How Salesforce is supporting Embraer to deliver better customer experience

salesforce-technologyEmbraer, a major aeronautics company with more than 1,800 customers and 5,600 planes in service, has deployed Salesforce to transform in order to deliver better customer experience.

The company lacked a 360-degree view of its customers because it earlier used manual processes and outdated on-premise systems to manage its aviation business across commercial, military and executive markets.

The company selected Salesforce to transform its customer relationships, deploying Salesforce Sales Cloud, Service Cloud, Marketing Cloud, Community Cloud, Salesforce Analytics and the Salesforce Platform.

Embraer is using Salesforce platform for centralizing information about its commercial planes, which was previously distributed across 80 different databases.

Embraer can view entire fleet in Salesforce and provide customers with more proactive engagement, from prospecting to the initial purchase of an aircraft to maintenance throughout its lifetime.

Embraer is using Salesforce to empower its customers. With Community Cloud, Embraer’s customers can access an online catalogue of more than 600 products and services—such as add-on wifi, seating arrangements and interior design—enabling them to easily customize their aircrafts to better serve their passengers.

“Predicting the unpredictable is our ultimate mission, as our customers simply do not like surprises with operational interruptions,” said Johann Bordais, president and CEO, Embraer Services & Support.

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