Daikin Transforms Customer Experience with Unified Payment and ERP Systems

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Service offering

Implementation & Enhancement


Service Cloud, Experience Cloud, Service Max, Integration

About the Company

Daikin is a leading innovator and provider of advanced, high-quality air conditioning solutions for residential, commercial, and industrial units globally with a strong presence in Australia and New Zealand. With more than 5 decades of history in the ANZ region, the company is hailed for its innovative technologies in the Heating, Ventilation & Air conditioning (HVAC) industry.

In a strategic move to redefine the consumer experience within the HVAC industry, Daikin has a transformative approach that places direct control and visibility of the consumer buying journey at the forefront. This innovative initiative has revolutionized the way consumers interact with Daikin’s products and services, offering a seamless and transparent purchasing process from start to finish

Business Challenges

  • A direct engagement channel was required with end consumers, providing control over all aspects of the purchasing and post-sale process, while still utilizing dealers for fulfillment and installation.
  • They sought complete visibility and control over the entire consumer journey, enabling them to enhance dealer accountability through improved engagement.
  • Aim was to enhance transparency and provide real-time updates on the consumer's buying journey to improve customer experience.
  • Significant challenges were identified in processing warranty claims, especially in verifying invoice numbers against existing records.
  • Manual entry of payment details into their CRM/SAP systems was causing delays and errors, adversely affecting the efficiency of payment recording and reconciliation processes.

Solution Details

  • Leveraging Salesforce Experience Cloud, we have launched a dynamic consumer portal that enhances connectivity and integrates key stakeholders, boosting both customer engagement and operational efficiency.
  • The portal enabled mobile product selection, automated quoting, and partial payment orders through integrated payment gateways.
  • Utilized Salesforce CRM to streamline order processing by automatically assigning orders to the nearest dealer for fulfillment.
  • Our dealer portal empowers dealers to tailor orders like modifying product models or adding accessories while providing consumers with real-time updates and flexible cancellation options.
  • Implemented SQUARE Readers for quick on-site payment processing and enhanced transaction experiences.
  • Integrated payment synchronization between Square, Salesforce, and SAP for efficient management.
  • Streamlined warranty claims with pre-approved expenses and multi-product additions for transparent processing.

Value Delivered

  • Boosted revenue with increased lead-to-sale conversion rates and a faster Quote to Cash cycle.
  • Enhanced consumer experience with complete control and visibility throughout the buying journey.
  • Streamlined warranty claims for quicker resolution and improved customer satisfaction.
  • Increased transparency and accountability in purchasing and fulfillment, building customer trust.
  • Improved order tracking and management with real-time updates, optimizing operations.
  • Enhanced operational efficiency with real-time insights into invoices and payment statuses.
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Customer Satisfaction


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