A complete service delivery makeover for a fast-growing digital image and media processing services venture in Japan. This Salesforce-led transformation assignment focused on performance enhancement, order management, and customer experience excellence.
Business Goals
This Japanese media venture provides digital image and media processing solutions to multiple publishing, advertising, and e-commerce businesses. Its business operations are in India and Japan, and it serves businesses worldwide with its on-demand digital media services. Their existing fragmented systems are attributed to severe service delivery challenges like
- Poor visibility on workforce productivity across tasks and projects.
- Inefficient order management and invoice generation causing delays in billing and revenue collection.
- Sub-par customer experience due to obsolete integration mechanisms.
Solution
After a thorough analysis, we realized that the lack of a unified system was the major reason plaguing their service delivery operations, ultimately reducing revenue and customer experience. Our Salesforce expert teams developed a well-integrated project management and order management system, enabling the client to achieve seamless collaboration and regain control throughout the service delivery pipeline.
Key Highlights
- Dedicated performance management module with detailed analytics assessing key performance indicators (KPIs) for employees across the projects.
- Robust order tracking system that ensures accurate and real-time tracking of customer orders from initiation to delivery.
- Well-automated invoice generation process flows, assuring timely billing and revenue collection.
- Customized the Sales Cloud for domain-specific workflows to achieve a 360-degree view of customer interactions across all product lines.
- A large volume of repetitive manual tasks automated to improve operational efficiency and productivity.
Outcomes
- Enhanced employee performance across projects.
- Order management and invoice generation errors were significantly reduced.
- Remarkable gains in service delivery efficiency metrics.
- Improved customer Interaction and satisfaction.
Technologies Used: Sales Cloud, Service Cloud, Box.com, Node.js, D3js, Java and C++
