CASE STUDY · SALESFORCE · CUSTOMER PORTAL
A Comprehensive Customer portal to
help streamline the support services like
accessibility to their Monthly Account
Statements, Invoices etc. with several
other benefits
The Customer Experience team is investing huge amount of time
in sharing the required documents like invoice details, service
related information/Statement of Account and attending to the
manual call logging methodology and manual service request
creation process. A comprehensive and secured portal is
required for streamlining these issues.
52%
Faster case resolution
3,200+
Cases migrated with zero data loss
40%
Increase in Productivity
60 days
From kickoff to go-live
The challenge
- Tedious Activities
- Huge time for manual entry and archival
- Call logs/emails and recordings are the only options to track the complaints
The Benefits
- Direct Cost: $60,000/Year
- Enhanced Transparency
- Improved accuracy and tracking mechanism
The results
- Created a Customer portal as a single platform with a provision to access the invoice and payment information along with the provision to raise and track service requests.
- CRM Team can directly interact and record the history seamlessly.
- Provision to send the email alerts and maintain history and also access the other important documents in one place.
- Client
- [ confidential ]
- Industry
- Real Estate
- Services
- Salesforce Service Cloud Implementation, Data Migration, Custom Portal
- Engagement length
- 60 days
- Team
- Salesforce Architect, 2 Developers, QA, Project Manager
CASE STUDY · SALESFORCE · EXPRESSION TO INTEREST
A CONCRETE CUSTOM SOLUTION IN PRE-SALES WHERE CUSTOMER EXPRESSES THE WILLINGNESS, ABILITY, BUDGET/PRICE RANGE FOR A POTENTIAL PURCHASE OF A PROPERTY.
To increase the lead generation/conversion rate, it is important to have a user-friendly platform where the prospective buyers
can express their interest in a unit/property. Customer should be able to select multiple units in the project. This is not possible using the standard process. Hence, a custom solution is designed to cater the business needs.
72%
Faster case resolution
2,200+
Cases migrated with zero data loss
50%
Increase in Productivity
4 weeks
From kickoff to go-live
The challenge
- Manual paper based tracking of the interested customers
- Duplicate bookings for same unit by multiple customers has been a challenge
- Unit cancellation and prompt communication is always a challenge.
The Benefits
- Simplified lead generation process
- Seamless booking process
- Maintains detailed tracking history
- Alleviates redundant bookings
The results
- A custom, user-friendly screen has been made available to the
customer using LWC and object schema to capture the interest
of the customer along with budget related details along with the
registration documents and payment history.
- Post this activity, team will allocate the unit basis availability
and the order is generated and the unit is booked as per the
agreed terms.
- Client
- [ confidential ]
- Industry
- Real Estate
- Services
- Salesforce Service Cloud Implementation, Data Migration, Custom Portal
- Engagement length
- 4 weeks
- Team
- Salesforce Architect, 2 Developers, QA, Project Manager
CASE STUDY · SALESFORCE · PROOF OF SERVICE
A CUSTOM SOLUTION TO GENERATE A DOCUMENT THAT SERVES AS PROOF THAT CUSTOMER RECEIVED THE SERVICES FROM SERVICE PROVIDER.
The requirement is to auto-generate a document post fulfillment of the services to a customer. ”Proof of Service” is a
document that serves as a proof that the other party has received the services from the service provider. Provision has to
be made available in the system to capture the required details for generating the document and generate the PDF. It should
typically contain the information like:
- The name of the person who was served.
- The date, place, and time where service was carried out.
- A detailed description of the type of services provided/fulfilled.
- Their name and signature
52%
Faster case resolution
3,200+
Cases migrated with zero data loss
40%
Save Time and Increase in Productivity
3 weeks
From kickoff to go-live
The challenge
- Huge time for manual generation of the document.
- Involves multiple departments and manual dependency and coordination.
- Lack of Transparency
The Benefits
- Streamlined process
- Improved accuracy and tracking mechanism
The results
- A custom screen has been made available using LWC and
generate PDF using Visualforce Page
- Once the service is fulfilled then the report is generated automatically by end of the day describing the services provided and an email is triggered automatically to the
customer as an attachment.
- Client
- [ confidential ]
- Industry
- Real Estate
- Services
- Salesforce Service Cloud Implementation, Data Migration, Custom Portal
- Engagement length
- 3 weeks
- Team
- Salesforce Architect, 2 Developers, QA, Project Manager
CASE STUDY · RPA · AUTO CLOSE PO'S
AUTO-CLOSURE: OPEN PO’S IN SAP
A Comprehensive Solution to automate the closure of Open/unwanted/fulfilled PO’s in SAP
The procurement team has to search for the POs which are old or not in use or fulfilled can be marked as closed in the ERP
system. But, it is again a tedious process and takes away lot of valuable time of the procurement team. This has to be
automated. The As-Is process is as below:
As-Is Process
- Login to SAP and query Open PO's which are old and not-in-use for each PO Type (Standard, Blanket etc.) for a date range
- Export the results in excel and block all the PO's.
- Repeat the steps for all types of PO's and archieve the Exel file for future reference.
200+
Cases migrated with zero data loss
60%
Increase in Productivity
2 weeks
From kickoff to go-live
The challenge
- Tedious Activities
- Huge time for Consolidation
- Prone to Manual Errors
- Unwanted Cost Involved
The Benefits
- Direct Cost: $30,000
- Redundant efforts has been alleviated
- Removed the manual dependency
- Improved accuracy
The results
- A custom screen has been made available using LWC and
generate PDF using Visualforce Page
- Once the service is fulfilled then an report is generated automatically by end of the day describing the services provided and an email is triggered automatically to the
customer as an attachment.
- Client
- [ confidential ]
- Industry
- Real Estate
- Services
- Auto Close PO's for Application
- Engagement length
- 2 weeks
- Team
- RPA Architect, 2 RPA Developers
CASE STUDY · RPA · AUTO CREATION OF INVOICE
AUTO-CREATION: INVOICE IN ORACLE PAYABLES
A Strategic Solution to read and autocreate the invoices in Oracle Payables.
The Payables team receives huge number of invoices from various suppliers in different formats. Team has to manually
enter the invoice details in the Oracle ERP system. The As-Is process is as below:
As-Is Process
- Payables team used to download invoices from email and organize into file server folders.
- Read the data from invoice pdfs and enter into Oracle forms and submit for approvals.
- Repeat the above steps for different vendor invoices and handling exceptions is bit tough.
52%
Faster case resolution
3,200+
Cases migrated with zero data loss
40%
Increase in Productivity
2.8 weeks
From kickoff to go-live
The challenge
- Tedious Activities
- Huge time for manual entry and archival
- Prone to Manual Errors
- Unwanted Cost Involved
The Benefits
- Direct Cost: $60,000/Year
- Manual efforts and dependency has been alleviated.
- Improved accuracy.
The results
- Understand & Document As-Is Process
- Gap Analysis
- Design & Document To-Be Process
- Automated the PDF documents data extraction using RPA OCR engine.
- Sending exceptions to Action Centre where SME will review and resolve.
- Automated Invoice Creation in Oracle for seamless and accurate data extraction.
- Client
- [ confidential ]
- Industry
- Real Estate
- Services
- Auto Creation of Invoice in Application
- Engagement length
- 2.8 weeks
- Team
- RPA Architect, 1 Developers
CASE STUDY · RPA · REPORT AUTOMATION
AUTOMATION REPORT GENERATION CASE STUDY
New Strategic Solution to automate complex report generation process for the Client.
Client has been using AS400 – LogPro to generate and email
the reports. Billing reports downloaded from AS400 - LogPro system and sent to email manually. Following is the process involved which
is redundant and has to be alleviated.
Generate Reports
- Run Billing Reports in AS400-Logpro system.
- Involves complex keyboard commands.
- Around 20 reports for each customers.
Manual Consolidation
- Download an email attachments.
- Segregate the data per each customer.
- Consolidate the data as one sheet per customer in a excel.
Archieve and Email
- Place the excel in respective folder for each customer.
- Send Confirmation Email upon completion.
- Report the steps for each customers.
The challenge
- Tedious Activities
- Huge time for manual entry and archival
- Prone to Manual Errors
- Unwanted Cost Involved
The Benefits
- Direct Cost: $40,000
- Redundant efforts has been alleviated.
- Removed the manual dependency.
- Improved accuracy.
The results
- Understand & Document As-Is Process
- Gap Analysis
- Design & Document To-Be Process
- Build, Test & Deploy the automated solution using BOT.
- Schedule the program at the desired frequency.
- Business user receives the required output via email without any manual interventior.
- Client
- [ confidential ]
- Industry
- Real Estate
- Services
- Auto Creation of Invoice in Application
- Engagement length
- 2.8 weeks
- Team
- RPA Architect, 1 Developers
