Client Story
The digital industrial revolution
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Introduction
Client Story
Introduction
Salesforce
Salesforce
The 4C Difference
The 4C Difference
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Industry-leading tools that deliver powerful customer insights
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Learn what tools can help you become customer obsessed, why the right partner is key to success, and how manufacturing businesses benefit from choosing 4C.
Why the next thing manufacturers need to create are exceptional customer experiences.
Client Story
69%
Historically, manufacturers have focused their investments on product development and back-end systems so that they could compete on process speed and price. Now that they need to compete on customer experiences and better service, many of them lack the digital capabilities to support these strategies. A significant proportion are still using manual processes to manage customer information and to communicate with customers. A Gartner Insight study of CIOs revealed that digital transformation is the #2 priority after growth for manufacturers.
Operating on a global scale for the marine and energy markets, a manufacturer and service provider of power sources needed a more efficient method of allocating resources. The solution required a responsive system for sharing technical and service information while matching the right technician to the right location at the right time. With Service Cloud and Salesforce Chatter, they enabled their employees to accurately track and monitor service contacts while collaborating on and sharing technical solutions to better help customers.
Automotive manufacturing
Manufacturers often struggle to unite the efforts of the different aspects of their business to better serve customers. Community Cloud allows you to build a connected, collaborative community for everyone engaged with your business – partners, dealers, employees and customers. Your community can then connect to the information, apps and experts they need with real-time data from any system you choose. Your employees can support your customers more effectively while your partners can more easily update opportunities and qualify leads.
Discover the 4C Difference
When prospects are close to making their purchasing decisions, they want to know exactly how much their chosen products will cost them. And if manufacturers can quickly generate an accurate quote, they also generate confidence and are more likely to seal the deal. Salesforce CPQ (Configure, Price, Quote) allows manufacturers to deliver branded sales quotes, contracts, and invoices efficiently and easily. With seamlessly integrated financial reporting and forecasting, sales reps can spend less time crunching numbers and more time building special relationships with their customers.
Meet 4C
Business customers signing up to a real-time engagement platform
Process manufacturing
Manufacturers who implemented Sales Cloud saw a 20% increase in revenue, driven by increased win rate, lead conversion, forecast accuracy and sales productivity."
Customer engagement is the game changer
Source: Salesforce Research
Current and future challenges
Discrete manufacturing
Discrete manufacturing
Automotive manufacturing
Salesforce and Manufacturing
Smart data
Miral Alaraj, Industry Business Development
Of business buyers expect real-time interaction.
Salesforce and Manufacturing
Salesforce is a holistic platform that enables you to describe how your business sells, services and markets, while allowing you to offer each individual customer personalised journey management, whether you're in B2B, B2C or B2B2C. It provides a layer of interaction between your business, your products, your services and your consumers.
Expert insights from Salesforce professionals.
Salesforce is the key to building a customer company in manufacturing
Salesforce and Manufacturing
The rise in customer expectations is not unique to manufacturing. It's affecting every industry. And everyday life. Our interactions in day-to-day life have changed so dramatically that we now expect all of our products and the services we interact with to be personalised and engaging. This means that distributors and partners now have increased expectations of manufacturers and their business interactions. They expect the same level of personalised service and tailored content as they experience in their day-to-day life.
Discrete manufacturing
IN 5 MONTHS
Current and future challenges
Salesforce and Manufacturing
As a Salesforce Platinum partner, 4C is ideally positioned to help you perfect the customer experience that brings true value to your business.
Siloed data
Seamless customer journeys
Manufacturer challenges and opportunities
Learn more about what we do and how we work
Accurate and speedy quotes
Discover the 4C Difference
Salesforce
Meet 4C
Salesforce
Source: Salesforce Research
Realising that it takes more than a high-quality product to win customers, a 200-year-old global paint manufacturer adopted Sales Cloud and Service Cloud to better engage with consumers and painting professionals. With over 700 reps in the field, they used the Salesforce Mobile App to become more agile and connect more easily with customers. The result is double digit growth in an already saturated market.
Client Story
Introduction
Miral Alaraj, Industry Business Development
80%
The 4C Difference
The 4C Difference
Digital transformation
Of consumers want personalised service.
Real-time collaboration
Automotive manufacturing
Process manufacturing
For most manufacturers, customer data is held in many different systems across sales, customer service and distributors. With no joined-up single source of truth, it’s impossible to analyse it, contextualise it and retrieve it in a timely manner. When sales and service can't get a 360 view of the customer, the ability to upsell and cross sell is seriously compromised. Manufacturers who centralise their data on a single platform to give sales, service and marketing real-time visibility into their customers will develop a better understanding of them and will engage them more effectively.
Manufacturer challenges and opportunities
Introduction
10,000
Customer expectation driving every interaction
Source: Coca-Cola Enterprises/Salesforce
Current and future challenges
Marketing Cloud is particularly effective in helping manufacturers build customer companies. Any data you have from any other Salesforce service – such as Service Cloud or Sales Cloud – can easily be leveraged to streamline marketing activities. With all your digital marketing content managed on the same platform, you can plan, personalise and optimise every single customer journey, creating real-time, relevant communications tailored to what your customers want.
Learn why customer obsession is so important in business today
Digital transformation is the only way to deliver the real-time, personalised omni-channel engagement that both consumers and business customers now expect.
Discrete manufacturing
Process manufacturing
A market leader in high-performance electric motorcycles suffered from a sub-optimal ecosystem of customers, dealers and prospective buyers, hampered by disparate sales, service and marketing systems. Now with Marketing Cloud, the business is better able to nurture leads, with a seamless experience from first contact, to demo and purchase. Community Cloud promotes better communication amongst dealerships and a forum to solve issues.
Now it’s easier than ever for customers to take their businesses elsewhere, manufacturers have to be a lot smarter about winning their loyalty. That means leveraging their vast amounts of sales, service and marketing data to better engage their customers and prospects. Empowered by AI, Salesforce Einstein learns from your data so that your CRM constantly grows smarter. It can identify the hottest leads as well as customers at risk of churn and engage them with personalised offers.
Historically all investments in manufacturing were put into making products faster and cheaper. But the playing field now has been levelled and you can no longer compete on the basis of products anymore, so manufacturers are having to compete on things like customer experiences and service."
Manufacturing is one of the core industries that Salesforce was built to serve. All through our 19-year history we’ve been helping manufacturers become increasingly customer focussed and successful. In fact, Salesforce is serving almost every single large, innovative player in the sector, right across process, discrete and automotive manufacturing.
Customer experience is now the key competitive factor, more so than product and price.
Process manufacturing
Automotive manufacturing
4C delivered high-quality training, project management support to the local CRM Champions/superusers in their own language, and helped overcome local adoption issues for Carl Zeiss Vision
2012
We are mentors
2014
4C developed and implemented a Sales Cloud account planning solution for the Global Site Holder Sales division of De Beers
2017
The 4C Difference
Discover the 4C Difference
2017
Our manufacturing experience
is second to none
4C has delivered a Sales Cloud roll-out for one of the UK's most distiguished brands and continues to work on developing Aston Martin's Salesforce Org
Forget off-the-shelf implementation. Learn how 4C works closely with you to perfect the customer experience that brings true value to your business.
4C has helped the PSA Groupe develop an end to end customer experience platform to increase leads and create a seamless customer experience for customers.
Worked with our first manufacturing client, MCFE
2007
2010
2014
2013
2016
Sales Cloud and CPQ build and roll–out
2017
2012
We are thinkers
4C in action
2014
4C created a roadmap for CNH Industrial to help them become a more customer obsessed organisation
2012
The 4C Difference
We are sculptors
9.46
customer satisfaction score
Our role is to guide you towards the optimal solution. 4C bridges the gap between the Salesforce technology and how it actually affects your customer. We start with the most important questions: What is it your customers are trying to do? How can we make this an easier or better experience for them? Then using our unrivalled understanding of Salesforce, data analytics and business consulting, we shape solutions.
Gisele Meremans, Group COO, 4C
Consultive
It’s time to become customer obsessed
1,500+
projects
delivered
2015
2011
4C is EMEA's largest independent Salesforce Platinum partner. We built our success through our own customer obsession. So we know exactly what it takes to become a winning customer company. We put our customers and our customers' customers at the heart of everything we do.
Flexible
Omar Rathore-Rayi, Sales Director at Pultron
Learn how PSA transformed their customer experience
The core values and proven data-driven methodology that differentiates 4C from the competition.
2010
500+
Salesforce certifications across our teams
2010
2017
We are builders
Creation of a Customer Interaction Roadmap to formulate a strategy and understand of the Customer Contact Center
2017
Client Story
Introduction
4C built a wide ranging solution on Sales Cloud, giving Rain Bird's Sales Managers a complete overview of the sales process, and allowing them to close more deals faster
Trusted
Salesforce
2018
2015
Salesforce
Client Story
2016
Discover the 4C Difference
2007
We are...
2013
2016
4C helped Legrand accelerate sales and automate marketing using Heroku
2016
We are...
Design
Only by listening to your customers and understanding their needs can you create unique experiences. Our Learn team will show you how to be truly customer focussed, analyse performance and make data-driven decisions to improve your day-to-day activities.
Meet our teams...
Customer experience is so vast an undertaking that it is difficult to know where to begin and what to implement first. Our Design team specialises in designing tailored, structured roadmaps to help you identify priority projects, positively influence your success rate and structurally evolve towards a customer company.
2015
Salesforce implementation to ensure a common baseline of handling accounts, projects and sales through fabricators
2014
2018
2015
Discover Salesforce
Learn
4C implemented a CPQ tool to move BAE away from disparate offline spreadsheets, to an integrated environment where the lead to cash process is automated whilst providing accurate quotations to clients to maximise profit and customer experience
Revamp of Toyota's Salesforce implementation for fleet management and performance
Each manufacturer has its own context and challenges. So we don't blindly copy ideas from other companies or industries. We build unique high-performing solutions instead. Using Salesforce and cloud apps, our Build team will give you complete visibility of your customers, your data, and your activity across departments.
2012
Evolve
2018
2017
Industry-leading tools that deliver powerful customer insights
2016
2011
2016
We are...
2018
Set up a partner community for Melexis' distribution partners for data gathering and lead capturing
2007
2007
It can do an awful lot. But what should it do for you and your customers?
Supported the roll-out of Atlas Copco Airpower’s Sales Cloud implementation to ensure quality and adoption
Meet our teams...
Find out how 4C helps you to understand your customers, and why placing your customers at the heart of everything you do is the key to business success.
Meet our teams...
Build
2013
Using Salesforce Communities, 4C helped Pultron Composites connect a global manufactruing community, from Europe to USA, New Zeland and the UAE
2013
Markets and customers are evolving at an ever-increasing pace, which means customer experience is an on-going process of constant learning and improvement. Our Evolve team shares our knowledge and resources to help you continuously improve as a customer company.
2017
Our feature-led process builds trust and promotes buy-in. We break down programmes into easily manageable bitesize projects to produce quick wins.
Introduction
2018
Discover Salesforce
Meet our teams...
2015
2010
4C Implemented Sales Cloud at Belgium based Harol
Salesforce is a complex platform with many products and modules to choose from.
We understand all your processes, your KPIs and goals before we begin. This ensures successful implementation."
We do more than just advise. We become a proactive partner who ensures that you get the Salesforce solutions that truly meet your requirements.
2011
2011
The Salesforce journey with 4C has been fantastic. They came into our business and took the time to understand it."
Customer expectations change rapidly. We build scalability into every solution so that your system will always keep pace.
Customer obsession makes the difference.
4C in action
Why is 4C such a strong partner in creating customer experiences on the Salesforce platform?
Our case study demonstrates the huge value of being customer obsessed.
PSA began a pilot programme of the lead management system across eight retail sites, but they soon realised they needed a technical partner who could translate their business and operational needs into the Salesforce toolkit. They asked 4C to develop a road map for developing and adopting this technology.
We've seen a switch away from traditional channels such as phone into other channels and a significant increase in engagement communication and contact.”
The 4C Difference
Inbound contacts across the PSA group over 12 months
Expert technical partner
Introduction
Expert technical partner
Building the journey
Salesforce
Introduction
4C worked very closely with Peugeot UK's business units to understand their needs and translate them into the technology of Sales Cloud, Community Cloud and Marketing Cloud. They designed workable solutions for customer journeys on a solid Salesforce infrastructure, but they were also flexible enough to develop great UX and UI to bring end-users on board.
Increase in conversion
Groupe PSA drives increased sales with 4C
Groupe PSA is a multinational automotive manufacturer that produces the Peugeot, Citroen, DS, Opel and Vauxhall brands. 4C worked with Peugeot UK who were seeking better visibility and control over their data, as well as enhancing the important customer journey touchpoints throughout their 220-strong UK dealership network.
Find out how Groupe PSA’s disparate network meant it was impossible to track inbound enquiries, and how 4C helped them to efficiently manage those contacts and convert them into sales.
A fully scalable solution
UK retail sites adopting the Salesforce lead management system
PSA recognised that their customers are constantly evolving and that they want information at the right time for them, in their preferred format and channel.
Discover the 4C Difference
The Digital Dealer – which enabled seamless multichannel customer journeys – was piloted across eight retail sites. Communication with customers was far more effective with more timely responses and qualified leads passed quickly to the dealer. There were significant commercial results – a 2% increase in conversion in 12 months.
Inbound contacts for Peugeot UK over 12 months
Steven Fahey, Head of Customer Experience, Groupe PSA UK
PSA adopted Salesforce to develop a lead management system that could deliver better customer experiences. Yet their customer data was held in separate systems across the dealership network, making it impossible to gain a 360 view of the customer.
Salesforce
The 4C Difference
4C's Salesforce solutions have given them better insight into what their customers are looking for and a means of responding in an appropriate way.
Furthermore, 4C has built the solution on a solid technical foundation, which will enable PSA to scale into other important touchpoints along the customer journey. The first stage is to manage all customer contact through the lead management system. The next stage planned is managing their quotes on Salesforce CPQ, and then ultimately migrating the whole sales process through to order onto the platform.
Disjointed view of the customer
Increase in conversion
Learn more about what we do and how we work
Meet 4C
Client Story
Disjointed view of the customer
Client Story
Building the journey
240
Expert technical partner
Building the journey
Expert technical partner
Disjointed view of the customer
Increase in conversion
Increase in
conversion
Disjointed view of the customer
Meet 4C
4C understood our culture very quickly. They brought in sound management and project controls and were very responsive to our needs."
After a successful pilot, PSA plans to roll out the solution across the Peugeot UK dealership network, then ultimately throughout the entire group.
Discover the 4C Difference
Building the journey
It is customers who are driving this digital transformation.
250,000
60,000
Steven Fahey, Head of Customer Experience, Groupe PSA UK
Connecting a network to convert enquiries into sales
Exceptional customer journeys
Want to learn more about how 4C works to understand each company and builds bespoke solutions to meet their needs? Get inside 4C and see what we’re about.