Our client is a leading American corporation that designs, manufactures and distributes engines, filtration systems and power-generation products in approximately 190 countries.
The Challenge
Addressing operational hurdles for a streamlined workflow
Our client was facing numerous challenges in their operations:
- A pivotal issue was the absence of a centralized application source for dealers and distributors, leading to inconsistent approaches in the diagnosis and repair of engines
- Automated system operations and real-time visibility were lacking, along with necessary integrations with internal systems and applications, creating significant hurdles
- Essential features such as auto-renewals, proration, co-terming, single invoicing and self-registrations were noticeably absent, posing major obstacles to our client's operations
- These challenges had a considerable impact on overall efficiency and workflow
- Furthermore, inaccurate event reporting and invoicing discrepancies arose due to varying data versions and the absence of integration with back-office systems
The Objective
A journey to maximize sales opportunities and centralize systems
Our client was set to maximize sales opportunities via a structured sales process and get a 360-degree view of the customer. They wanted to have centralized systems that would eliminate the delay in real-time access for warranty and claims. Overall, they were looking to collaborate with a partner who could help them transform their overall customer experience.
The Solution
Pioneering cloud transformation and service excellence with Salesforce
HCLTech engaged in the customer journey to cloud transformation and is the sole partner helping build the CRM solution on Salesforce. We helped evaluate Salesforce as the cloud platform by delivering several percentage of total (POT) on Salesforce products and provided consultation on various architectural considerations like Salesforce organization strategy and Salesforce governance.
Transformation using Salesforce Sales Cloud: Better outcome, more revenue
- Configure and customize Salesforce Sales Cloud functionality, which includes account and contact management, opportunity management, products and quote management
- Integration with Customer Data Hub and Quote application to fetch quote details
Enabling B2B eCommerce through Salesforce Commerce Cloud
- Configure and customize the storefront built on Salesforce communities and integrating with several backend systems enabling the B2B and B2C purchase for distributors, dealers and fleets for the subscription-based online products
- Integration with Tax Compliance Applications like Vertex and CyberSource payment gateway (Bank of America)
- Configure and customize the CloudCraze components to align with business needs including Catalog, Promotions, Products, Subscriptions, Order, Invoicing and Quotes
Service management transformation
- Architect design development of state-of-the-art service app on Salesforce helping service providers connect to engines and troubleshoot, thus reducing service time
- Community Cloud implementation of Salesforce customer community for access of dealers and distributors
- Integrations recommend, design and build new/change existing interfaces with telematics, engines (via USB mobile), knowledgebase, warranty and compliance with other legacy systems
- Global support: Provide 16 X 5 support to all distributors and dealers that use the service application
The Impact
Unlocking excellence with Salesforce solutions and service transformation
HCLTech’s solutions helped our client with a scalable architecture that 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.
