Bobcat is a company of the Doosan Group , a global leader in construction equipment manufacturing, and also supplies a variety of solutions, engines and equipment to the energy and water sectors.
How did a manufacturing company like Bobcat get to Salesforce?
The parent company based in the United States decided about fifteen years ago to use one of the best CRM products in the world – Salesforce , and seven years ago this solution was implemented in the EMEA region. In the EMEA region and in the United States , we use our distributors and partners instead of an internal sales department. We currently use Salesforce for both sales and service .
What clouds does Bobcat currently use and what specific overseas chinese database processes do you solve using each cloud?
We primarily use Sales Cloud, Service Cloud and Experience Cloud, which is designed specifically for our partners. And last but not least, we now also have Marketing Cloud.
As the name suggests, in Sales Cloud our dealers use business processes from leads to opportunities to business offers for our end customers. Service Cloud contains modules such as cases and knowledge articles. A dealer can submit a so-called case (i.e. service case) to our internal service department in case they do not know how to deal with a customer’s problem. Bobcat’s internal service team will then provide a solution through Salesforce.
>Last but not least, within Sales Cloud and Service Cloud we now handle online sales and service forecasts on an annual basis and also use electronic signatures.
What can we imagine under the name Experience Cloud?
It is a solution designed primarily for partners, in our case for dealers . I would liken it to a mirror of our internal Salesforce . When we implemented SF in the EMEA region, we also created the other side specifically for our Bobcat partners .
Have you used the standard functionality of the ticketing business registration and obtaining permits system for any other process?
In principle, yes, we at Bobcat try to go the standard out of the box route . However , these two forecasting processes, whether for sales or service , are custom solutions that Enehano , our external partner , helped us implement .
How did users, in your case dealers, perceive the introduction of new systems?
Now we have involved some partners in testing the solution , which has made the entire implementation process much easier. We have provided the entire dealer network with an online tool that increases efficiency not only in sales and service, but also in interaction with the end customer .
What was the order of implementation of individual clouds and how was the implementation of Experience Cloud carried out?
>>>>>First, we implemented Sales Cloud, continued with Experience Cloud for our partners, and only then did we move on to Service Cloud.
The basic implementation of Sales Cloud including Experience Cloud took 9 months. Custom processes related to forecasts for service and sales took 3-4 months.
What we appreciate most is the cooperation with our dealers and their willingness to test. After 9 months of intensive cooperation, we completed the implementation of Sales and Experience Cloud. We added additional modules to individual products, such as the aforementioned forecast for sales and service.
For this solution, we decided to go the low-code custom route. It was a complex process and migration of a large Excel spreadsheet to Salesforce using a minimal amount of code. I see that as a success.</p></p>
When implementing any part of the project or module, our internal business team (marketing, sales, service) was available to us, to whom we owe the training of
deal
ers. The training took place onsite and online and in various language versions. Not everyone speaks English, so we used the help of translators. Last but not least, we created a number of printed materials and knowledge articles for the purposes of training.
Could you explain what a knowledge article is?
It is a smart library , something like an internal Chat GPT . After entering a query into the main search engine in Salesforce, all articles related to thailand data the query will appear.
Yes, it works great .
tation and who does not . This is very beneficial especially for our internal team, but it can also be useful for our partners .</p>
I recommend not breaking Salesforce through the code, because once you get into it, you sim
ply won’t be able to get out of
it.
Lucie Horak
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I’m glad the adoption went smoothly for you. What advice would you give to someone who is having trouble convincing distributors to start using the port