Customer Service Automation · Sales Automation
Kawasaki's Engines and Government & Fleet Sales teams were operating in separate Salesforce instances and other tools, making it difficult to share customer information, support cases, forecasts, warranty context, and cross-sell opportunities.
Reported impact
Kawasaki improved visibility across divisions, automated warranty and support tasks, and created a more predictive operating model for both service and sales teams.
Kawasaki is using Data 360 as the connective tissue between sales, service, warranty, and marketing workflows so employees can operate across formerly separate divisions from a unified set of customer and product data. Agentforce Sales and Agentforce Service run on top of that shared record, giving teams a way to track service activity, answer customer questions, score leads, and surface cross-sell or upsell opportunities without switching between isolated systems. The implementation also includes Tavant, a Salesforce-based partner app that brings warranty information into the platform and automates hundreds of downstream tasks with Flow and Process Builder so staff spend less time rekeying information. With Agentforce Manufacturing and Data 360 together, Kawasaki can look at build dates, shipping information, buyer details, and product performance in one place, improving both customer support quality and the speed of strategic sales decisions.
Customer, lead, warranty, and product data from Kawasaki's divisions are unified in Data 360, Tavant feeds warranty activity into Salesforce, and Agentforce uses the combined record to answer service questions, score sales opportunities, and prompt proactive follow-up.
Agentforce Manufacturing helps Kawasaki manage everything from production to post-sale services.
Each department used different instances of Salesforce, along with a variety of other software.
Kawasaki implemented Data 360 to connect the common data points.
Tavant's automation, integrated with Salesforce tools like Flow and Process Builder, has helped Kawasaki automate hundreds of tasks.
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Traceability
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