THE INSIGHT

Although the advantages of Digital Transformation and Industry 4.0 are obvious, implementation of new methods such as Augmented Reality or IoT has been staggering. Decision makers find it hard to define safe investments in this every changing environment. Also, for manufacturers, achieving digital transformation requires a major shift from product focus to customer and user focus. This is where Cloud4M makes a difference for organizations that want to lead by understanding customers, processes, and markets holistically.

THE IMPACT

Cloud4M is a Deloitte-developed manufacturing specific accelerator for Salesforce. Its design-led implementation approach drives customer-centricity and an iterative way to demonstrate value and scale quickly. Cloud4M enhances Salesforce - the world’s leading Customer Relationship Management solution - with industry specific capabilities that accelerate project delivery and customer experience across all touchpoints.

Focus on the customer experience

For manufacturers, achieving digital transformation requires a major shift from product focus to customer and user focus. Deloitte Cloud4M is designed with the customer at its heart, making it easier for IT organizations to orchestrate great customer experiences. Its design-led implementation approach includes user research that supports the development of relevant personas and user journeys across the experience. This includes sales, service, partners, and end-customers. A holistic 360° customer view across all touchpoints and business units.

Designed for end-to-end leadership

Deloitte’s integrated solution supports the end-to-end customer engagement process, from lead generation to servicing assets in the field. Deloitte Cloud4M helps you better understand your customers holistically. Your sales processes know no boundaries. Why would you want to integrate silos? Cloud4M helps you connect with your stakeholders in completely new ways across the process to orchestrate great experiences from marketing to purchase to service.

WATCH IT LIVE

At Deloitte we don’t tell – we show. Meet the Deloitte Digital Factory located at the heart of German Manufacturing in Düsseldorf. In the Digital Factory concepts for the future of manufacturing are prototyped and put to test.

Cloud4M is no different. That’s what the use case Digital Future of Manufacturing is about. We’re showcasing both how customers can win the digital transformation and how Cloud4M helps them in doing so.

The “Digital Future of Manufacturing” use case features

• Bridging the offline / online divide: Digital Twin of the physical assets in
• Salesforce 360° view of assets, accounts and cases: Complete insight into devices, accounts, SLAs, contracts, orders…
• Human centered approach for maximum agent productivity: All information centered around the agent
• Analytics for constant improvement: Using analytics and machine learning errors can be detected before they cause outages
• Employee enablement: Using advanced technologies such as Augmented Reality to make it easier for employees to engage with customers and resolve issues.
  

The takeaway

As challenging as these times may be – the digital transformation in manufacturing is the dominant topic. Deloitte’s consulting services and our accelerator Cloud4M can help business to master the digital transformation and be s real customer centric.

End-to-end technology stack to enable a new business model at Meier Pumpen Düsseldorf