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How Bombardier created a 360-degree customer view in the Cloud

Bombardier plane flying in the sky

How Bombardier is leveraging Sales Cloud to gain visibility into their clients and their own operations.

Bombardier Inc. is a multinational aerospace and transportation company, founded in Canada in 1942. They manufacture planes as well as trains, with more than 37,000 employees responsible for designing, manufacturing and supporting their aviation products. These products are designed for Bombardier's commercial as well as specialized and amphibious aircraft markets. Another key market is Bombardier's private client division consisting of high-profile, high net-worth clients. To empower their specialized sales team with a 360 degree customer view, Bombardier contacted Traction on Demand to help them implement and leverage the Salesforce platform.

Flying blind

Bombardier lacked a single source of truth for customer data, and with 10,000 customers purchasing products that sell for $20 million to $60 million, every detail that slipped through the cracks could be costly. Sales reps were limited in their access to client information, making the task of elevating their customer experience a difficult one. Part of offering that superior customer experience meant that sales reps had expensive requirements throughout their sales cycle. With no way of tracking expenses such as test flights and their associated costs, Bombardier was losing money.

The Sales Cloud solution

Traction worked with Bombardier to create a solution leveraging Salesforce Sales Cloud. They focused their efforts on empowering Bombardier's private client sales team, first configuring automated Lead and customer assignment that allows the team to be more responsive to their exclusive clients, building a more team-oriented approach. Key integrations with Wealth-X and JetNet equip sales reps with access to real-time information about clients and potential aircraft available for sale. To create a sense of accountability around expenses, a custom object was built in Sales Cloud with workflows that allow Bombardier to track, approve and control test flights, with all-expense data associated with the corresponding Opportunity record.

A finely tuned sales team

Bombardier's sales team now has the tools to operate as efficiently as the meticulously engineered planes that they sell. With Sales Cloud, they can leverage a 360-degree view of their clients at every touchpoint, working more cohesively to provide outstanding customer service to their high-profile clientele. And now, with better visibility and control over their expenses, they're doing all of this while spending less.

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