CRM major Salesforce.com announced its deal with elevator company KONE to supply Salesforce Service Cloud Lightning and Field Service Lightning to deliver personalized service for its customers worldwide.
Used with its deployment of Sales Cloud Lightning, Salesforce will become central to KONE’s service workforce, enabling the company to set a new standard for customer experience, responsiveness and quality.
KONE’s equipment moves more than one billion users each day, with more than one million elevators and escalators in its service base. Currently, KONE uses a mix of custom-built and legacy technology solutions across its service operations in EMEA, Asia and Americas.
Improved view of KONE’s customers for people working in field operations and field service management will be the future benefits of the Salesforce Platform. In addition, the Salesforce solution will significantly reduce the current complexity of interfaces and systems.
Salesforce Service Cloud Lightning and Field Service Lightning will enable KONE to connect and mobilize its service workforce with a single view of the customer. This includes KONE’s customer service agents and dispatchers who work in its customer care centers, as well as its more than 20,000 field service technicians at customer sites.
Service data coming from KONE’s IoT connected equipment will be routed through Service Cloud Lightning assisting service workforce to respond to issues more quickly. KONE expects to connect its more than one million elevators and escalators over the next few years.
Benefits for customers include better service availability, improved equipment safety and reliability and an improved understanding of customer needs.
Hugues Delval, SVP and head of KONE’s Maintenance Services Business, said: “With Salesforce, we’re excited about the potential to improve our quality, safety and operational performance. We see Salesforce as being our ‘next generation’ field service platform that will allow us to stay ahead of the competition and continue innovating for the future.”
editor@infotechlead.com
