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Connected customer experiences

Microsoft for Manufacturing modernizes the customer experience so your marketers, sellers, and service agents better understand customer needs and create delightful digital experiences.

AI tools help service agents streamline work orders and handle complex service scenarios with intelligent assistance or step-by-step interactive instructions. For business-to-business (B2B) sales between manufacturers and distributors, AI-driven solutions help sellers close deals more efficiently and improve customer care. Organizations deliver personalized marketing at scale to new and existing customers using AI on a unified data foundation that combines customer, sales, and market data.

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

Improve customer and field service interactions

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.

Diagram that shows the transformation of field service workflows, connected devices, remote support, and parts orchestration for manufacturers.

Customer and field service interactions give service agents mixed reality tools for live remote assistance and 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 customer and field service interactions use cases supported by Microsoft include:

  • Product monitoring: Help teams exceed service expectations with spare-part orchestration and proactive replacement.
  • Issue resolution: Predict, detect, and fix service issues before customers find 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 customer and field service interactions are:

The following partner solutions certified for Microsoft for Manufacturing support the customer and field service interactions 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 for Manufacturing certified partner solutions and the Microsoft AI Cloud Partner Program, see Appendix: Certified partner solutions for Microsoft for Manufacturing.

Can't find your solution? Go to Microsoft AppSource for a full list of ISV solutions.

Deliver personalized marketing engagements

Personalized marketing engagements 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.

Diagram that shows B2B customer experience use cases and channels.

The top personalized marketing engagements use cases supported by Microsoft include:

  • Data estate management: Unified customer and organization data help you gain insights through 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 technologies that support personalized marketing engagements are:

The following partner solutions certified for Microsoft for Manufacturing support the personalized marketing engagements 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 for Manufacturing certified partner solutions and the Microsoft AI Cloud Partner Program, see Appendix: Certified partner solutions for Microsoft for Manufacturing

Can't find your solution? Go to Microsoft AppSource for a full list of ISV solutions.