The challenge
Manual ways of using Salesforce was not only error-prone, it also led to high response time and operational inefficiencies for the client.
The client used SAP for its core operations challenges and Salesforce for its customer (dealer) relationship management. With dealers across the globe manually interacting with the client over the phone for orders, machine parts; claim warranties; commissions; etc., requests per day piled up to over 600, all to be fed manually into their Salesforce system for further processing. With the existing system therefore, not only were the dealers oblivious to the client’s shipments, they also could not provide a firm delivery date for their end-customers. The need was for a solution that could easily allow dealers to view their submitted requests from commissions, warranty, to claims, orders and more.
