Two leading names in the plumbing fixtures and bathroom solutions manufacturing industry needed a smarter, more responsive way to engage customers online. GetOnCRM, a trusted Salesforce consulting partner, delivered a tailored Salesforce Einstein Chatbot implementation with brand-specific customizations across both companies. The solution combined Service Cloud, Lightning Web Components, and custom JavaScript and CSS to deliver seamless in-chat consultations, video support, and brand-distinct experiences — without ever forcing customers to leave the conversation. The result: faster, more productive agent-customer interactions and a measurable lift in customer satisfaction, reflected in a 4.1 out of 5 client satisfaction rating.
Both organizations are established manufacturers within the plumbing fixtures and bathroom solutions industry — one specializing in complete bathroom solutions and kitchen fittings, the other a longstanding leader in plumbing fixtures manufacturing. Both brands operate in a competitive, service-sensitive industry where customers expect quick answers, personalized support, and a seamless path from inquiry to consultation. As digital-first customer engagement became a strategic priority for both organizations, they turned to Salesforce Service Cloud and Einstein Chatbot to modernize how their support teams interact with customers — while ensuring each brand retained its own distinct visual identity and customer journey.
Standard chatbot functionality wasn’t enough to meet these manufacturing brands’ engagement goals. The businesses needed a highly customized, brand-aware solution built on top of Salesforce’s native capabilities.
Enabling screen sharing and video calling directly within the chatbot experience via ScreenMeet integration
Allowing customers to open and submit a “Book a Consultant” form mid-conversation, without exiting or restarting the chat
Supporting distinct colors, logos, and menu options for each brand within a single chatbot framework
Surfacing brand-specific privacy policy and warranty registration links inline, without disrupting the chat flow
Ensuring the chatbot interface performed responsively across devices and browsers
Delivering a faster, more competent customer service experience overall
GetOnCRM designed and implemented a Salesforce Einstein Chatbot solution built on Service Cloud, using Lightning Web Components (LWC), JavaScript, and CSS to extend standard chatbot capabilities into a fully customized, multi-brand experience. The engagement combined out-of-the-box Salesforce power with hands-on development to solve each brand’s unique requirements.
GetOnCRM configured Salesforce Einstein Chatbot to handle customer conversations using company-defined flows, ensuring consistent, seamless communication while laying the foundation for deeper customization.
Lightning Web Components were used to override default chatbot behavior, giving GetOnCRM the flexibility to build brand-specific features — including session-variable handling to keep the chat window stable while the “Book a Consultation” form was open, resolving a key usability issue.
Custom JavaScript enabled a “Book a Consultant” form and ScreenMeet screen-sharing and video functionality to launch directly inside the chatbot, allowing customers to complete key actions without ever leaving the conversation.
CSS-driven styling ensured each brand’s chatbot reflected its own colors, logos, and menu structure, while custom navigation links surfaced each brand’s privacy policy and warranty registration pages directly within the chat.
The chatbot interface was engineered for responsiveness across browsers and mobile devices, ensuring a consistent experience regardless of how customers chose to engage.
Delivery followed an agile methodology, with requirements broken into sprints tracked via a project scheduling sheet, weekly client status calls, and dedicated unit testing to validate functionality across environments.
Elevated Brand Experience
Both manufacturing brands achieved a refined, brand-consistent chatbot UI that reflected each company's unique identity while running on a shared Salesforce Einstein Chatbot foundation.
Operational Efficiency
In-chat capabilities like ScreenMeet screen sharing, consultation booking, and direct navigation to existing brand webpages reduced the manual steps agents previously had to manage — cutting down agent work time and increasing overall efficiency.
Stronger Agent-Customer Interactions
The chatbot enabled more productive, interactive sessions between agents and customers, replacing fragmented touchpoints with a unified conversational experience.
Customer Satisfaction
The enhanced experience translated into measurable customer approval, with the client reporting a 4.1 out of 5 satisfaction rating through their internal community survey.
For plumbing fixtures and bathroom solutions manufacturers, customer engagement often happens at critical decision points — when a buyer needs product guidance, a consultation, or support before making a purchase. Salesforce Einstein Chatbot, backed by Service Cloud, gives manufacturing brands a scalable way to meet customers at that moment without adding headcount or complexity.
A single Salesforce architecture can support multiple brands with distinct identities, letting organizations manage diverse portfolios without maintaining separate systems.
Embedding tools like ScreenMeet directly into the chatbot shows how Salesforce can extend beyond its native capabilities to unify the customer journey.
In-chat forms and navigation reduce drop-off by keeping customers within a single, connected conversation rather than redirecting them elsewhere.
Automation paired with thoughtful customization allows support teams to resolve inquiries faster while maintaining a personal, brand-true experience.
As customer expectations continue to rise, manufacturers looking to modernize their digital engagement strategy need a partner who understands both the Salesforce platform and the nuances of brand-specific customization. GetOnCRM’s work with leading plumbing fixtures and bathroom solutions manufacturers demonstrates exactly that kind of expertise in action.
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