Case Study: Wärtsilä achieves faster digital services, 360° customer intelligence, and operational efficiency with Salesforce DMP

Wärtsilä’s digital transformation powers ahead with better customer intelligence, stronger growth, and greater operational efficiency

Wärtsilä, a $5.8B provider of lifecycle power solutions for marine and energy customers operating in 70 countries, faced a challenge turning vast amounts of data into actionable customer intelligence. The company needed a global, 360-degree view of its 12,000 customers to improve collaboration across sales and long, multi‑year projects, streamline service delivery for 450 contracted installations and 100,000 annual field jobs, and digitize the end‑to‑end customer experience.

Wärtsilä implemented Salesforce Sales Cloud, Service Cloud and Community Cloud plus a mobile app and ERP integration to centralize accounts, field service skills, documentation and online self‑service. The result was greater transparency and efficiency — more sales with the same resources, improved resource allocation and faster, higher‑quality field service, empowered customers through online portals, and new analytics‑driven capabilities for predictive maintenance and continued digital growth.

Wartsila

Sini Spets

Vice President of Business Development