Our client is a leading American corporation that designs, manufactures, and distributes engines, filtration, and power-generation products in approximately 190 countries.
The Challenge
The client was facing numerous challenges in their operations. One of the key issues was the absence of a centralized application source for dealers and distributors, resulting in inconsistent approaches to the 'Diagnosis and Repair' of engines. Additionally, the lack of automated system operations, real-time visibility, and necessary integrations with internal systems and applications posed significant hurdles. Moreover, the absence of features such as auto-renewals, proration, co-terming, single invoicing, and self-registrations presented major obstacles to the client's operations. These challenges had a considerable impact on their overall efficiency and workflow. Furthermore, the client encountered problems with inaccurate event reporting due to varying data versions and faced invoicing inaccuracies resulting from the lack of integration with back-office systems.
The Objective
The client was looking to maximize sales opportunities via a structured sales process and get a 360-degree view of the customer. They wanted to have centralized systems which would eliminate the delay in real-time access for warranty and claims. In totality, they were looking to collaborate with a partner who could help them transform their overall customer experience.
The Solution
HCLTech engaged in the customer journey to cloud transformation and is the sole partner that is helping build the CRM Solution on Salesforce. We helped evaluate Salesforce as the cloud platform by delivering several POT on Salesforce products and provided consultation on various architectural considerations like Salesforce organization strategy and Salesforce governance.
- Transformation using Salesforce Sales Cloud: By configuring and customizing Salesforce Sales Cloud for account, contact, opportunity, product and quote management, we achieved better outcomes and increased revenue. Integration with the Customer Data Hub and Quote application streamlined the process, allowing efficient retrieval of quote details.
- Enabling B2B eCommerce through Salesforce Commerce Cloud: We configured and customized a Salesforce Communities storefront, integrating with various backend systems to facilitate B2B and B2C purchases for distributors, dealers and fleets. Integration with tax compliance applications like Vertex and CyberSource payment gateway (Bank of America) ensured seamless transactions. Additionally, we tailored CloudCraze components to meet business needs, including catalog, promotions, products, subscriptions, orders, invoicing and quotes.
- Service Management Transformation: We architected and developed a cutting-edge service app on Salesforce to help service providers connect to engines and troubleshoot, reducing service time. Implementing Salesforce Community Cloud enabled dealers and distributors to access necessary resources. We designed and built integrations with telematics, engines, knowledgebases, warranty, compliance and other legacy systems. Additionally, we provided 16x5 global support to all distributors and dealers using the service application.
The Impact
HCLTech solutions helped client with a scalable architecture which transformed the customer experience and increased sales. A boost in working excellence was observed from ‘Salesforce CoE’. The responsive support resulted in a 15% reduction in service time. We also developed an intuitive mobile UX that drives better customer engagement and saw CSAT improvement from 40% to 80% through service transformation within a year.
