B2B Manufacturing: Why Does Successful Servitization Require Mobile Apps?

Digital-driven customer trends have forced B2B manufacturers to evolve beyond the traditional business model of solely making products, to embrace servitization. The current market now demands these organisations provide immersive after-sale services and support alongside their products, and we explain here how innovative technologies such as dedicated mobile apps can help them succeed in doing so.

Mobile is Disrupting Manufacturing

We recently took an in-depth look at today’s need for B2B manufacturers to provide mobile customer service and product support directly at their point of use. This is an important step which should be taken if a business hopes to transform from traditional manufacturer to market-leading innovator.

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Why do B2B Manufacturers Need Mobile Customer Service to Survive?

B2B manufacturers have always been judged on the quality, value, and reliability of their physical products. In today’s digital-focused market, though, they’re now also judged on whether or not they can provide cutting edge mobile customer service and support beyond the purchase of those products.

Mobile is not a choice, it’s a necessity

Over the last 10 years, mobile technology has significantly changed the way B2B manufacturing companies provide customer service, support their partners, and compete in the market. Virtually everyone in that market now demands mobile customer service, with consumer-grade usability, to gain anytime access to information and support directly at the point of use of the product.

Unfortunately, manufacturers that are slow to act on this demand are jeopardising their survival. For example, 50% of B2B queries have been made on smartphones in 2018, and this is expected to rise to 70% by 2020. This technological shift is no longer a choice, it’s a necessity.

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Top Mobile Tech Takeaways from the 2017 Salesforce World Tour London

Salesforce-World-TourEach year the Salesforce community gathers in major cities around the globe for the Salesforce World Tour. These events allow those in attendance to come together and discuss, learn from, and celebrate each others’ hard work.

This year’s event drew well over 10,000 people to the ExCel Centre in London.

The MobileCaddy team went along to explore the new and exciting technology on show, and to understand how some of the world’s leading brands are using Salesforce to set new standards for success.

Better tools for employees to better serve customers

One of the main goals Salesforce sets itself each year is to help businesses provide the best possible customer experience through technology innovations. In the digital age, businesses are better equipped than ever to serve their customers, and this year’s World Tour focused on the convergence of cloud, social, mobile, IoT, and AI technologies as a game-changer for those who embrace it.

At MobileCaddy, we obviously have a keen interest in the role mobility is playing in redefining how businesses operate, regardless of size or resources, stretching across all lines of business and industry verticals.

With mobile being a key pillar of Salesforce’s core technology offerings, we’ve listed a number of interesting examples from the 2017 event below.

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