Top equipment manufacturer automates their dealer services for increased customer satisfaction
Headquartered in the US, the client is one of the world’s top ten leaders in the manufacturing and construction industry, with operations across the United States, Canada and Mexico.
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.
YASH team analyzed the existing business functionality of the client and architected an ‘API’ based solution to be hosted over AWS cloud for high availability. The team designed a front end ‘Dealer portal’ for all the dealer needs and was the primary interface for all their requests, and was also tightly integrated with Salesforce and SAP via middleware – WSO2. The portal was also integrated with 3rd party logistics provider systems to track client shipments to dealers, and provided detailed analytics dashboards for every individual dealer.
Creating a single dealer portal for all requests helped the dealers and their end-users monitor the usage statistics and location tracking of the machines in real-time. With automation, requests were also processed significantly faster than earlier. Real-Time sync allowed the dealers to quickly track client shipments and delivery dates with ease, all while improving the response times & eliminated ambiguity.