Salesforce Case Study

Experience Cloud and Service Cloud for Order Process Modernization with a Manufacturing Company

Salesforce Experience Cloud allows organizations to create and manage personalized, branded online experiences for their customers, partners, and employees. These experiences can take the form of websites, portals, forums, and mobile apps, all integrated with the Salesforce ecosystem. In this case study, Experience Cloud was combined with Service Cloud to streamline customer returns and inventory visibility.

Client Overview

Our client is an electronic monitoring product manufacturer 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: Manufacturing
FOUNDED: 1986
 

Primary Issues and Objectives

Prior to adopting Salesforce Experience Cloud (what was formerly known as Community Cloud), 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 many challenges in multiple areas.

Order Intake

  • Lack of order visibility internally and to the customers​

  • Unable to limit product selection based on contractual authorization

  • Lack of communication for order changes

  • Unable to meet order fulfillment SLA

Product Returns

  • Manual process of shipping label generation

  • Redundant data entry for the receiving team

  • No inventory visibility in the return process

  • SLA non-compliance for investigation returns

Salesforce Consulting Partner

Consulting Partner

Salesforce Managed Services Provider

Managed Services Provider

Salesforce Experience Cloud Professional Services

During the discovery phase of the project, a Smartbridge team interviewed stakeholders to understand the current challenges in detail and helped the client define objectives and scope for a two-phased modernization project.

Phase 1

  • Drive self-service adoption through a Salesforce customer portal using Experience Cloud

  • Automate order process to minimize human intervention and optimize the process

Phase 2

  • Eliminate paper and improve the turnaround time in the returns process

  • Improve the inventory data visibility and product status

  • Avoid duplicate data entry

The Smartbridge Solution

Smartbridge designed and developed a modern order processing solution using the combination of Salesforce Experience Cloud and Service Cloud.

Additionally, custom development capabilities of the Salesforce platform were leveraged as needed to implement an intuitive user interface for the end-users to easily view the product catalog, create a new order, return a product, or request investigation.

The client’s internal processes have been significantly improved by implementing an intelligent order approval process, branded email notifications, and integration with other enterprise systems to avoid duplicate data entry. The Smartbridge team used MuleSoft processes to implement multiple system integrations.

Clouds & Platforms Used in this Project
Salesforce Experience Cloud Case Study
Salesforce Service Cloud Case Study
Salesforce MuleSoft Case Study

Success Through  Modernization with Experience Cloud & Service Cloud

The project resulted in multiple benefits for the client.

  • Significant improvement in SLA compliance for order fulfillment

  • Improved customer retention due to better order fulfillment experience

  • 50% reduction in the process steps for order returns

  • Reduced inventory costs due to faster refurbishment of returned devices

  • Phase 1 project has resulted in 100% return on investment within the first year

Smartbridge provided their professional Salesforce expertise to help understand and address pain points with our order intake and returns process. The team was very knowledgeable, collaborative, and responsive throughout our projects, which were completed on time and under budget. Their proficiency in integrating Salesforce with other core business systems and custom solutions is exceptional.

– the client

Considering Experience Cloud for yourself? Explore what Experience Cloud can do for your customer or employee portals, forums and mobile apps. Then contact us for a no-obligation call with a Senior Manager or Director and skip sales!

Keep Reading: Experience Cloud – Why do you need it?

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