Case Study: Michelin transforms customer experience and accelerates sales with Salesforce

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

Michelin, a global tire manufacturer, faced the challenge of distance from its customer base and a need for greater organizational agility to meet rising service expectations. To address this, the company partnered with Salesforce to launch its ENGAGE program, utilizing the Lightning Platform, Community Cloud, and AppExchange to transform customer and employee interactions.

The solution centralized data and processes onto a single platform, creating a 360-degree customer view and simplifying communications. This resulted in 85% of the North American sales staff adopting Salesforce, saving them hours of administrative work each week and allowing more time for customer service. Salesforce also enabled a rapid rollout in under six months and provided a foundation for future innovation through data and AI.

Michelin

Eric Chaniot

Chief Digital Officer