A full-scale digitalization of business processes implemented for a global leader in home textile manufacturing and export. With a suite of Salesforce Cloud solutions, we enabled them to unlock more efficiency and productivity in sales, marketing, inventory management, and customer service.
Business Goals
This home textile manufacturer houses seven individual brands, and exports a wide range of products to its customers in 50+ countries. While its product categories and global footprint are expanding rapidly, its existing business process systems and methodologies were insufficient to drive growth and efficiency, resulting in challenges.
- Poor visibility into the progress and outcomes of sales and marketing activities.
- Inadequate customer service management systems leading to sub-par customer experience.
- Inefficient data management and security systems sabotaging compliance benchmarks.
- Fragmented inventory and quoting systems holding back delivery efficiency and performance.
- The absence of robust reporting systems hindering timely and efficient decision-making.
Solution
We developed a deep understanding of this home textile major’s business process workflows and analyzed how existing legacy systems are wired to serve their business goals. The existing systems and technologies seemed inconsistent and ineffective for their business roadmap owing to inherited technological limitations, integration constraints, and feebly architected automation strategies. Our salesforce expert teams devised a full-scale system modernization for this client using multiple Salesforce Cloud applications, SAP, and custom web applications.
Key Highlights
- Architected and customized Salesforce CRM platform for centralized information, enhanced collaboration, and effective customer interactions.
- Optimized sales pipeline management with Sales cloud implementation, enabling the sales team to pursue leads and turn conversions productively.
- Increased delivery performance and supply chain visibility by integrating SAP with Salesforce, seamlessly synchronizing inventory data, including stock availability, order status, and more.
- Streamlined and automated workflows with Service Cloud to standardize order processing mechanisms and integrated them with SAP to ensure accuracy and consistency in order management.
- Introduced a comprehensive reporting and analytics suite providing actionable insights into sales performance and customer trends.
- Achieved global compliance with stringent salesforce data control configurations, ensuring secure customer and partner information handling.
Outcomes
- Significantly increased the visibility of sales and marketing activities.
- Prominent improvement in end-to-end service delivery performance.
- Enhanced order handling and management capabilities.
- Enabled efficient decision-making with insight-rich analytics and dashboards.
Technologies Used: Sales Cloud, Service Cloud, Salesforce One, .NET, SAP, CPQ
