Year: 2025
Type: article
Abstract: The increasing complexity of sales and service operations in the modern industrial sector necessitates the adoption of advanced technological solutions. This research focuses on optimizing sales and service processes at New Holland, a leading agricultural and construction equipment manufacturer, by leveraging Salesforce’s capabilities. The project begins by analyzing New Holland’s existing sales and service workflows, identifying inefficiencies such as prolonged response times, limited customer insights, and fragmented data management. To address these challenges, Salesforce’s Sales Cloud and Service Cloud were implemented to centralize customer relationship management, streamline service processes, and enhance sales operations through automation and AI-driven insights. The implementation resulted in significant improvements, including a 30% reduction in service response time, a 25% increase in sales conversion rates, and enhanced customer satisfaction levels. The centralization of data enabled seamless communication between sales and service teams, fostering a more cohesive operational strategy.
Author: Ajay Kumar
Language: English
Subfield: Strategy and Management
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4407983299