A large industrial product manufacturer with a complex two-tier support structure — dealer network and end customers. Legacy support systems, product knowledge scattered across engineering, sales, and service teams, and no unified channel strategy creating inconsistent resolution quality and high escalation rates.
Established manufacturer with domain-specific AI (predictive maintenance) and strong Salesforce ecosystem. Good foundation for expanding AI into customer experience, but talent gaps and inconsistent data quality limit near-term readiness.
Full playbook generated after CatalystOS™ assessment. Every output is grounded in the gaps and inputs identified above.
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