Though it is now a multinational corporation, Biesse retains its roots in Pesaro, where it was founded.
Help from technology in the hardest of times Biesse believes in the importance of innovating the Made in Italy brand through digitalisation, which vastly simplifies interactions with customers, as in this case, and sets the foundations for customer loyalty through simplicity and innovation. In just seven months over 800 users were connected to Field Service, making Biesse the first and biggest Field Service Lightning project in Italy. This produced a noticeable boost in operating efficiency.
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Having access to an easy-to-use system that was updated in real time and even available offline also greatly helped sales management with planning visits.Īn even more innovative project was developed with Field Service Lightning, an application that helps teams of technicians provide effective field service by making all the key data and information available. Targeted, data-driven communication was finally possible. As Biesse explains, the introduction of the Salesforce platform greatly simplified work for sales management, which, despite great effort, had been struggling to achieve truly great results. The decision to adopt Salesforce provided the company's branch offices across the globe with a single tool for managing communications, greatly simplifying interactions and helping foster a team spirit. Only then would technicians be able to intervene quickly and effectively. And that posed a real challenge: information about customers and machines needed to be standardised and consolidated to ensure prompt response times and rapid solutions to problems that were often complex. Customer satisfaction, however, depends on communication that is direct and seamless, both internally and with the customer. Manufacturing companies the size of Biesse run the inevitable risk of fragmented communication. This led to a partnership with Salesforce which, with support from Atlantic Technologies, helped Biesse better manage and respond to customer requests.Ī seamless solution for technicians, customers and machines that are always connected High-level data collection and a cutting-edge system for internal communications and for interacting with customers are of course crucial for such a large company. Almost all Biesse machines for the processing of wood, glass, stone, plastic and metal are exported and are appreciated by top manufacturers in the furniture, joinery, construction, shipping and aerospace sectors around the world. Biesse represents the best Italy has to offer: founded in 1969 as a family-run business the company now counts 12 manufacturing plants, 39 branch offices across the globe and over 4,200 employees.
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