Following are the challenges which they were facing:
- Managing the new leads generation: One of the significant challenges which they faced was while capturing the leads from various sources such as Offline (Store), On-call, SMS, and Website. The leads were managed manually on different platforms, so managing them was a critical task.
- Personalized outreach with automation was missing: Customer outreach is one of the significant requirements for any business. They did not have any feature to reach the customer via personalized emails & messages. As the leads were managed manually, custom outreach was challenging & time-consuming.
- Managing Critical customer information: Critical customer information is locked within different systems like ERP and POS, including order history, contracts, payment history, and more. It became very challenging for them to manage the critical information on different systems.
- Moving data from one platform to another: Multiple blockers were faced while moving data from one platform to another. The format of the data is different on every platform. So managing the data transfer was a blocker & loss of data was also affecting the business.
- Siloed data prevents comprehensive reporting and forecasting: Getting and storing the data from various sources makes it difficult to generate accurate reports and forecasts.
- Only the desktop version is available: To reach a larger audience & expand the business horizon, our client wanted a mobile version along with the desktop version.
- Custom views: All the order history, payment history & detailed products were stored and managed on different platforms, so creating the custom view or following a specific format was very difficult as each platform provides the data in different formats.
- Lower sales productivity: Sales reps were not receiving real-time customer data and could not access them all simultaneously, so it was difficult to close more deals to expand the business.
We implemented the following solution to overcome the above challenges for our client
- Back Office Integration with Salesforce using Mulesoft: We integrated the back office with the Sales Cloud using Mulesoft. Now we can capture all the data from various sources in the Sales cloud through mulesoft.