Improved Brand Consistency and User Experience with Minimal Development Effort using Salesforce Manufacturing Cloud

A renowned manufacturing company in the US wanted to simplify and improve their operational processes. Data duplication, multiple ticketing systems, disparate sales and after-sales portals complicated the workflows, hindering process scalability.

• Data Duplication: The client used a single Account object for both customer billing and shipping information, which led to data duplication, complex logic, and limited scalability. Onboarding large customers with multiple delivery sites became a cumbersome process
• Fragmented Ticketing Systems: Delay in addressing service requests and issues raised from multiple ticketing tools by customers, dealers, and internal users. The client needed a centralized ticketing tool for better coordination with several departments within the organization and to support complex workflows
• Separate Portals for Sales and After-Sales Teams: This caused higher maintenance overhead, inconsistent user experience, and fragmented access and branding
• Over-reliance on Apex: The existing solution used Apex classes and triggers heavily, which made the future development effort difficult and also demanded a highly skilled workforce

• Data Segregation
• Unified Portal
• Centralized Case Management
• Automation with Flow Builder

• The client could onboard big customers having multiple delivery sites. This improved data accuracy, reporting, and analytics on billing vs shipping locations and reduced complexity in the automation and validation rules
• Case Management is a robust and scalable tool to handle customer support, issue resolution, and service requests promptly. This substantially improved customer experience and operational efficiency
• The single unified portal improved Brand consistency and user adoption
• Reduced overall development effort using Flows and simplified ongoing updates