Scaling sales and service innovation for a Fortune 150 manufacturer
A Fortune 150 manufacturer hired Algoworks to modernize sales and service operations through Salesforce optimization, AI-powered design and hands-on training. The initiative improved customer experience, reduced support overhead and enabled smarter field service.
Rising expectations and operational inefficiencies
The manufacturer faced mounting pressure to modernize as customer expectations around delivery transparency and service responsiveness grew. Dealers and customers demanded real-time order visibility, but internal teams were constrained by manual processes and fragmented data.
Service operations supporting critical infrastructure clients were also under strain. Technicians lacked predictive tools to diagnose issues, resulting in repeat visits and SLA penalties. The company needed scalable, human-centered technical services to streamline workflows and prepare teams for digital transformation.
Optimizing Salesforce and enabling AI-powered field service
Algoworks launched a multi-track initiative beginning with immersive training sessions on journey mapping, design thinking and outcome-based development. These workshops engaged cross-functional teams and laid the foundation for broader IT transformation.
On the technology side, Algoworks enhanced Salesforce to support smarter sales and service workflows. A key use case was “Where is my order?” (WISMO), where a predictive model estimated delivery timelines using route length, weather, inventory and historical data. The model was paired with a redesigned Orderboard interface, co-created with dealers and tested for usability and impact.
Scaling Smart Solutions Across Teams and Territories
Internationally, Algoworks supported Salesforce expansion into new markets, including a bilingual rollout in Canada. A dual-language Figma system ensured that French-language interfaces were contextually accurate and user-friendly.
Intelligent operations and measurable field service ROI
The training sessions sparked a mindset shift across the organization, equipping teams with frameworks to drive innovation from within. Salesforce enhancements delivered immediate value by reducing support calls and improving dealer satisfaction through clearer order visibility.
The AI troubleshooting prototype showed strong ROI potential. Even modest gains in trip efficiency translated into significant cost savings and improved SLA performance. Technicians benefited from smarter diagnostics and better part planning, enhancing service outcomes for high-stakes clients.
The bilingual Salesforce rollout and territory assignment innovations supported smoother market expansion and increased system adoption. Together, these efforts reflect a strategic move toward scalable, intelligent operations grounded in human-centered design.
