Salesforce to provide a single view of customers across ABB’s global business

Bangalore: Salesforce, a global CRM player today announced that ABB—one of the world’s leading industrial technology companies, operating in 100 countries with more than 147,000 employees—is expanding with Salesforce company-wide and deploying Salesforce Einstein and IoT, along with its ABB Abilitytm digital offering, to power customer success in the Fourth Industrial Revolution.

The Fourth Industrial Revolution is a wave of innovation and technology that is radically transforming every business and industry. It’s no longer enough for manufacturers to differentiate on product—they must also predict customer needs and deliver smarter, more personalized customer experiences. With Salesforce, ABB is unifying its CRM globally, across every region, brand and department, to embrace the opportunities created by the Fourth Industrial Revolution and help its customers pursue important, new openings for service, innovation and growth.

“The Fourth Industrial Revolution is creating massive opportunities for our customers, making the work we do with them to drive innovation and create value more important than ever,” said Ulrich Spiesshofer, CEO – ABB. “That’s why we’re growing our relationship with Salesforce. The wealth of information we’ll get by unifying our data on Salesforce and combining it with our ABB Ability digital offering will allow us to use artificial intelligence and IoT more effectively, so we can anticipate our customer’s needs and write the future together.”

“ABB is undergoing incredible digital transformation and connecting with their customers in revolutionary ways,” said Marc Benioff, Chairman and co-CEO of Salesforce. “Our relationship with ABB is another example of the extraordinary power of artificial intelligence and IoT technologies to drive customer success.”

ABB’s expansion of Salesforce includes Einstein, Salesforce IoT, Sales Cloud, Service Cloud, Marketing Cloud, Community Cloud and Success Cloud advisory services.

Einstein will enable ABB to drive smarter sales and service with artificial intelligence. For example, ABB will use Sales Cloud Einstein for intelligence-driven decision making, automated data entry, identification of potential opportunities and predictive forecasting. Einstein Vision, used with Service Cloud Field Service Lightning, will be used to give ABB’s 15,000 field service technicians the ability to take a photo of an ABB product or component when they arrive onsite to automatically surface information about the product on their screens, resulting in faster, more accurate service.

Salesforce IoT will allow ABB to make data from its connected devices actionable and measurable. The company’s vision is to combine Salesforce IoT with ABB Ability so that its installed base of 70 million connected devices can use predictive intelligence, powered by Einstein, to generate and trigger actions directly into Salesforce. With Salesforce IoT and ABB Ability together, ABB will be able to improve customer experiences by getting ahead of performance and maintenance needs.

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