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CUSTOMER SUCCESS STORY

Transform Customer Engagement and Efficiency with Salesforce ERP Integration

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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.
  • Consumers after selecting products on the existing mobile app, can now review an auto-generated online Quote on the portal and place an Order by making a partial Payment.
  • Payments were facilitated through integrating an AppExchange connector to a payment gateway.
  • 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.
  • Multiple installed products can be added within a reported unit with dynamic association of end user details, product information and critical warranty details (product location, service details, and attachments) for a comprehensive view of warranty claims.
  • The Review & Submit feature consolidates warranty claim details for transparent & streamlined approval process.

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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