Our client is a highly professional logistics service provider with extensive experience in supply chain management, covering a wide range of industries, including Garments and textiles, Electronics, Pharma, Automobile, Engineering, FMCG, Food and beverage, Chemicals, and more. Their global network extends across Asia-Pacific, the Middle East, Europe, Scandinavia, the United States, Central and South America, Africa, Canada, and the Far East. The company offers a unique blend of road, rail, and maritime transport services, catering to the collection and delivery of cargo beyond load or discharge ports. Their goal was to help customers, both large and small, manage global supply chains more efficiently and with greater agility. They aimed to transform their business to revolve around customer needs, providing a more personalized experience.
Expanding its customer base let them face many challenges, including:
After detailed observations, we decided to deploy Salesforce to address these challenges. The following Salesforce solutions were leveraged to achieve these goals:
The implementation steps we took were :
Salesforce Sales Cloud Implementation: To successfully implement Salesforce sales cloud, we started by adding users and assigning appropriate permissions, ensuring data matches and access rights are in place. Fine-tuned Salesforce sales cloud features to fit the client's organization's structure, customized fields, objects, tabs, and records, and imported existing data using tools like the Data Import Wizard. Then, we set up basic reporting and automation for record approvals and notifications, generated analytics, and implemented validations. Finally, we developed a rollout strategy for user adoption, and after implementation, we provided user training as well.
The integration of Einstein Analytics and Service Cloud: We initiated the integration of Einstein Analytics by accessing the Einstein studio dashboard and connecting it with Salesforce Service Cloud through a series of steps. After clicking on the 'app launcher,' a pop-up appeared, leading us to 'analytics studio' in a new tab. Within this tab, we accessed 'data manager' and further selected the 'connect' option from the left menu, successfully establishing the integration by granting necessary permissions. We then utilized Einstein Article Recommendations and created an AI model in three simple steps based on past cases, allowing the system to suggest knowledge articles for resolving new cases by learning from previous agent-assisted cases.
Similar process was followed for the implementation of other Salesforce products ( Marketing Cloud, Experience Cloud ) as well.
Salesforce Sales Cloud, Marketing Cloud, Service Cloud, Einstein AI, Sand Box
The deployment of Salesforce has revolutionized the way our client engages with customers, transforming their business model to revolve around customer needs rather than their assets. CloudCache Consulting centralized its sales, customer service, and marketing activities using the Salesforce Professional Resources library, enabling them to unlock valuable insights, improve efficiency, and achieve greater synchronicity across their organization. Salesforce's suite of solutions has not only streamlined their shipping processes but also allowed them to respond rapidly to customer inquiries, making real-time updates and improving their overall customer service experience. Read our customer reviews in Upwork to see how CloudCache Consulting can be a game-changer assistance for logistics companies seeking to enhance their operations and customer relationships.