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Salesforce Implementation for a Logistics Company

About The Company:

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.

Customer Challenges:

Expanding its customer base let them face many challenges, including:

  • Lack of Centralized Data: The client needed more cohesive data across various departments, making it challenging to get a comprehensive view of customer interactions and preferences.
  • Inefficient Customer Service: Customer service and sales were less responsive than desired, and common customer queries and issues took too much time to resolve.
  • Lengthy Sales Cycles: The sales cycle was extended due to a lack of visibility and intelligence in the process, affecting the company's efficiency and responsiveness to customer needs.

Solution:

After detailed observations, we decided to deploy Salesforce to address these challenges. The following Salesforce solutions were leveraged to achieve these goals:

  • Streamlined Shipping Experience: The entire shipping experience, from quoting and booking to shipment, tracking, and fulfillment, was streamlined. Salesforce Marketing Cloud was used to attract, recruit, and retain shippers. Real-time price updates and immediate responses to inquiries were made possible through Sales Cloud and Service Cloud.
  • Improved Customer Service: With Service Cloud and Einstein, the company was able to professionalize and digitize its customer service operations. Common customer queries and problems were efficiently addressed, allowing the team to focus on improving and eliminating recurring issues.
  • Enhanced Sales Operations: Salesforce's Sales Cloud was utilized to capture every customer contact, account plan, and new opportunity. This resulted in greater visibility and intelligence, which, in turn, reduced the length of the sales cycle.

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.

Results:

  • Centralized Data: The company achieved a unified view of its sales, customer service, and marketing activities, enabling it to tap into valuable insights and synchronize its operations more effectively.
  • Efficient Customer Service: Service Cloud and Einstein improved the responsiveness and efficiency of customer service operations. Common customer queries were resolved more swiftly.
  • Shortened Sales Cycle: The company experienced a shortened sales cycle due to greater visibility and intelligence in sales operations, resulting in increased efficiency.

Technology and Tools Used:

Salesforce Sales Cloud, Marketing Cloud, Service Cloud, Einstein AI, Sand Box

Final Words: 

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.

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