SAN FRANCISCO -- Salesforce [NYSE: CRM], the Customer Success Platform and world's #1 CRM company, today released its “2016 Connected Manufacturing Service Report,” surveying 237 senior executives from service, supply chain, operations and other departments within various manufacturing industries. The survey found that executives are facing increased pressure from suppliers and customers to adapt their customer service models. In fact, 90% of executives say that improving field service is a top priority for their organization.
Many service departments have been siloed in the past - managing operations on inflexible, legacy solutions that are disconnected from other customer-facing systems. In fact, the survey found that 61% of executives say their organizations typically track customer information in spreadsheets, and 37% still use a paper-based system. Yet, with billions of devices and products becoming connected, service departments have an opportunity to reimagine their business -- and 87% say that it is important to invest in service technologies to do so. To succeed, service executives must equip their teams with tools that leverage emerging technologies like wearables and Internet of Things, connect the entire service team, efficiently schedule and dispatch workers, and manage jobs in real time.
The study was conducted online by Harris Poll on behalf of Salesforce from February 1-17, 2016. To download the Salesforce “2016 Connected Manufacturing Service Report,” click here: https://www.salesforce.com/assets/pdf/industries/2016-connected-services.pdf
Key Report Findings
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This study was conducted online within the United States by Harris Poll on behalf of Salesforce, Feb. 1-17, 2016. A total of 237 interviews were conducted. Qualification criteria to participate in the survey were as follows: U.S. resident; age 18 or older; title of director or higher; employment full-time in one of following industries: manufacturing, consumer products/consumer goods, heavy equipment/construction and agricultural machinery, automotive, or oil and gas; employed in one of the following functions: production/operations, information technology, customer service, retail service/retail service operations or field service/field service operations. Data were weighted by number of employees to bring them in line with their actual proportions based on Dun & Bradstreet 2016 data. All sample surveys and polls, whether or not they use probability sampling, are subject to multiple sources of error which are most often not possible to quantify or estimate, including sampling error, coverage error, error associated with nonresponse, error associated with question wording and response options and post-survey weighting and adjustments.
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 “Executives” in this survey are defined as U.S. adults 18+ who are employed full-time as a Director or above in the manufacturing, consumer products/consumer goods, heavy equipment/construction & agricultural machinery, automotive, or oil & gas industry and perform one of the following functions: production/operations, information technology, customer service, retail service/retail service operations, or field service/field service operations. Throughout this document, the term “executives” refers to the definition above.