The engines division of a global industrial manufacturer
Warranty claim processing capacity doubled for a network of 7,500 dealers.
An engine manufacturer sells direct to more than 7,500 dealers worldwide. It put dealer sales, service and warranty on Manufacturing Cloud, connected its divisions through Data 360, and is piloting an agent so the teams that support 3,500 U.S. dealers spend their time on the hard cases.
At a glance
- Client
- The engines division of a global industrial manufacturer
- Engagement
- Manufacturing Cloud, warranty and a dealer-support agent
- Sector
- Manufacturing
- Based in
- United States
The stack
01
The situation
What they were working against.
The manufacturer’s divisions ran on separate systems, so nobody had a single view of a dealer across sales, service and warranty. Claims were slow to process and dealer-facing teams spent their day organising inquiries rather than resolving them.
02
What was built
The build, in the order it happened.
Manufacturing Cloud as the dealer 360
Sales agreements, service and warranty on one platform, as one of the first customers of Manufacturing Cloud.
Warranty claims on the platform
Claims handled on Salesforce with an AppExchange warranty package, which is where the doubling of processing capacity came from.
One data layer across divisions
Data 360 integrating data across every platform, so silos between divisions stopped being the reason a dealer got a slow answer.
An agent on dealer support
A pilot in which the agent organises inquiries, summarises calls, and handles alerts, service replies and email responses so staff spend more time on complex cases.
03
The results
Dealers answered faster, claims cleared at twice the rate.
Claim processing capacity doubled, response times fell, teams across the company worked from the same record and dealer satisfaction rose substantially. The agent pilot is the next step, with the routine work of dealer support handed over.
- Claim processing capacity
- 2×
- Dealers worldwide on the direct-to-dealer platform
- 7,500
- U.S. dealers whose satisfaction the programme set out to raise
- 3,500
Client name withheld. Figures are as reported for this implementation; where one was a stated target rather than a measurement, the label says so.
04
Our read
How we would build this at your scale.
What we take from this build, and what the same outcome looks like for a team of fifty to five hundred people rather than a global enterprise.
Buy the industry cloud when you use its nouns
This business genuinely lives in sales agreements, warranties and dealer accounts, which is exactly the case where Manufacturing Cloud saves months of modelling. If yours does not, core Salesforce with a clean custom model is cheaper.
Implementation 02Warranty is an integration project
The claims win depends on ERP, parts and dealer portals agreeing on the same asset. We design those contracts before the first screen is built.
Integrations 03Pilot agents on the work nobody wants
Summaries, routing and first drafts are low-risk and immediately measurable. That is where we start an Agentforce pilot for a manufacturer, with a human still closing every case.
Agentforce & AIMore case studies
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ReadWant the same result, without the enterprise bill?
Thirty minutes with an architect. Bring the part of this story that looks like your problem and we will tell you what it takes to get there: which products, how many weeks, and what we would leave out.