Streamlined Customer Service by Implementing Multi-Pillar CRM Solution for a Leading Manufacturer
Industry:
Manufacturing
Region:
USA
Technology:
Salesforce Service Cloud, Experience Cloud, Data.com, RPA
The Business Challenge
The client is a leading manufacturer of material handling equipment in the United States. The client wanted to improve the turnaround time for customer service requests by streamlining its customer service portal.
The Solution
- Created SFDC as a one-stop solution for dealers and CSRs.
- Implemented partner communities to submit and track service requests.
- Implemented case management using the Service Cloud.
- Implemented customer community for tracking their orders, invoices, and cases.
- Integrated third-party dealer CRMs to Salesforce.
The Benefit
- Improved partner visibility and performance.
- Improved visibility for customers as they can access orders and invoices.
- Increased productivity between sales, marketing, and operations teams.
- Reports and dashboards provided data to different teams.
