IDC recently released a report, "IDC FutureScape: Worldwide Manufacturing Predictions 2018," surveying the global manufacturing landscape. When creating its predictions the firm examined ecosystems and experiences, greater intelligence in operational assets and processes, data capitalization, the convergence of information technology (IT) and operations. Most of the group's predictions refer to a continuum of change and digital transformation (DX) within the wider ecosystem of the manufacturing industry and global economy.
Manufacturing operations depend on getting the right information at precisely the right moment, ensuring that products get built on time, to quality specs. With the latest enterprise resource management (ERP) software, this critical data flow is often coming via the cloud, as more manufacturers become comfortable with it as a repository for key manufacturing information.
An issue in manufacturing that is singular to machine builders is the speed with which they can respond with service to the machines, in the case of a failure. In the past, this has usually meant an actual failure has taken place, resulting in a delayed order, scrapped parts, and potentially days of downtime. When customers require after-sales service, they expect their problem to be solved with minimum delay. Too many service calls require expensive and time-consuming on-site visits. Service teams are dispatched and repairs / replacement of parts are made, but all of this takes time and creates more delay.
Today, Dell Boomi's parent company, Dell Technologies, announced an agreement with Salesforce that extends the long-standing relationship between the two companies. As part of the agreement, Dell Technologies will expand the use of Salesforce's market-leading customer relationship management (CRM) platform to Dell, Dell EMC, Dell Boomi, and VMware employees worldwide. The move will provide the Dell family of companies a flexible platform to bring together sales, service, support, and marketing to create a more unified customer experience. Many of Dell's customer contact centers will use Salesforce's artificial intelligence technology, Service Cloud Einstein, to improve customer interactions. And as part of the effort, the Dell family of companies will tap Boomi's cloud-native integration platform to rapidly connect large volumes of data among the Dell business operations.
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