Case Study: Michelin achieves faster order delivery and improved customer experience with Salesforce Marketing Cloud

Michelin is collaborating with customers to drive superior service now and down the road

Michelin, a global tire manufacturer, faced the challenge of becoming more agile and closing the distance between its large, fast-changing customer base and its organization. The company needed to simplify processes, give employees real-time access to sales and product data, and deliver a consistently excellent customer experience across sales, service, and distribution channels.

Michelin launched the ENGAGE program on Salesforce (Community, Sales, Service Clouds, Lightning Platform and AppExchange) to create a single portal with real-time data and mobile access. Rolled out in under six months, the platform streamlined ordering and delivery workflows, improved collaboration across teams and partners, and drove rapid adoption—85% of sales staff now use Salesforce (70% on mobile), saving hours of administrative work and enabling faster, more customer-focused service.

Michelin

Eric Chaniot

Chief Digital Officer