Salesforce

Global High-tech Manufacturer Boosts Productivity by 33% & Enhances CX Through Streamlined Field Service Excellence

Business Challenges

Kyocera, a leading global high-tech manufacturer faced significant operational challenges in customer support and dealer management:
  • CS agents switched screens between their CRM, Contract and Inventory Management systems to get the information needed. This led to delays, inefficiencies and CSAT issues.
  • Outdated, paper-based work orders for dealer handoff reduced speed to market and visibility.
  • Limited customer support via email and phone, overwhelmed staff and compromised service quality.

Strategic Solution

  • Our strategy was to centralize applications for service teams by implementing Salesforce FSL and integrating contract management, ERP (SAP), banking interfaces, and metering systems.
  • Launched Customer and Dealer portal to initiate, track and manage service jobs for customers.
  • Automated ticket routing based on territory, skills required, and workload.
  • Provided visibility to service managers with reporting tools to optimize service workflows.
  • Enhanced Service Level with introduction of SLA monitoring improving compliance and customer satisfaction.

Impact and Outcomes

33%

increase in productivity

Improved

CX, CSAT, and dealer engagement.

Achieved

operational excellence with a customer centric, streamlined service job handling from start to finish.

Exceeded

SLA performance requirements while being compliant.

More Client Success

Lirik empowers businesses to seize global opportunities with top-tier CRM, ERP, and data solutions. We combine startup agility with enterprise maturity, delivering personalized experiences, operational excellence and transformative growth.

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