Strict compliance and sustainability mandates
- Need for real-time analytics to respond to dynamic markets
Traditional CRMs often fail to scale with this complexity. Salesforce Service Cloud + Field Service Lightning (FSL) give FMCG companies the ability to digitize service, improve dealer relationships, and deliver predictive maintenance for critical assets like vending machines and refrigeration units.
Challenges in FMCG
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Dealer & Distributor Complexity
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Multi-tier networks with millions of outlets.
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High Complaint Volume
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Consumers and retailers generate thousands of cases daily.
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Compliance & Food Safety
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Regulatory frameworks (FDA, FSSAI, EU standards).
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Asset Servicing
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Vending machines, refrigerators, and dispensers need predictive maintenance.
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Sustainability & ESG
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Consumers and investors demand eco-friendly practices.
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How Salesforce Service Cloud Helps
- Case Management: Tracks consumer complaints, dealer issues, and warranty claims.
- Entitlement Automation: Validates warranties for equipment like refrigerators.
- Omni-Channel Support: Service via email, phone, social, portal, and chatbots.
- Knowledge Articles: Troubleshooting guides for consumers and retailers.
- Compliance Dashboards: Food safety and sustainability metrics tracked digitally.
How Salesforce FSL Helps
- Smart Scheduling: Assign technicians for vending machine and refrigeration servicing.
- Mobile App (Offline Mode): Supports field engineers in remote locations.
- IoT Integration: Connected assets alert Salesforce when anomalies occur.
- Asset Tracking: Full service history of every asset.
Example
A global FMCG giant used Salesforce IoT + FSL to monitor vending machines. Predictive service reduced downtime by 30%, SLA penalties by 18%</stron g>, and consumer satisfaction scores improved significantly.
Why Perigeon?
- Salesforce Partner with deep FMCG expertise.
- Delivered consumer complaint portals, SLA workflows, predictive IoT servicing.
- Integration with ERP, MES, supply chain, and ESG platforms.
📩 Contact Perigeon to digitize your FMCG service operations with Salesforce.
