Salesforce Service Cloud, Experience Cloud,, 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.

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