The nuts and bolts, engine oil, and production lines that drive the manufacturing industry may seem inconceivably far removed from the ones and zeros of code that drives the software sector. Still, the technology has at least as big an impact in manufacturing as in other industries. The most forward-thinking manufacturers are working alongside software vendors to develop products that expertly address critical pain points in their industry.
One such organization is Siemens, which has joined forces with Salesforce to develop a new application that helps manufacturers increase the efficiency and revenue derived from customer service interactions. Siemens Digital Industries Software developed the Teamcenter Service Lifecycle Management (SLM) app in collaboration with Salesforce, and it is now available on Salesforce AppExchange.
Growing Revenue Through Stronger CX
The Teamcenter SLM app combines Teamcenter Service Lifecycle Management, part of the Siemens Xcelerator portfolio that helps customers accelerate digital transformation, with Salesforce Manufacturing Cloud and Salesforce Service Cloud. By doing so, manufacturers have an application that enables them to become more service-centric, upgrade customer experiences, and drive revenue growth.
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“Siemens and Salesforce are coming together to enable manufacturers to connect to their customers in whole new ways through this innovative integration of service lifecycle and customer relationship platforms,” says Zvi Feuer, senior vice president of digital manufacturing, Siemens Digital Industries Software. “The app delivers an enhanced customer service experience that can revolutionize service operations, foster collaboration between engineering and service teams, and drive enhanced customer satisfaction – by delivering the right information at the right time in a single, centralized location.”
Achyut Jajoo, senior vice president and general manager of Manufacturing and Automotive, Salesforce, adds: “By bringing together Salesforce, which is powered by real-time data and AI, with Siemens’ Teamcenter service lifecycle management, we can help advance digital transformation across the sector and empower manufacturers to deliver better service while generating new revenue streams.”
Benefits to Customers
The core benefits of the Teamcenter SLM app are as follows:
Improved operational efficiency: Service agents can frequently solve issues with a first-time fix using the app. With critical information at their fingertips, organizations can improve the customer experience while reducing the cost of service and driving revenue gains.
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Greater visibility: Teamcenter SLM provides more insights to stakeholders about customer information and related product data. Leveraging Salesforce Einstein, the company’s portfolio of CRM AI technologies, the new application analyzes knowledge articles derived from relevant service plans to provide contextual solutions.
Boost product improvement efforts: Because access to service data is made more accessible, manufacturers using the app can continually improve product design and performance by directly linking the outcomes from service events to digital twins.
Closing Thoughts
Siemens and Salesforce are extending the service process from direct customer interactions to the critical decision-making required to optimize products. This is not only an explicit example of a customer-first or customer-centric approach but also one that emphasizes the importance of co-creation partnerships as well as the power and flexibility of Salesforce’s industry clouds.
