Case Study: 3M achieves rapid COVID-19 fraud response and remote workforce productivity with Salesforce

3M tackles COVID-19 fraud to help protect frontline workers

3M, a global manufacturer of PPE with about 90,000 employees, faced a dual crisis at the start of COVID-19: an urgent need to massively increase mask and respirator production while combating widespread fraud (counterfeit products and price gouging). The company also had to shift field sales teams to remote work and quickly get visibility into customer impact, inventory and business health during rapidly changing conditions.

Using Service Cloud, Sales Cloud, Tableau CRM and Salesforce Anywhere, 3M launched a fraud hotline, website and email reporting system integrated with Service Cloud in 48 hours, routed cases to agents, and reassigned sales staff to support service capacity. It added custom Sales Cloud fields, piloted a single Tableau CRM dashboard for unified insights, and reskilled reps for remote selling. The effort improved response times and productivity, centralized analytics for faster decisions and helped 3M scale production to nearly 100 million respirators per month globally (35 million in the U.S., 90% for frontline healthcare).

3M

Andy Moldenhauer

Chief Product Owner, Customer Relationship Management