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

Smartbridge has an expertise in a variety of Salesforce services

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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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