Manufacturing's Future: Going Beyond the Product with Jaguar Land Rover
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Transcript of Manufacturing's Future: Going Beyond the Product with Jaguar Land Rover
Juergen Brixel Senior Director Industry Manufacturing, EMEA
Manufacturing’s Future: Going Beyond the Product
Forward-Looking Statements
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A Diversity of Manufacturing Customers Driven by Customer Success
Diversified Industrials Durable Goods Heavy Industrials Oil & Gas Automotive
Connectivity Revolution in Manufacturing
1970s 1900s 1700s
Mechanization
Mass Production
Automation
Connectivity
More Empowered Connected 24x7, mobile-first, social,
enabled by data
Connectivity Drives Demand for Deeper Engagement
Disruptor Experience
Smart-enabled Services
Always-on Relationship
Personalized Engagement
Demand: Engagement Beyond the Product
Massive Opportunity to Innovate
Product Slow growth, cost pressures &
commoditization
Product + Digital Engagement Recurring revenue, higher margins &
innovative business models
Proactive service
M2M Connection
Usage analytics
Efficiency Updates
24x7 Diagnostics
Going Beyond the Product Needs Digitization at 3 Levels
Front-office Engagement 1:1, data-driven, proactive marketing, sales, service
Value Chain Alignment Real-time collaboration around the customer
Agile Innovation Real-time connected product
insight for new services
Systems of Record
Manufacturers Invested in Systems of Record Digitize operations, not engagement
Logistics EDW MES ERP Demand Planning HR
Internal Focus Operations – Supply Chain – Infrastructure – Procurement
rely on spreadsheets to track customer
data
61%
Source: 2016 Connected Manufacturing Service Report
Systems of Record
Manufacturers Need a System of Engagement
Logistics EDW MES ERP Demand Planning HR
want to reimagine service with digital
engagement
87%
Systems of Engagement Mobile Cloud Social
Data
Science Internet of
Things
Salesforce Customer Success Platform
Service Excellence Personalize Service Everywhere
Inquire-to- cash Accelerate Acquisition
Unlock ERP Align Globally in Real-time
Connected Products Predict, personalize 24x7
Multitenant Cloud World’s most trusted
Customer Success Platform World’s #1 CRM
Manufacturing Solutions Digitize Engagement
Roadmap to Go Beyond-the-Product
Customer Success Platform for Manufacturing
Inquire-to-Order Unlock ERP
Service Excellence Connected Products
Digitize the Front Office Digitize Alignment Digitize Innovation
Personalize & accelerate customer acquisition
Expedite 1:1 service everywhere
Drive real-time global alignment
Predict & personalize with real-time insight
Cloud Mobile Social Data Science IoT
Inquire-to-order
Market Smarter Marketing automation enables 1 to 1 lead nurturing programs that drive interest, proactive engagement, & needs analysis
Sell Together Mobile communities & Chatter power real-time global collaboration with partners & distributors, bring experts together everywhere
Increase Profitability Pre-integrated CPQ functionality from Steelbrick empowers the front office to accelerate end-to-end solution selling & expand margins
Personalize & accelerate customer acquisition
Digitize the Front Office Digitize Alignment Digitize Innovation
Salesforce SteelBrick CPQ
Accurate sales quotes Create customer-friendly sales quotes easily
Faster Branded Proposals Build custom templates to match your business
Automated quote-to-cash process Streamline the journey from lead to revenue
Quote-to-Cash with Lightning Experience
Relationship Intelligence Mobile Productivity Intuitive Salesforce Automation Contextual
Data
faster quotes +80%
Reimagine Front-office Engagement Reimagine Alignment Reimagine Innovation
Service Excellence
Personalize Service 3600 customer, warranty, entitlement & installed base info, self-service communities, & always-on Mobile SOS for 1:1 service
Service Everywhere Omni-channel support, in-channel response, contextual knowledge base & global collaboration for fast resolution everywhere
Service Faster Built-in Field Service Management partner driving in-product service & mobile field technician ops for faster service
Break silos for fast, 1 to 1 service everywhere
Digitize the Front Office Digitize Alignment Digitize Innovation
Field Service Lightning
Connect your entire workforce Tools for agents, dispatchers & mobile employees
Smart Scheduling & dispatch Automate scheduling based on skills, availability, and location
Manage work in real-time Update work orders, change requests, and job status, on any device
Agent Console Omni Channel Communities Knowledge Social Analytics
Reimagine Front-office Engagement Reimagine Alignment Reimagine Innovation
Unlock ERP
Unlock Data Integrate legacy data into a real-time, extensible, standards-based, scalable cloud platform
Mobile-ize Insight Lightning development UI to build employee & partner apps across HR, Operations, PLM, Quality, Inventory Management
Align Everyone Mobile collaboration, built-in analytics & 3600 customer view, driven by CRM & ERP data, for everyone to align around the customer
Align disconnected value chain globally
Digitize the Front Office Digitize Alignment Digitize Innovation
Connected Products
Contextualize All Data Heroku, App Cloud and IoT Cloud connect device, equipment customer, account & location data at scale, making every sales, service, and marketing interaction contextual
Extend Value Chains Mobile communities connect existing suppliers, partner & customers to valuable data & insights, & enlist new value-add providers to extend ecosystems
Enable New Business Models Develop and run a services-based, subscription business model; Monetize and develop “data services” business; manage and run mobile application storefronts
Predict and personalize with real-time insight
Digitize the Front Office Digitize Alignment Digitize Innovation
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