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CriticalRiver Unlocks Operational Efficiency for a Global Steam Turbine Manufacturer with Salesforce

Impact Delivered

  • Asset 360 view across turbines and customer relationships
  • Automated work order creation from SAP requests
  • Unified sales and service operations
  • Customer Overview

    Customer Overview

    A global leader in steam turbine manufacturing, serving customers across power generation, oil and gas, and industrial sectors. As its installed base grew worldwide, the company needed a unified platform to manage customer assets, service operations, and sales processes with full visibility and accuracy.

  • The Challenge

    The Challenge

    the-challenge-img.jpg

    As the company scaled across geographies, several operational gaps emerged:

    • Multiple account records and data inconsistencies without a master customer record
    • Disconnected sales and service functions limiting visibility and reporting
    • Manual service tracking and work order management slowing operations
    • No centralized system to track asset history or customer interactions
    • Lost service requests, installation delays, and inaccurate asset records
  • The Solution

    The Solution

    the-solution-img_nextiva.jpg

    The company partnered with CriticalRiver to implement Salesforce Service Cloud, Sales Cloud, and Field Service Lightning, building toward an Asset 360 view of turbines and customer relationships. The solution:

    • Unified account management and case tracking through Service Cloud
    • Automated work order creation from SAP requests
    • Streamlined sales operations with improved account governance through Sales Cloud
    • Enabled asset ownership visibility across sales and service teams
    • Equipped field engineers with mobile tools, protocol management, and digital signatures
    • Built Asset 360 for a complete view of turbines and service history
  • Solution Components

    Solution Components

    Salesforce Service Cloud, Sales Cloud, Field Service Lightning, Asset 360, SAP Integration

  • The Results

    The Results

    • Eliminated manual service tracking with automated workflows
    • Consolidated accounts and reduced duplicate records
    • Strengthened asset ownership accuracy across the install base
    • Improved visibility into service history and reduced installation delays
    • Enhanced field engineer productivity through mobile-first execution
  • Conclusion

    Conclusion

    Through CriticalRiver’s Salesforce implementation, this global steam turbine manufacturer moved from fragmented systems and manual workflows to a fully integrated, data-driven approach across sales, service, and assets. With Asset 360 in place, the company now operates with real-time turbine tracking, sharper reporting, and a seamless link between commercial and field teams, positioning the business for sustained growth and stronger customer engagement.

Impact Delivered

  • Asset 360 view across turbines and customer relationships
  • Automated work order creation from SAP requests
  • Unified sales and service operations

Customer Overview

A global leader in steam turbine manufacturing, serving customers across power generation, oil and gas, and industrial sectors. As its installed base grew worldwide, the company needed a unified platform to manage customer assets, service operations, and sales processes with full visibility and accuracy.

The Challenge

the-challenge-img.jpg

As the company scaled across geographies, several operational gaps emerged:

  • Multiple account records and data inconsistencies without a master customer record
  • Disconnected sales and service functions limiting visibility and reporting
  • Manual service tracking and work order management slowing operations
  • No centralized system to track asset history or customer interactions
  • Lost service requests, installation delays, and inaccurate asset records

The Solution

the-solution-img_nextiva.jpg

The company partnered with CriticalRiver to implement Salesforce Service Cloud, Sales Cloud, and Field Service Lightning, building toward an Asset 360 view of turbines and customer relationships. The solution:

  • Unified account management and case tracking through Service Cloud
  • Automated work order creation from SAP requests
  • Streamlined sales operations with improved account governance through Sales Cloud
  • Enabled asset ownership visibility across sales and service teams
  • Equipped field engineers with mobile tools, protocol management, and digital signatures
  • Built Asset 360 for a complete view of turbines and service history

Solution Components

Salesforce Service Cloud, Sales Cloud, Field Service Lightning, Asset 360, SAP Integration

The Results

  • Eliminated manual service tracking with automated workflows
  • Consolidated accounts and reduced duplicate records
  • Strengthened asset ownership accuracy across the install base
  • Improved visibility into service history and reduced installation delays
  • Enhanced field engineer productivity through mobile-first execution

Conclusion

Through CriticalRiver’s Salesforce implementation, this global steam turbine manufacturer moved from fragmented systems and manual workflows to a fully integrated, data-driven approach across sales, service, and assets. With Asset 360 in place, the company now operates with real-time turbine tracking, sharper reporting, and a seamless link between commercial and field teams, positioning the business for sustained growth and stronger customer engagement.

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