Powerful Platform Delivers Exceptional Service

EMELAR HELPS PALMER JOHNSON FIND AN EASIER WAY TO PROVIDE THE STATUS OF HEAVY EQUIPMENT SERVICE REQUESTS

Customers now receive timely service updates with Salesforce Service and Community

Palmer Johnson Power Systems’ Service Techs used to log notes and provide service information to customers manually. Now, with a powerful service request platform and a highly interactive community, Palmer Johnson delivers exceptional service to its customers for off-highway heavy equipment.

Who is Palmer Johnson Power Systems?

Palmer Johnson Fast Facts:

  • Industry: Off-Highway Service
  • # of Salesforce Users: 67
  • Technology Platforms: Salesforce Service Cloud, Pardot, Customer Community, Quip, Profit 21

Palmer Johnson Power Systems is the award-winning industry leader in off-highway heavy equipment service. It services and sells components for heavy-duty transmissions and axles in numerous off-highway equipment applications. Palmer Johnson’s expertise and products span a broad range of markets and industries including marine, oil & gas, engine packaging, OEM, mining, agriculture, construction equipment, and more. Customer service is at the forefront of every decision Palmer Johnson makes.

Based in Sun Prairie, WI, Palmer Johnson has seven locations across the country. Three master rebuild centers and nine full-service centers are at the core of its transmission and axle repair capabilities, each equipped for field service and capable of delivering quality expedited repairs with minimal equipment down-time.

THE CHALLENGE

  • Palmer Johnson struggled to provide critical service information to customers.
  • The technology was slow, error-prone, and not secure.
  • Palmer Johnson lacked a way to provide pictures to customers.
  • Service Techs used manual and inefficient processes when they logged their notes on tear-down, build-up, and testing.

The Solution

  • Emelar developed a service platform in Salesforce that worked with existing technology and simplified the process that Palmer Johnson used when they logged service tech work.
  • Emelar created a customer community that allowed customers easy access to Service Reports and to the status of their requests.
  • Emelar automated the process that Palmer Johnson used to attach pictures to Service Reports.

The Results

  • Palmer Johnson now uses the new, easily accessible Service Reports and provides exceptional value to its customers.
  • New mobile capabilities make Service Techs update information substantially faster.
  • Palmer Johnson differentiates itself through service, resulting in a 20% revenue increase in one year.

“Unbelievable. Before we had a different partner and the difference between them and Emelar is night and day. Emelar is hands-down the best. They are easy to work with, knows their stuff and REALLY cares about us as a customer. It’s like they worked in our service department before.”

Get started with Salesforce Service and Customer Communities

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