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Modernize manufacturing customer experience

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Microsoft Cloud for Manufacturing helps modernize the overall customer experience by helping your organization’s marketers, sellers, and service agents better understand customer needs and create delightful digital experiences with data analytics, conversational AI, remote collaboration, and mixed reality. With a flexible and comprehensive cloud-based CRM platform, you can empower sales teams to close new and recurring revenue with speed and predictability. You can attract new customers, qualify high-value prospects, and build knowledge of your most impactful personas by gaining a 360-degree view of your customers. You can turn your service operations into a profit center and expand the reliability of your product lines with innovative mixed reality and remote collaboration capabilities.

The image shows B2B engagement for customers.

Microsoft helps manufacturing customers modernize the manufacturing customer experience by focusing on these core scenarios.

Connected Field Service

In the manufacturing industry, equipment downtime and repair costs can significantly affect operational efficiency and customer satisfaction. A Connected Field Service solution helps manufacturers proactively address equipment issues before they turn into major problems. By using IoT devices and advanced analytics, Connected Field Service solutions can provide real-time equipment data that enables manufacturers to take prompt action to prevent downtime and reduce repair costs. By tracking and managing their field service operations more effectively, manufacturers can improve their service capabilities, optimize operational efficiency, and drive business growth and success.

The image shows how transformation of field service.

A Connected Field Service solution provides service agents with the latest mixed reality tools to solve complex service use cases with live-remote assistance or step-by-step interactive instructions. Connected Field Service is essential for any manufacturer looking to enhance their service capabilities, reduce costs, and increase customer satisfaction.

The top Connected Field Service use cases supported by Microsoft include:

  • Product Monitoring: Enable teams to exceed service expectations with spare parts orchestration and proactive replacement
  • Issue Resolution: Predict, detect, and resolve service issues before customers identify a problem
  • Remote Support: Deliver value to customers quickly and efficiently with remote assistance, chatbots, and self-service tools

The key Microsoft technologies that support Connected Field Service are:

The following partner solutions certified for Microsoft Cloud for Manufacturing support the Connected Field Service use cases described earlier and are available on Microsoft AppSource.

These solutions are certified with the Microsoft AI Cloud Partner Program and meet the Microsoft standards of data accessibility specific to the manufacturing industry. To learn more about the Microsoft Cloud for Manufacturing certified partner solutions and the Microsoft AI Cloud Partner Program, see Appendix: Certified partner solutions for Microsoft Cloud for Manufacturing.

Don't see your solution here? Check out Microsoft AppSource for the full list of ISV solutions.

B2B Customer Engagement

Customer engagement is critical in the competitive manufacturing industry to build brand loyalty and increase sales. Manufacturers need to communicate effectively with their customers through various channels to provide a seamless experience. Omnichannel customer engagement solutions allow manufacturers to engage with their customers on multiple platforms such as social media, web, email, chat, and phone calls. By providing consistent customer experiences across all channels, manufacturers can build strong customer relationships and increase customer satisfaction. Additionally, omnichannel customer engagement solutions can provide valuable insights into customer behavior, which can influence marketing strategies and product development decisions.

The image shows use cases for customer experiences.

The top B2B Customer Engagement use cases supported by Microsoft include:

  • Data Estate Management: Unified customer and organization data help to gain insights from better account segmentation, predict customer behavior and drive intelligent and hyper-personalized experiences.
  • Omnichannel customer engagement: Target potential customers across multiple channels and devices based on real-time insights with seamless and consistent experiences.
  • Connected Commerce: Deliver unified, personalized, and seamless buying experiences (online and in-store). Efficiently manage your business, meet changing needs, and support omnichannel purchasing.

The key Microsoft technology that supports B2B Customer engagement are:

The following partner solutions certified for Microsoft Cloud for Manufacturing support the B2B Customer Engagement use cases described earlier and are available on Microsoft AppSource.

These solutions are certified with the Microsoft AI Cloud Partner Program and meet the Microsoft standards of data accessibility specific to the manufacturing industry. To learn more about the Microsoft Cloud for Manufacturing certified partner solutions and the Microsoft AI Cloud Partner Program, see Appendix: Certified partner solutions for Microsoft Cloud for Manufacturing

Don't see your solution here? Check out Microsoft AppSource for the full list of ISV solutions.