Our client is a global leader in consumer goods, offering a wide range of products in food, beverages, personal care and household items. Operating in multiple countries, they are dedicated to delivering high-quality products and exceptional customer experiences. To maintain operational excellence and meet diverse consumer needs, they partnered with HCLTech. Through a comprehensive suite of solutions, the client could address significant challenges in their product information management systems that were hindering their ability to provide precise and timely information to both customers and internal stakeholders.
The Challenge
Siloed systems impact efficiency
The client's goal was to enhance their customer engagement process and improve operational efficiency, but they were facing significant obstacles.
- They saw a very high rate of customer friction and were in need of a no-wait engagement experience for the long term
- Their multiple systems were not working in sync, leading to frequent errors due to manual entry needed to load massive amounts of data into their existing CRM, impacting their business efficiency and customer experience
The Objective
Achieve seamless data integration and automation
The client sought an experienced partner capable of:
- Minimizing the time and workforce required to deliver up-to-date and precise product information
- Establishing AI-powered search and additional high-value features using a Salesforce-compatible master data model
- Ensuring no additional peripherals were included
- Enabling instant collaboration among internal users for managing cases
The Solution
Integrated systems for automated precision
HCLTech’s team of experts laid out a comprehensive plan to help our client reach their goals faster. The plan:
- Validated solution with expertise from a Pimly co-founder familiar with Salesforce
- Boosted transaction conversion rates by enhancing customer interaction through automation
- Streamlined product master data sync from Salsify to Pimly to Salesforce using Pimly Salesforce App Exchange product
- Implemented rich user interfaces for agents to validate product details
- Resolved data integration issues
The Impact
Transformed customer interaction and data management
Our solution enabled our client to drive significant impact across their operations via:
- Streamlined information to several databases, removing manual update processes
- Used by the client's Global Quality Team for aligning plant codes, complaint documentation and data transmission
- Validated solution for future replication across other consumer goods companies
- The new system was compatible with loading multiple instances
- Reduced manual effort of data entry through Salesforce
- Achieved automatic data loading in Salesforce from an external system by a nightly scheduled job
- Provided rich user experience to end users and business
Our collaboration with the client helped them resolve immediate challenges and lay the groundwork for future innovations. As we continue to refine and enhance our offerings, we envision a future where seamless data integration and automated processes become the standard, driving progress and efficiency across industries.
