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SUCCESS STORIES / Salesforce

Ace your customer experience with a scalable Order Management System

Through the efficient implementation of Salesforce Order Management capabilities, we helped our client to reduce fallout and raise the bar on customer experience.

Background

Consumers want their buying experience to be elevated at every touchpoint of their buying journey – from product discovery to decision to order placement. They also want to receive accurate and timely information about the status of their order, including the date and time of the service installation.

Service providers have rightly realized that the make-or-break variable in the equation is the Order Management System (OMS). As a business scales up, these systems need to be efficient and expand quickly to support a higher number of orders and the ensuing complexity across the OMS. However, many service providers continue to rely on outdated systems and technologies, leading to less-than-desired results like order fallout, orchestration failure, and others.

With customers preferring an omnichannel buying experience, how can businesses make their OMS systems more efficient?

Client Situation

Our client, a leading service provider in North America, was in a similar situation. The company was facing several issues related to its Order Management System (OMS). Significant units of orders were failing at the order capture and orchestration stages, leading to delays and frustration among customers. Inaccuracies in the order status caused confusion among technicians and further delayed issue resolution.

Consequently, technicians were dispatched to the field without accurate information about the underlying network readiness, resulting in waste of resources. These challenges had a detrimental impact on the business, leading to customer dissatisfaction and loss of revenue.

With ambitious growth plans, the client wanted to switch to an efficient and scalable OMS to manage a higher number of orders in the future.

By leveraging the full range of Salesforce capabilities, Prodapt helped the client achieve significant improvements in its OMS and offer a delightful customer experience.

Diagnosis

Prodapt found out that the company was using a legacy OMS, making inventory data inaccessible and hindering the ability to effectively manage order progress. The result: inability to create a seamless, omnichannel experience for customers.

There was lack of visibility regarding order status, making it difficult for businesses to keep track of their progress. Additionally, issues with coordination of the different steps of the order process led to delays. This caused inefficiencies in customer service, ultimately resulting in lost revenue.

Furthermore, during the orchestration stage, inconsistent data and errors from human intervention led to incorrect information being sent to technicians dispatched for service delivery. This resulted in delays in service installation.

Due to these issues with order management, the client was unable to meet customer demands for omnichannel fulfillment. This harmed their reputation and made it difficult to retain customers.

Solving It

To address the gaps and associated pain points, Prodapt utilized the capabilities of Salesforce OMS, leveraging key transformation levers.

Our team of experts took the first step to map the As-Is process using Salesforce, which involved mapping out the current process that an order goes through. This included identifying touchpoints and steps involved in the customer journey. Salesforce's CRM tools were used to track and analyze each step, identify pain points, and pinpoint areas for improvement to enhance the customer experience.

The next step was to map Salesforce core capabilities to address these pain points and bridge gaps in the order journey like poor selling and quoting experiences, bad invoicing resulting in poor forecasting, manual deal renewals, and a lack of transparency into customer data.

The TM Forum SID Model was used to provide a standardized framework for defining the information and data used in the order fulfillment process. Integrating the Salesforce CPQ into the OMS helped sales teams create accurate quotes quickly, submit orders, and fulfill them without manual intervention. This reduced errors and raised efficiency levels.

Prodapt used Salesforce automation capabilities to assign incoming cases to the appropriate teams, configure workflows, and send notifications to customers when their requests have been fulfilled. This improved order process efficiency, reduced manual effort, and provided a better customer experience.

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