CUSTOMER SUCCESS STORY

ERP System Integration Enhances Customer Experience for Daikin

ERP system integration
Country

Australia

Industry

Manufacturing

Service offering

Implementation & Integration

Technology

Service Cloud, Experience Cloud, Service Max

Business Challenges

  • It was necessary to create a direct engagement channel with end consumers through ERP system integration.
  • Moreover, the aim was to enhance transparency and provide real-time updates on the consumer's buying journey. These updates were crucial for improving the 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

  • ERP system integration was pivotal in leveraging Salesforce Experience Cloud. This allowed us to launch 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.
  • Furthermore, our dealer portal empowers dealers to tailor orders, such as modifying product models or adding accessories. It also provides consumers with real-time updates and flexible cancellation options.
  • To enhance transaction experiences, we implemented SQUARE Readers for quick on-site payment processing.
  • In addition, we 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 were enabled.

Value Delivered

  • ERP system integration significantly boosted revenue by increasing lead-to-sale conversion rates and accelerating the Quote to Cash cycle.
  • Enhanced consumer experience with complete control and visibility throughout the buying journey.
  • Additionally, streamlined warranty claims led to quicker resolution and improved customer satisfaction.
  • Increased transparency and accountability in purchasing and fulfillment, building customer trust.
  • Real-time updates improved order tracking and management, optimizing operations.
  • Finally, ERP system integration enhanced operational efficiency by providing real-time insights into invoices and payment statuses.
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