Michelin Invests in Customer Technology, Data - Tire Review Magazine

Michelin Invests in Customer Technology, Data

With well over a hundred thousand employees stretched out across 170 countries, Michelin recognized that connectivity with customers was becoming more and more difficult. The company is using new systems and software to maximize their global reach with customers around the globe.

With 111,700 employees spanning 170 countries, global tire manufacturing giant Michelin faced a major challenge in connecting more closely to its customers. In response to this challenge, the company launched a worldwide program called ENGAGE to completely transform how it interacts with customers.

Rolled out at the end of 2016 in the U.S., ENGAGE was designed to help Michelin’s marketing and sales teams better understand customer needs and respond to their demands faster. The platform was designed in partnership with Salesforce. Earlier this week, Eric Chaniot, chief digital officer for Michelin Group, spoke at the software company’s Dreamforce event.

“It remains essential to maintain our advantage in terms of product quality and performance, and our relationship with our customers is key to our success. As a result, we need to provide an extraordinary customer experience,” said Eric Chaniot, chief digital officer, for Michelin Group. “…We’re building an entire ecosystem around our customers and partners, ensuring that every interaction is smooth. We also believe that speed of innovation is critical in our market.”

Moving forward, artificial intelligence powered by Salesforce Einstein combined with Michelin’s connected tires opens up new possibilities, such as automating orders, managing miles travelled for fleet managers and more, according to Salesforce.

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