Published:
Jun 02, 2025
Category:
Salesforce Data Cloud
Client location:
United States
Client Overview:
A global industrial equipment manufacturer with $1.6B in annual revenue partnered with EvoqTech to implement Salesforce Data Cloud and unify data across sales, service, and dealer ecosystems. The company operates across mining, construction, and agriculture sectors, producing complex machinery with over 15,000 components per unit. These machines are distributed through a network of 800+ dealers in 45 countries, requiring seamless collaboration and real-time operational insight. This transformation was made possible through Salesforce Data Cloud for predictive maintenance.
Despite rapid growth, the manufacturer faced mounting challenges due to disconnected systems and siloed data. The lack of unified visibility into equipment performance, service history, and customer interactions led to inefficiencies across the value chain. Without integrated data, the organization struggled with predictive maintenance, accurate parts forecasting, and consistent dealer support—directly impacting customer satisfaction and operational effectiveness.
“Gain real-time visibility into equipment health, streamline dealer and service coordination, and drive proactive customer support through connected data and predictive intelligence..”
– Business Needs
Technical Contribution :
Salesforce Data Cloud Integration: Implemented as the central intelligence layer combining IoT sensor data, CRM, maintenance logs, and dealer interactions into a unified equipment profile.
Predictive Analytics at Scale: Streamed real-time telemetry from 25,000+ machines and applied machine learning on 50+ TB of operational data to forecast failures and optimize maintenance.
Digital Twin Models: Created virtual replicas of each machine using design specifications, service history, and performance data for diagnostics and predictive modeling.
Unified Dealer Portal: Enabled 800+ global dealers with real-time access to equipment health, maintenance schedules, and automated parts ordering workflows.
Proactive Service Automation: Triggered maintenance alerts 30–90 days ahead of projected failures and automatically validated warranty claims using real-world usage data.
Customer Dashboards: Delivered performance and utilization insights to fleet managers for data-driven operations and planning.
Benefits Deliver :
- The implementation of Salesforce Data Cloud led to a 73% reduction in unplanned equipment downtime and a 52% increase in equipment lifespan, with 89% accuracy in failure prediction at least 30 days in advance. Operationally, the client saved $180M in excess parts inventory and $12M annually through optimized field service, while accelerating warranty claim resolution by 67%. Customer retention jumped to 94% and dealer satisfaction rose by 156%, driven by real-time insights and data-enabled collaboration. Additionally, emergency service dispatches dropped by 85%, first-time fix rates improved by 49%, and service revenue grew by 41% due to proactive maintenance.
