Camso-Michelin specializes in off-road tires, wheels, rubber tracks and track systems for the material handling, construction, agriculture and powersports industries. Camso has been designing, manufacturing and marketing OTR mobility solutions since 1982. They are a market leader in rubber tracks for farm equipment and snowmobiles, and in solid and bias tires for material handling equipment, leveraging their competitive manufacturing footprint, particularly in Sri Lanka. They also rank among the top three players in the construction market, in track and tire solutions for small heavy equipment.
In 2018, Camso was acquired by the Michelin Group. The acquisition brought together the expertise of Camso’s management team and Michelin’s long-standing presence in Canada.
Location: Canada, USA, Europe, Sri Lanka
Revenue : 25 Bn
No. of employees : 40,000
850+ Salesforce licenses
Project Duration : September 2021 – June 2022
Integrations : SAP HANA, ERP Compiere
Products Used : Sales Cloud, Service Cloud, FSL, Experience Cloud
Camso-Michelin runs their day-to-day operations and services on the Salesforce Platform. It enables its entities across multiple countries and their customers to collaborate in real time, using a single tool. Our team at Dazeworks worked with their IT and executive team to rollout an enhanced system for creating a seamless customer service experience.
Need for Field Service Enhancements
Camso Michelin has a strong presence across multiple geographies such as Canada, UK, Germany, France, Australia and New Zealand. Each country had a unique system curated for regional differences such as language, currency etc and relied on different solutions at the back-end such as SAP HANA and Compiere ERP. The Camso team addressed the challenge of building a seamless field service experience for its customers through Salesforce using FSL. Their sales teams needed the ability to create work orders for different products within Salesforce, set service appointments, dispatch the right field technicians at the right time to the right location and complete the service appointment in a hassle-free manner.
Configure and Customize for Localizations
While rolling out Salesforce Platform enhancements and customizations, localizations and translations had to be incorporated to ensure user adoption. For example, during the Germany and France rollouts, it was critical to ensure custom components labels were translated into German and French respectively.
Integrations with Existing Systems
As a mature org, Camso-Michelin relied on multiple systems to manage their data. While SAP HANA was their primary ERP in Germany; their ERP system for French processes was Compiere. This posed a unique challenge in the need for building bi-directional integrations with compatible middleware.
Technical Debt Accrual
Camso has been a long-standing Salesforce customer with complex workflows and integrations. This meant that their system had inevitably accrued technical debt over the years that had to be effectively managed and reduced. With each rollout, technical debt alleviation was a recurring objective for our team of architects and consultants.
Camso-Michelin services their customers with a 360 degree customer-centric approach. Once a Customer Service Representative (CSR) receives a call from their customer to book a service appointment, they will create a work order and assign it to field technicians in the area. Field technicians visit the customer site and complete the service task (such as tire fitting, assembly, repair or replacement). The customer is notified as soon as the service is completed along with any additional recommendations and a survey via SurveyForce.
Optimized Field Service Management
Timely Fleet Checks
Interactive Partner and Customer Community Portals
Camso relies on community portals built on Salesforce Experience Cloud for managing partner and key customer access. The customer portal improves their customer experience manifold by giving them access to interactive reports and dashboards on a real-time basis.
Localizations using Translation Workbench
A key requirement while managing system roullouts across countries is to ensure that localizations are incorporated into the user experience.
Our team achieved this through Translation Workbench along with the support of a team of native German and French language speakers. We translated the custom components’ labels and picklist values into the respective local languages to ensure seamless user adoption. We also provided train-the-trainer sessions which then trickled down to the end-users to create a positive user experience.
Technical Debt Alleviation
Our architects provided expert guidance on technical debt alleviation in CAMSO’s org. We undertook the process of cleansing custom label's, doing recursive checks, resolving SOQL errors and optimizing code, objects and automation rules. This is an ongoing process to ensure continued org efficiency and optimum return on investment.
Bi-directional Integrations
Our team built strong integrations between Salesforce and Compiere supported by middleware such as Kafka. Here, callouts were done with the help of Platform events and EventBus Publish/ Subscribe model. In the Salesofrce-SAP HANA integration, this was achieved through synchronous callouts on a real-time basis. We did an extensive proof-of-concept to showcase the capabilities of the solution proposed for Platform Events as a preparatory step for the integration. The PoC was well-received by the CAMSO team and eventually deployed.
Ongoing Salesforce Support Engagement
Any change requests or bug fixes are managed via JIRA after a priority mapping exercise with the business stakeholders. This is created through user stories and distributed to our Salesforce development team. The change requests are resolved as per defined SLAs without impacting business or creating any downtime.
Regular user adoption reporting have shown 100% user adoption rates. To ensure a premium, hassle-free user experience, our team created user guides for modules and sub-modules, completed UATs in lower environments and carried out regression and smoke tests. We consistently gather user feedback to ensure there are no challenges in system performance. We are currently in the process of a rollout to Australia and New Zealand locations.
