Manufacturing Commercial Operations Use Cases
Summarize
Summary of Manufacturing Commercial Operations Use Cases
The Manufacturing Commercial Operations application, demonstrated through the fictional Zenod manufacturing company, enables manufacturers and their partners to efficiently manage product and service interactions using Service Exchange. This solution facilitates seamless communication and collaboration between manufacturers, customers, and channel retailers by synchronizing workflows, sharing catalogs, and handling service requests in real time.
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Key Features
- Remote Catalog Publishing: Manufacturers like Zenod can publish product and service catalogs accessible to customers and partners.
- Real-Time Request Handling: Service requests such as repairs and tech support from customers (e.g., Boxeo) are received in the manufacturer's agent workspace instantly.
- Workflow Synchronization: Manufacturers and customers can synchronize tasks and share updates throughout incident resolution using remote task definitions.
- Service Issue Visibility: Customers can view outages, service issues, and products they have purchased, enabling proactive service management.
- Two-Way Communication with Channel Retailers: Manufacturers can issue alerts and recall notifications to channel retailers like OfficeMart, while retailers can submit order change requests through synchronized case management.
Key Outcomes
- Improved coordination between manufacturers and their customers or channel partners, leading to quicker issue resolution and enhanced service delivery.
- Streamlined management of product recalls and notifications across multiple stakeholders via synchronized task workflows.
- Enhanced transparency for customers and retailers, who can directly request support, view product details, and track service status.
- Efficient order and case handling through integrated Service Exchange instances, ensuring that queries and requests are directly routed to the appropriate agents.
In this example, the Manufacturing Commercial Operations application helps the fictitious Zenod manufacturing company (the OEM) use Service Exchange to manage their partnerships with Boxeo, a transportation company who uses their printers and services for shipping goods globally, and Office Mart, a channel retailer that sells many office brands and commercial tech supplies to retailers and consumers (e.g., computers, monitors, printers, shipping supplies, etc.).
Example scenario: Key personas and how they benefit
Zenod, a manufacturing company that manufactures and sells scanners, printers, and other multifunctional office systems, offers a shipping services package to its enterprise customers. A customer, Boxeo, has partnered with them to use Zenod printers, shipping supplies, and services for shipping goods globally.
The key personas (manufacturer and customer) can complete the following tasks in their respective Service Exchange instances:
- Publish a product or service catalog using remote catalog item and remote task definition
- Receive requests in the agent workspace in real time
- Relay resolutions to customers and any channel partners on the watchlist
- Request for repairs and tech support directly with Zenod using remote catalog
- Synchronize using remote task
- View outages and service issues
- View products they have purchased
- Request services related to the products they have purchased
- Zenod publishes their product or service catalog using remote catalog item and remote task definition.
- Boxeo's production printer goes down, and they raise a request for a repair and for tech support directly with Zenod using remote catalog.
- While Boxeo's production printer is down, Boxeo's L1 is working on the incident, and needs to be able to relay that information and what they've done so far to Zenod. Boxeo's L1 and Zenod can synchronize workflows using remote task.
- Zenod's tech support receives the request in their agent workspace in real time, meeting Boxeo where they are, and proceeds with the resolution.
Example Manufacturing Commercial Operations and Service Exchange use cases
Zenod manufactures scanners, printers, and other multifunctional office systems, and sells them both B2B and to end consumers through wholesalers, SMBs, and retails channels. OfficeMart is a channel retailer that sells many office brands and commercial tech supplies to end consumers (e.g., office furniture, computers, monitors, printers, shipping supplies, etc). Here is an example of how Zenod might use Manufacturing Commercial Operations with Service Exchange to communicate with their channel retailer, OfficeMart, and vice versa.- Manufacturer (OEM) to Channel
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- Zenod creates a case that informs the channel retailer about a recall on a product, and sets the channel and accounts to "Alert".
- Office Mart receives a provider task on their instance, which appears in the portal as a task to be completed.
- Office Mart follows the pre-defined workflows for tasks surrounding the recall, such as how to notify customers that have purchased or licensed the product about the recall.
- Channel to Manufacturer (OEM)
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- OfficeMart publishes a product or service catalog.
- An OfficeMart buyer makes a change request for their current order using the service catalog (a remote catalog published by Zenod) on their employee portal. They describe what they want to change and submit it to OfficeMart through their service catalog, where the system automatically creates a case task in their consumer instance that is synchronized to Zenod's Service Exchange for providers instance.
- The task is converted into a case. The Zenod order management agent receives the case directly in the agent workspace, and works to resolve it.