Helping clients meet their business challenges begins with an in-depth understanding of the industries in which they work. That’s why KPMG LLP established its industry-driven structure. In fact, KPMG LLP was the first of the Big Four firms to organize itself along the same industry lines as clients.

How We Work

We bring together passionate problem-solvers, innovative technologies, and full-service capabilities to create opportunity with every insight.

Learn more

Careers & Culture

What is culture? Culture is how we do things around here. It is the combination of a predominant mindset, actions (both big and small) that we all commit to every day, and the underlying processes, programs and systems supporting how work gets done.

Learn more

Salesforce | Improve field service and customer engagement

Technology is transforming the way manufacturers engage in customer and field service

Digital technology is changing the way manufacturers engage in customer and field service. Leaders are transforming their business and operating models toward connected and digitally enabled services. They want to provide a growth engine for their business, deliver higher margins than standalone sales, and contribute to greater customer lifetime value.

A digitally enabled services business can:

  • Enhance customer experience and loyalty by orchestrating each interaction across the customer journey for effective communications, responsive service, timely execution, etc.
  • Maximize customer lifetime value by using customer, install base, and operational insights to optimize offers, and maximize service attach for annuity-based services.  
  • Offer new services that open revenue opportunities and enhance customer experience, generate value for customers, and maximize customer lifetime value for the organization.
  • Maximize service effectiveness by reducing response and resolution time and maximizing equipment performance. 
  • Reduce cost to serve by addressing service calls via remote centers, automation, or self-service. 

KPMG has a long history of developing and implementing connected enterprise models that link manufacturing, installation, and service into a seamless whole. We bring a combination of deep experience in manufacturing, field and customer service, business models, and business operations transformation.

We also have extensive knowledge of Salesforce, an alliance partner, offering a leading suite of products, including Salesforce Field Service. This solution builds trusted, on-time support in the field, schedules smoothly, reduces idle time, and improves worker productivity. In combination with Salesforce Service Cloud, Salesforce Field Service delivers end-to-end support, from case management, to work order, to technician debrief.

Dive into our thinking:

How manufacturers can improve field service and customer service engagement

Download PDF

Meet our team

Image of William Donlan
William Donlan
Principal, Advisory, C&O Commercial, KPMG US

Explore more

Thank you!

Thank you for contacting KPMG. We will respond to you as soon as possible.

Contact KPMG

Use this form to submit general inquiries to KPMG. We will respond to you as soon as possible.

By submitting, you agree that KPMG LLP may process any personal information you provide pursuant to KPMG LLP's Privacy Statement.

An error occurred. Please contact customer support.

Job seekers

Visit our careers section or search our jobs database.

Submit RFP

Use the RFP submission form to detail the services KPMG can help assist you with.

Office locations

International hotline

You can confidentially report concerns to the KPMG International hotline

Press contacts

Do you need to speak with our Press Office? Here's how to get in touch.