A leading global fire safety and equipment manufacturer faced significant challenges with outdated systems, complex data integration and limited operational visibility, impacting growth and efficiency. To address these issues, HCLTech modernized their technology infrastructure by deploying Salesforce solutions and integrating with Oracle Fusion, leading to improved operational efficiency and enhanced customer experience. The transformation resulted in a unified platform, reduced redundant data, and boosted service delivery performance.
The Challenge
Responding to dynamic business demands
The client faced several challenges that hindered its ability to achieve their goals, including:
- The use of outdated systems reduced operational responsiveness and efficiency, which raised maintenance expenses and also hampered creativity, which made it difficult to adjust to the demands
- It was difficult to integrate data from many sources, which made analysis and processing more difficult. Decision-making procedures were impacted by the delays and mistakes that frequently followed from this complexity.
- Keeping track of real-time insights made it difficult to monitor operational performance and customer engagement
- With the company’s expansion, legacy systems struggled to scale with the business and this made it difficult to pursue new markets and initiatives effectively
The Objective
Ensuring peak performance and flexibility
The primary objective of this transformation project was to:
- Upgrade the technology, streamline operations and align the systems with current business needs
- Increase productivity and reduce redundancies with new processes, allowing to focus on strategic initiatives
- Enable personalized services with advanced tools to significantly boost customer satisfaction and loyalty
- Facilitate scaling of operations and effective entry into new markets with modernized systems
The Solution
A change in approach to maximize effectiveness
To address the challenges that the client was facing, we implemented a comprehensive transformation solution by deploying and integrating multiple advanced platforms to streamline business processes. Key initiatives included:
- Implementing Salesforce Sales Cloud and Pardot to enhance sales and marketing alignment. B2B Commerce Cloud was also deployed to streamline online transactions and improve customer engagement.
- Leveraging MuleSoft to seamlessly integrate Salesforce with Oracle Fusion applications which improved data flow and operational efficiency across platforms
- Executing data migration from the legacy BAN (Billing Account Number) application to Salesforce and Oracle Fusion with Informatica Cloud, which will ensure accurate and efficient transfer of critical business data
- Transforming service and field operations by implementing ServiceMax alongside Oracle ERP systems. With the help of this integration, we could see improvement in service delivery and in overall operational effectiveness.
- Providing support during the demerger by developing separate applications for the business which ensured operational continuity and tailored solutions for the newly formed entity
- Streamlining the processes and enhancing collaboration across departments with the help of a single platform that integrated sales, commerce, CPQ (Configure, Price, Quote) and service functionalities
The Impact
An improved experience because of the transformative shift
- Successfully eliminated 15% of redundant data across various systems, optimizing data management to improved overall efficiency and reduced the potential for errors
- Implemented various capabilities to support multiple legal entities and business units within the platform
- Enhanced the performance of the service delivery team by streamlining processes and providing better tools
