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Salesforce Customization for Enhanced Customer Service and Contract Management in Heating Systems Manufacturing
  1. case
  2. Salesforce Customization for Enhanced Customer Service and Contract Management in Heating Systems Manufacturing

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Salesforce Customization for Enhanced Customer Service and Contract Management in Heating Systems Manufacturing

senlainc.com
Manufacturing
Consumer products & services

Evolving Customer Preferences and Inefficient Operational Processes

The manufacturer faced challenges in meeting growing demand for personalized thermal comfort systems and post-installation support. Existing manual contract creation processes caused errors and delays, customer support request handling was inefficient, warranty management lacked integration with field operations, and field technicians lacked digital tools to deliver modern service standards.

About the Client

A future-focused heating, cooling, and air-conditioning products manufacturer operating in 20+ countries, seeking to transition from product-centric to service-oriented business models

Digital Transformation for Customer-Centric Operations

  • Automate contract creation and management processes
  • Enhance field service capabilities through mobile technology
  • Streamline customer support request classification and routing
  • Implement intelligent warranty management systems
  • Improve customer satisfaction through faster, more personalized service delivery

Core System Functionalities for Service Optimization

  • Automated contract generation with dynamic pricing based on product/service combinations and customer-specific discounts
  • Lightning Web Component-based case classification system with automated routing
  • IoT-enabled proactive case creation from connected appliances
  • Warranty management logic with SAP ERP integration for real-time status verification
  • Mobile-optimized field service app with warranty tracking and service extension capabilities

Technology Stack Requirements

Salesforce Apex
Lightning Web Components (LWC)
Salesforce Field Service
IoT integration framework
SAP ERP middleware

System Integration Needs

  • SAP ERP for warranty and product data synchronization
  • IoT platform for appliance telemetry integration
  • Email infrastructure for automated case creation

Operational Requirements

  • Global scalability for 20+ country operations
  • Real-time processing for warranty status checks
  • High-availability architecture for field service access
  • Data security compliance with EU regulations

Enhanced Operational Efficiency and Revenue Growth

Implementation of these enhancements is expected to reduce contract processing time by 70%, decrease customer support response times by 50%, improve field service technician productivity through better tooling, and enable proactive warranty extension opportunities, ultimately driving increased customer retention and revenue growth through service-oriented offerings.

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