With tens of thousands of dealers and over 1,700 TyrePlus stores, managing this vast network efficiently is the core challenge driving our urgent digital transformation. Partnering with a deeply insightful local SaaS provider has been critical for building the resilience and agility we need.
Company Profile
Founded in 1889, Michelin is the world’s largest tire manufacturer with over 129,000 employees, 83 production sites across 26 countries, and a commercial presence in 177 countries. Michelin serves every segment of mobility — from passenger vehicles and commercial trucks to aviation, agriculture, and mining. Beyond tires, the company is also renowned for the Michelin Guide and its commitment to sustainable mobility innovation.
Industry
Manufacturing
Company Size
>129k
HQ Location
France
Business Challenge
1. Experience-Driven Visit Planning Limits Sales Efficiency
Michelin’s channel sales teams were relying almost entirely on personal experience and intuition to build their customer visit schedules. Without intelligent digital tools to surface high-priority accounts, optimize routes, or calibrate visit frequency, the planning process was slow, inconsistent, and heavily dependent on individual judgment. Coverage gaps were common, and the absence of a systematic approach meant that resource allocation was far from optimal.
2. Manual Reporting Creates Inaccurate and Incomplete Channel Data
Following every store visit, channel sales representatives were required to manually complete detailed visit records — a time-consuming process that frequently led to errors, omissions, and inconsistencies. The quality of data entering the system was heavily influenced by individual diligence, making it difficult for managers to gain reliable, real-time visibility into store performance and evolving customer needs. With tens of thousands of dealers and over 1,700 TyrePlus stores to manage, unreliable data posed a significant barrier to informed decision-making and effective channel strategy.
Neocrm Solution
1. AI-Driven Visit Planning and Intelligent Route Optimization
Neocrm’s NeoAI Sales Agent transformed how Michelin’s channel teams plan their workdays. By analyzing multi-dimensional customer data — including territory assignment, customer priority tiers, visit history, and coverage gaps — the agent intelligently recommends which customers to visit, in what order, and with what content. Route optimization is automated and completed in minutes, replacing what was previously a slow, manual exercise. Sales representatives can review and fine-tune the AI-generated plan with a single click, then head into the field fully prepared.
2. Automated Visit Capture and AI-Powered Record Generation
During store visits, sales representatives simply record their conversations. NeoAI Agent takes care of the rest: it automatically transcribes the recording, analyzes it against Michelin’s predefined data dimensions, and generates structured, standardized visit records — which are then written directly back into the CRM system without any manual input.
Result
Since deploying Neocrm NeoAI Agent, Michelin has experienced a measurable and lasting transformation in how its channel sales teams operate. The shift from experience-driven guesswork to AI-powered precision has elevated the entire visit planning process. NeoAI visit plan recommendations have achieved a 100% adoption rate among Michelin’s 750+ active users, while AI-suggested visit content has reached a 75% adoption rate across more than 5,000 recorded samples. These figures reflect not just the power of the technology, but the genuine trust that Michelin’s sales teams have placed in it as a daily working tool.
The impact on data quality has been equally significant. By replacing manual post-visit reporting with AI-automated capture and analysis, Michelin has eliminated a chronic source of data inaccuracies. Managers now have real-time, reliable visibility into store-level performance and customer dynamics across tens of thousands of dealers and over 1,700 TyrePlus locations — enabling faster, more confident decisions on channel strategy, resource deployment, and customer prioritization.
Beyond the metrics, perhaps the most compelling proof of impact comes directly from the people leading Michelin’s digital transformation.
