Product Manufacturer: Modernizing Dealer & Customer Support at Scale
A large industrial product manufacturer with a complex two-tier support structure — dealer network and end customers. Legacy support systems, product knowledge scattered across engineering, sales, and service teams, and no unified channel strategy creating inconsistent resolution quality and high escalation rates.
46
NOT READY
Established manufacturer with domain-specific AI (predictive maintenance) and strong Salesforce ecosystem. Good foundation for expanding AI into customer experience, but talent gaps and inconsistent data quality limit near-term readiness.
48%
44%
200–430%
ROI on full remediation
Prioritized path to readiness
12
Minimum weeks
22
Recommended weeks
3
Remediation tracks
Implementation phases
Foundation & Talent · 6 weeks AI Expansion · 10 weeks Scale & Optimize · 6 weeks
Remediation tracks
Success criteria
- Proactive service alerts reducing unplanned downtime by 20%
- AI parts assistant live on dealer portal with 70%+ usage
- CX-focused data scientist onboarded and productive
- Data governance framework documented and adopted by all regional hubs
- Case data quality consistency exceeds 85% across regions
- Overall readiness score exceeds 60%
IoT-Powered Predictive Service and Dealer Experience Transformation
Full playbook generated after CatalystOS™ assessment. Every output is grounded in the gaps and inputs identified above.
$350K–$750K
$1.5M–$3.2M
5–10 months
200–430%
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Every EvolveCX engagement starts with a CatalystOS™ assessment. Book a scoping call and we'll show you what the platform surfaces for your specific situation.