Case study_Sases Force_manufacturing company
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Transcript of Case study_Sases Force_manufacturing company
The solution optimized the warranty process using the powerful features of the SFDC Service Cloud – Case assignments, work-flows and automated information lookup.
Automated Process flow using SFDC Triggers, Workflows and ApprovalsEnhanced business logic and information transition using Service Cloud ObjectsWell-designed custom objects as applicableHigh productivity user interfaces using custom Visual-force PagesMigration of data (75K total records) from old system to new systemSeamless cutover from previous system to the new system
Business Situation & Challenges
Customer Benefit
Saxon Global Solution
Saxon Global Case Study
About the Customer
A US based leading manufacturer of Auxiliary Power Units (APU)
MANUFACTURINGMANUFACTURING35% reduction in time for the customer service process35% reduction in time for the customer service process
Technology PlatformSalesforce.com Service Cloud APEX
Visual-Force Pages
Custom Controllers
SalesForce.com Web Services
JQuery and JavaScript
Triggers
Data-Loader
www.saxonglobal.com
The Customer Service Representatives (CSRs) were using Salesforce.com (SFDC) for the Warrant and Claims Process and to manage the Customer Incident Reports (CIR). The existing solution was a custom implementation with no leverage of the SFDC Service Cloud features. CSRs faced lot of productivity and process challenges in the system such as: No automated way for a customer to enter and complete a CIR Account and Contact Information had to be manually entered at multiple places Repair codes could not be searched causing productivity delays for CSRs Manual intervention in various steps as part of the business process Resolution and resolution time was not tracked Emails were sent manually
Best PracticesLeveraged standard features of Salesforce Service CloudCases for Customer Incident ReportsAssets for Product SKUs sold to CustomersSeparated master information sources(Service Repair Tracking and Repair Codes)from their instances
Optimized and automated CustomerService ProcessEnhanced experience for the CustomerService RepsAutomated information flow andincreased throughput in ServiceReady for future growth inWarranty Process
35% reduction in timefor the customer serivce process