The impact of CRM solutions, SAP Sales Cloud and SAP Service Cloud, continues to grow exponentially as 70% of manufacturers are investing in these solutions as reported by the Manufacturing Leadership Council.
Do your B2B sales operations continue to face complex sales cycles that need collaboration with various leaders in the organization? Do disjointed customer service processes make your team more reactive than proactive? One definitive indicator across all these challenging processes is that your B2B sales team and your customer services team have higher chances of missing out on revenue opportunities and customer loyalty.
The Need to Streamline Manufacturing B2B Sales and Customer Service Processes
- 51% of manufacturers revealed that it was difficult to meet the growing demands of their customers.
- 94% rate customer service as critical to improve brand value, customer relationship to fuel business growth.
Here are three real-world applications on how SAP Sales Cloud and SAP Service Cloud solutions are transforming the manufacturing industry
1. Industrial Equipment Manufacturer – Optimizing Complex B2B Sales Processes
Industry Challenge:
A leading industrial equipment manufacturer encountered challenges posed by a disconnected sales process. Their sales reps and teams collaborated with different distributors and end customers, taking to them separate pricing models and approval workflows. It led to delays in signing deals and inaccuracies in quotes. Not just this manufacturer, a notable 77% of manufacturers as revealed by the Manufacturing Leadership Council face delays in their sales processes due to disconnected CMR systems.
Solution with SAP Sales Cloud
Choosing to implement the SAP Sales Cloud solution ensured to centralize their sales data, enabling them with real-time visibility into their sales forecasts. They empowered their sales team to act and collaborate with their customers quickly and effectively as they automated workflows for quote generation and pricing approval.
Business Value
As a result of implementing the SAP Sales Cloud solution, they achieved a drastic reduction in quote approval time and reduced the overall sales cycle time. As a result, their sales teams were able to close sales deals faster and nurture customer engagement more effectively, resulting in improved revenue.
2. Heavy Machinery Manufacturer – Moving from Reactive to Proactive Service
Industry Challenge
A global heavy machinery manufacturer struggled to maintain high service quality. Their customer service teams were overwhelmed by manual processes, responding only after equipment failures occurred, resulting in costly downtimes and poor customer satisfaction.
Solution with SAP Service Cloud
By integrating SAP Service Cloud with IoT-enabled sensors in their machinery, the manufacturer could monitor performance in real time and proactively identify potential failures. AI-driven insights from SAP Service Cloud enabled the service team to schedule maintenance before problems escalated.
Business Value
The manufacturer reduced unplanned downtimes for customers by 40%, significantly enhancing customer satisfaction and loyalty. This proactive service model also led to decreased service costs and improved operational efficiency (McKinsey: The Value of Proactive Maintenance).
3. Industrial Manufacturer – Transforming Warranty and Service Management
Industry Challenge
An industrial manufacturer dealing with high-volume equipment sales faced inefficiencies in managing warranty claims. Customers often experienced delays in processing claims, while service teams lacked visibility into warranty terms, leading to frustration.
Solution with SAP Service Cloud
The manufacturer implemented SAP Service Cloud to automate the warranty claim process. Service agents gained access to detailed product and warranty data from a single system, enabling them to verify and resolve customer claims more quickly.
Business Value
The time required to resolve warranty claims decreased significantly, and the productivity of the service team increased. This streamlined process fostered greater customer trust and loyalty, enhancing the manufacturer’s reputation in the marketplace.
Key Takeaways
Optimizing B2B sales and customer service operations remains the top priority for manufacturers as they aim to stay competitive in the industry for business growth and opportunities. If your B2B sales and customer service needs to take on the opportunities, tap into those in the moment customer experiences, your teams have higher chances of success if you are on the cutting-edge CRM solutions platform. Relying on the new age SAP Sales Cloud and SAP Service Cloud platforms, your manufacturing sales and services will gain higher efficiency levels, optimized customer experience, and also consistent revenue growth.
Knack Systems, a preferred SAP Sales Cloud and SAP Service Cloud partner for global manufacturing businesses has the proven industry experience and platform expertise to help support your B2B digital transformation journeys. From assessment to solution design to support and maintenance, we will walk with you to ensure you have the full potential to maximize the value of investments in SAP Sales Cloud and SAP Service Cloud solutions.
Ready to meet your next big opportunity for your business with robust CRM solutions? Trust Knack Systems to help implement, modernize and transform your B2B sales and customer service operations. Talk to our experts today to learn how Knack Systems can drive your business to success with SAP Sales Cloud and SAP Service Cloud solutions.
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