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Salesforce solutions deployed: Agentforce Service, Agentforce Field Service, Agentforce Sales and Marketing Cloud Account Engagement.
CAMECA (Ametek Group) designs and manufactures high-precision scientific instruments used by some of the world’s most demanding research institutions and semiconductor manufacturers. With 98% of its revenue generated internationally, the company operates a global installed base that requires reliable, responsive after-sales service.
As the company’s installed base expanded across regions, aftersales service grew more complex. Behind the scenes, operations were split across disconnected tools — Microsoft Dynamics for CRM, Zendesk for after-sales service, Quickbase for field operations — supplemented by local Excel files. Visibility was partial, escalation was manual, dispatch relied on local knowledge rather than global intelligence and for a business with €40 million in aftersales revenue, this fragmentation was becoming a structural risk.
From Fragmented Service to Single Operational Spine
When CAMECA’s parent company Ametek directed all subsidiaries to migrate to a single technology platform, CAMECA saw the opportunity to do more than comply: to modernize not just its IT infrastructure, but the way its departments worked together — starting with after-sales service.
CAMECA decided to onboard Salesforce as its preferred platform to drive this transformation. After evaluating several systems integrators, Persistent emerged as the partner of choice. As a Top 10 Global Salesforce Partner with a customer satisfaction score of 5/5 across engagements, Persistent brings a combination of scaled certification depth and industry-applied AI.
The decision to standardize on Salesforce was less about technology and more about operational resilience. CAMECA’s leadership wanted one place where a service manager could see:
- Every installed machine, anywhere in the world
- Warranty and service entitlement
- Full intervention history
- Current status
- Who was working on it, right now
Working with Persistent, CAMECA set out to build a single aftersales backbone, a system designed not for generic customer service, but for industrial service in the real world.
The intent was not to disrupt the field. Rather than forcing change overnight, Persistent worked directly with field engineers and service managers to replicate what already worked, then modernize what caused friction. This helped stabilize the core capabilities first, remove silos and establish the intelligence layered only when service teams were ready.
Within seven months, the platform went live globally.
The greatest satisfaction was in terms of listening. We had an excellent discovery phase and very strong responsiveness from Persistent to our needs. I really appreciated the clarity of the proposed solutions: I was always presented with different scenarios with the ability to choose. The ability to work in French was a real enabler, allowing every user to express themselves, regardless of their level of English.
Persistent spent far more time with us than other integrators to truly understand what we did at CAMECA and what our real needs were. And I believe that is what made the difference.
Alexandre Paccou, Global Service Director, CAMECA
What Changed on the Ground : A Single Customer Database and a Transformed Organization
For technicians, service stopped being reactive.
Arriving on site, they could now see the complete machine history, including past failures, prior fixes or installed components, before turning a wrench. Escalating to specialists became a structured process rather than a scramble for contacts. Mobile access meant fewer calls back to headquarters and fewer repeat visits.
For dispatchers, scheduling shifted from coordination chaos to orchestration. The system knew who was qualified, who was nearby and what service level applied. Dispatch decisions became faster, consistent and defensible.
For service managers, visibility replaced guesswork. They could finally see SLA adherence across regions, spot bottlenecks early and act before delays turned into customer dissatisfaction.
And for the leadership, aftersales service became something it had never been before: measurable at scale.
Today, CAMECA has a global platform that enables seamless resource sharing between branches and escalation of technical issues to headquarters. Managers can view in real time the status of every machine worldwide, follow field interventions and access all reports stored in a shared database.
Furthermore, thanks to the integration of the website with Salesforce, customers can now submit their requests directly online, significantly improving response times and their overall satisfaction.
Building for the Next
For the first time in its history, CAMECA has a single customer database shared across all departments — a true organizational revolution for the company.
That foundation is now enabling the next phase of transformation. Persistent continues to collaborate with CAMECA to onboard:
- Sales Cloud to identify crosssell and renewal opportunities across the installed base
- Marketing Cloud to engage customers based on machine lifecycle and usage context
- Selfservice and knowledge automation to handle routine issues without consuming expert time
