Order Process Modernization for a Communications Services Company
The Client
Our client is a communications and monitoring solutions firm that specializes in providing comprehensive electronic monitoring solutions to over 700 law enforcement and community corrections agencies in 43 states and the District of Columbia. They are one of the largest providers of active GPS-based offender monitoring hardware and software solutions in the United States
CLIENT PROFILE
EMPLOYEES: 1,000+
INDUSTRY: Electronic Monitoring
HEADQUARTERS: Texas
FOUNDED: 1986
Primary Issues and Objectives
The client had implemented a Salesforce community portal in 2019 for order intake. The gaps in the current solution were causing inefficiencies and poor customer experience. The current system had the following key issues:
Lack of order visibility internally and to the customers
Unable to limit orders based on contractual authorization
Lack of inventory management control
Unable to manage excessive orders
Continuous order inaccuracy
Lack of communication for order changes
From this, we were able to come up with four main objectives to modernize the order process and resolve the above issues. The primary objectives for this project were to:
Optimize the current order process to reduce steps internally to improve customer experience
Drive self-service adoption through Salesforce.com Customer Portal
Automate order process to minimize human interventions and reduce order inaccuracy
Build a sustainable and supportive ordering process between Service and Community Cloud
The Smartbridge Solution
Smartbridge designed and developed a modern customer portal using Community Cloud. The backend approval processes have been redesigned and several email notifications have been introduced to improve end-user communication. Also, real-time integration has been implemented to synchronize orders with the backend ERP system to avoid duplicate data entry for the order fulfillment team.
Success Through Modernization
“It’s been a pleasure working with Smartbridge team. The team has shown professionalism, commitment, and flexibility to meet business needs throughout the project from start to end. The implemented solutions / deliverables were met per requirements. All the support team, developers, admins were very responsive when it comes to resolving issues.
Highly recommended partners”
— Client
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