Lack of proper case management system: The Canada based FMCG Company was facing issues in proper service management system. Client was not able to resolve customer issues on time by violating SLA that ended up in receiving bad remarks.
Forecasting was a pain point & Leadership could not track KPIs: The Canada based FMCG Company has business all over the world. They were not able to manage territories, multi currencies and hence could not handle forecasting accurately. This gave wrong assessment about future business.
Field Service Management: Field agents were not able to track the work location, their assignments and warranty terms of products etc. Everything was tracked manually.
Case Management Execution: Team built an end-to-end Salesforce Service Cloud implementation
with Einstein chatbots, email to case, web to case, live agent etc. Customer 360 was enabled so that everything about customer can be accessed easily. For case SLA management, entitlements and milestones are incorporated in solution. Also, enabling knowledge management helped customer to identify certain issues by themselves.
Forecasting Solution: Team enabled Salesforce feature - territory management along with multi-currency. For forecasting, we built a custom forecasting screen with LWC at front end and apex code at the back end. The roll up at manager level, currency conversion, multi filter features were all part of the final solution.
Field Service Management: We have used Salesforce product called, field service lightning app exchange solution to enable work order, work order line item, scheduling, dispatching, products availability & skills for proper FSL implementation. Also, SAP to Salesforce integration
also be added to get work orders from SAP to Salesforce.
All the above-mentioned tasks, as well as suggestions, have provided remarkable benefits to FMCG Company as under.
- FMCG Company's customer satisfaction score in NPS survey has increased to 92%
- Forecasting gave high level visibility and CFO was able to view and predict future business successfully
- Field Service solution has increased the effectiveness of field agents and helped them to get better productivity
In addition to them, there are several additional advantages FMCG company got with our assistance.