Enhance Machinery Services Management Using Salesforce WordPress Portal For Bongiflioli - Manufacturing Company.
- Industry: Manufacturing
- Location: Italy
- Technology: SalesforceWordpress
About the Company
Bonfiglioli stands as a global leader in engineering and manufacturing an extensive range of gearboxes and gear motors. From industrial processes to automation and mobile machinery, Bonfiglioli’s solutions are synonymous with quality, innovation, and reliability. Their commitment to excellence is further underscored by their global distribution network, ensuring customers worldwide have access to their top-tier, energy-efficient products.
Client Requirements
Bonfiglioli sought a user-centric digital platform for efficient machinery service management based on serial or material numbers, with role-specific functionalities.
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Machinery service platform based on serial/material number.
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Different user roles for customers, service providers, and end-users.
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Case or claim creation using a serial or material number.
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Additional case details fetched from SAP.
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Options for part requests and customer comments on cases.
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Visibility and management of work orders for service providers.
Solutions
Our tailored portal solution focused on role-based functionality, enhancing service management and user experience.
Customer Interaction: Enabled case creation with serial/material number and auto-fetching details from SAP.
Part Request and Comments: Customers request parts and add comments for clarity.
Service Provider Interface: Work order management with accept/reject options, service assignment, and spare parts visibility in XLS format.
End User Engagement: Work order status tracking, access to line item details, onsite intervention case creation.
Comprehensive Platform: Streamlined platform accommodating different user roles and needs.
Efficient Service Management: Enhanced service management with reduced manual intervention.
Results
Automated Service Management
Transition from manual to digital service claim management.
Enhanced User Experience
Streamlined process for customers to manage and communicate cases.
Global User Adoption
Attracted 700 active users worldwide, indicating successful implementation.
Positive Customer Feedback
Received commendations for the website’s ease of use and functionality.
Operational Efficiency
Significantly reduced manual workload in handling claims and services.
Improved Communication
Better communication between customers, service providers, and end users.