Case study_Sases Force_manufacturing company

1. Saxon Global Case Study
MANUFACTURING
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About the Customer
A US based leading manufacturer of Auxiliary
Power Units (APU)
Saxon Global Solution
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
Approvals
Enhanced business logic and information transition using
Service Cloud Objects
Well-designed custom objects as applicable
High productivity user interfaces using custom Visual-force
Pages
Migration of data (75K total records) from old system to new
system
Seamless cutover from previous system to the new system
Business Situation & Challenges
Customer Benefit
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
Technology Platform
Salesforce.com Service Cloud APEX
Visual-Force Pages
Custom Controllers
SalesForce.com Web Services
Data-Loader
JQuery and JavaScript
Triggers
Best Practices
Leveraged standard features of Salesforce Service Cloud
Cases for Customer Incident Reports
Assets for Product SKUs sold to Customers
Separated master information sources
(Service Repair Tracking and Repair Codes)
from their instances
www.saxonglobal.com
35% reduction in time
for the customer serivce process
Optimized and automated Customer
Service Process
Enhanced experience for the Customer
Service Reps
Automated information flow and
increased throughput in Service
Ready for future growth in
Warranty Process