Salesforce implementation for a supply chain services provider
 

Customer Background

Our client is a leading global supply chain and logistics solutions company. With a huge global network, the firm is an expert in electronic components distribution, supply chain optimization, and end-to-end logistics solutions. The company operates in various regions and deals with a wide range of customers. They ensure smooth procurement, inventory management, and delivery operations.

  • Industry

    Supply chain

  • Technologies / Platforms / Frameworks

    Power BI, Salesforce Sales Cloud, Salesforce Service Cloud

Challenges

The company faced challenges with their fragmented systems and manual processes. This resulted in inefficient customer service and sales operations. Moreover, consolidating multiple Salesforce tools with external systems was a daunting task. The major challenges were:

  • Siloed sales and customer data: Sales and service teams had no single customer view across all platforms.
  • Manual and inefficient processes: All of opportunity tracking, reporting, and lead management were inefficient and time-consuming.
  • Advanced integrations: The company needed smooth integration of Salesforce, SAP, and marketing automation software.
  • Restricted visibility in sales and service: Decision-makers struggled to access up-to-date information on pipelines, forecasts, and customer cases.
  • Inefficient customer support: Lack of automated processes made it difficult to close cases and affected customer satisfaction.

Solutions

To address these challenges, we implemented a scalable, integrated Salesforce solutions tailored to the company’s global sales and service operations. Our approach centered on automation, data unification, and improved visibility. Our experts aimed to ensure that sales and service teams could operate efficiently while decision-makers had real-time insights.

Salesforce Sales Cloud implementation

  • Implemented lead and opportunity management with a structured conversion and disqualification process.
  • Integrated Salesforce with SAP and Marketo for real-time data synchronization of accounts, contacts, and opportunities.
  • Designed custom reports and Power BI dashboards for improved sales pipeline visibility.
  • Established REST API-based connections between multiple Salesforce orgs to enhance data flow.
  • Automated deployments using Copado, ensuring smooth system updates and scalability.

Salesforce Service Cloud implementation

  • Implemented omnichannel case management, enabling customer interactions through email, chat, and self-service portals.
  • Developed a knowledge base and self-service portal to improve issue resolution.
  • Integrated Adobe Acrobat Sign for secure digital agreement processing.
  • Automated case management and customer engagement workflows to enhance customer service efficiency.
  • Enabled live chat functionality, improving real-time customer support.

Benefits

  • Automated processes and integrations enhance productivity.
  • Real-time reports and dashboards offer actionable insights.
  • Connect Salesforce to SAP, marketing platforms, and third-party apps.
  • More efficient case resolution and self-service enhance customer experience.
  • The solution enables the company to scale operations effectively and respond to evolving business requirements.

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