Case Study: Wärtsilä achieves a 360-degree customer view and accelerated digital services with Salesforce Marketing Cloud

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, launched a company‑wide digital transformation to better serve its 12,000 customers across 70 countries. Facing torrents of data, fragmented processes, long collaborative sales cycles and the need for better transparency across functions, the company set out to create a unified 360‑degree view of customers and more efficient field and sales operations.

Wärtsilä implemented Salesforce (Sales, Service and Community Clouds) plus a custom mobile app, all integrated with its ERP, to centralize customer and product data, enable self‑service and give field engineers real‑time access to documentation and service orders. The program delivered clearer customer intelligence and collaboration, generated more sales with the same resources, improved resource utilization across 100,000 annual field jobs, sped up service delivery, and unlocked remote analytics and digital services that help customers optimize performance and predict maintenance.

Wartsila

Sini Spets

Vice President of Business Development