About INNIO
INNIO is a leading solutions provider of gas engines, power equipment, a digital platform and related services for power generation and gas compression at or near the point of use.
With the Jenbacher and Waukesha product brands, INNIO pushes beyond the possible. The headquarters with about 1,700 employees is located in Jenbach (Austria), the company’s other main places of operation are in Welland (Ontario, Canada) as well as in Waukesha (Wisconsin, USA).
INNIO has a diverse product portfolio and fulfils the requirements of numerous industries in the power range between 200kW and 10MW. Reliability, economic efficiency and a long product lifespan not only distinguish INNIO’s products and solutions, but also its service. INNIO currently provides life cycle support to more than 48,000 delivered gas motors worldwide.
| CLIENT | INNIO Jenbacher GmbH & Co OG |
| SECTOR | Branded Goods & Industry |
| PROJECT | Implementation of Salesforce Service Cloud and Salesforce Community Cloud |
| PROJECT PERIOD | April 2019 – October 2019 |
| SYSTEM | Salesforce Service & Community Cloud |
Challenges & Objectives
Initial Situation
Over the course of various acquisitions and not least within the context of digital change, INNIO’s IT infrastructure has undergone and continues to undergo comprehensive transformation.
INNIO took the opportunity to address the »big picture«: a platform strategy as well as the standardisation and harmonisation of all applications and processes in the areas of sales and service together with its partners.
Because only if internal processes and systems are efficiently connected to each other, holistic and thus promising customer relationship management is possible./
Project Implementation
Because INNIO had already used Salesforce Sales Cloud, the expansion of the portfolio to include Service and Community Cloud – particularly with regard to the desired 360-degree view of the customer – was the next logical step.
In April 2019, INNIO commissioned dotSource to implement Salesforce Service Cloud and Community Cloud and to further develop its Sales Cloud.
As an experienced Salesforce Partner with a young, ambitious team and an agile approach, dotSource was able to establish Salesforce as a strategic platform in record time – for the current project as well as for future undertakings and visions of INNIO Jenbacher GmbH & Co OG.
Added Values
Thanks to the migration from ServiceNow to Salesforce Service Cloud and Community Cloud, the project team was able to reduce the complexity of INNIO’s IT landscape in record time, thus significantly improving service and sales processes.
Thanks to the successful carve-out at the desired point in time, INNIO’s employees have access to a user-friendly, easy-to-manage system that holds great potential for the company’s vision of the future.
