A short customer-success video where multiple GE Appliances representatives describe their partnership with Salesforce. They emphasize GE Appliances’ heritage and shift toward growth, the goal of creating a “zero distance” personalized experience for owners, problems with fragmented legacy systems, and measurable benefits from adopting Salesforce Service Cloud (technician empowerment, reduced handle time, greater efficiency and owner loyalty).
Chapters
We are an appliance company at heart. At the end of the day, what we are really trying to do is be there for everybody in their moments of life. Anything that allows me to make my consumer happy works.
GE Appliances, most people don't know, was founded by Thomas Edison. We've evolved in the appliance space for years. Industry leading when it comes to innovative products.
GEA has come a long way. We've refocused into being more of a growth company. We've adopted the concept of zero distance, which reflects our commitment to grow closer to our owners. Salesforce is helping us to create that zero distance experience.
Our partnership with Salesforce, it's an investment, it's not a spend because Salesforce invests in us too.
What I like about Salesforce is everyone is on the same page. Everyone understands that complete journey that the owner's on.
Nobody really wants to have service on their appliance, but eventually it's going to happen at some point. Now what happens when you connect with the company that you bought your products from? That's where you really change the game.
We had some experience with a couple of other tools that was less than exciting.
The various legacy technology systems that we used weren't seamless. Our contact center may use one application or 10 applications, so there wasn't a 360 degree view of that owner. Until we leverage Salesforce Service cloud to make that happen.
The technicians were clamoring for it because they knew that we were empowering them. That to me was the magic where our technicians really almost opened their eyes up.
The ability to connect with the owner and create that human experience that's priceless.
It's been a big win for us. We have implemented a number of projects that have helped us to reduce handle time, which means less cost.
Can you really create zero distance without that personalized experience? I don't think you can. The Salesforce ecosystem is what allows us to create that loyalty and owners for life.
As our scale is increasing, our volumes are increasing. It is truly helping us being more efficient and productive.
I think that Salesforce and GE appliances, they have the same vision. It's about data, but then it's also about the customer that's at the center of that.
Salesforce as a partner actually I like allows us to create this seamless experience so that we can bring good things to life. The GA.
