Streamlined Customer Service by Implementing Multi-Pillar CRM Solution for a Leading Manufacturer

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.

• 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.

• 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.