Optimizing Sales, Service, and Production for a Global Industrial Manufacturer

The Challenge

This industrial manufacturer faced a complex web of challenges stemming from disparate systems and manual processes. Their sales team struggled with lengthy, error-prone quoting procedures that often required multiple departmental approvals, delaying deal closures. Post-sales, their customer service and field service operations were disjointed, making it difficult to track service requests, manage warranties, and dispatch technicians efficiently. This lack of integration led to frustrated customers, inefficient resource allocation, and limited visibility into the complete customer lifecycle, impacting their competitive edge and profitability.

Our Solution

ExproSoftech collaborated with the industrial manufacturer to design and implement a holistic Salesforce solution, integrating sales, service, and aspects of their production workflow. Our strategy focused on automation, data centralization, and process optimization:

Sales Cloud & CPQ Implementation: We deployed Salesforce Sales Cloud as the core CRM, enhancing lead-to-opportunity management. Crucially, we integrated a robust CPQ (Configure, Price, Quote) solution, automating complex product configurations, pricing rules, and quote generation, including multi-tier approvals.
Service Cloud & Field Service Lightning (FSL) Integration: To transform their after-sales support, we implemented Salesforce Service Cloud for centralized case management. We then integrated Field Service Lightning (FSL) to optimize technician scheduling, dispatch, inventory management for parts, and real-time communication between field teams and the back office.
ERP Integration (Partial): We established key integrations with their existing ERP system to pull essential data like product availability and customer order history into Salesforce, providing sales and service teams with a unified view without needing to jump between systems.
Custom Dashboards & Reporting: We developed tailored dashboards and reports to provide real-time insights into sales pipeline, service request statuses, technician utilization, and customer satisfaction metrics.
User Training & Change Management: We conducted extensive training programs for sales, service, and field teams, coupled with a strong change management strategy to ensure smooth adoption and maximize system utilization.

Results & Impact

The comprehensive Salesforce implementation yielded significant improvements across the manufacturer's operations:
The CPQ solution drastically cut down the time required to create accurate and complex quotes, accelerating the sales cycle.
Sales teams could focus more on selling and less on administrative tasks, leading to higher win rates.
FSL enabled better scheduling, resource allocation, and access to necessary information for technicians, improving service efficiency.
Centralized case management and a 360-degree customer view empowered service agents to resolve issues faster.
Integrated data provided leadership with a holistic view of customer interactions, from initialsale to ongoing service, fostering better cross-departmental collaboration.