Go Beyond Limitations: SAP to Salesforce Migration Empowers Efficient Regional Hub

Challenge:

Scaling Operations for a Growing Regional Hub

As businesses expand into new regions, their existing systems may struggle to keep pace with the demands of a growing and geographically dispersed operation. In this case, a leading multinational corporation (confidential client) faced challenges with their legacy SAP system as they transitioned their India branch into a regional hub.

Solution:

Streamlined CRM with Salesforce

Tekgeminus partnered with the client to implement a robust Salesforce migration, empowering their India hub to operate efficiently and manage customer relationships across diverse territories. This migration encompassed:

• Centralized CRM Platform: Migrated all CRM functionalities, including custom features, data, reports, dashboards, case management, and customer portal management, from SAP to Salesforce. This centralized platform provides a holistic view of customer interactions and streamlines operations.
• Seamless Data Migration: Utilized Salesforce Data Loader for secure and efficient data migration from SAP to Salesforce, ensuring data integrity and continuity.
• Enhanced Service Management: Integrated Salesforce Service Cloud to streamline service request processes, case management, and customer communication.
• Dynamic User Experience: Developed custom dynamic dashboards tailored to specific user roles, providing agents with the most relevant data for improved decision-making.
• Empowered Customer Self-Service: Integrated service request management with the Salesforce Experience Cloud (formerly Community Cloud) to enable customers to raise and track cases through a user-friendly mobile and web portal. Customers receive real-time updates on the progress of their cases at each stage of the lifecycle.
• Knowledge-Based Support: Established a comprehensive Knowledge Center within Salesforce, associating relevant knowledge articles with specific screens for efficient agent access. This empowers agents to resolve customer inquiries quickly and consistently, reducing call duration and improving customer satisfaction.

Technology Stack for Scalability

Tekgeminus leveraged a powerful technology stack to deliver a scalable and future-proof solution:

• Salesforce Platform:
  • Sales Cloud: Manages customer data, accounts, and sales activities.
  • Service Cloud: Streamlines service request management and case tracking.
  • Experience Cloud (formerly Community Cloud): Powers the customer self-service portal.
• Salesforce Lightning Apex: Enables custom development for tailored functionalities within the CRM platform.
• Data Loader: Facilitates secure data migration from SAP to Salesforce.
• API Integrations: Integrates seamlessly with various third-party systems using RESTful and SOAP APIs.
• Copado: Manages application deployment lifecycles and ensures version control.
• SVN: Ensures code version control.
• Visual Studio: Streamlines application development.

Collaboration for Customer Success

By collaborating with the client, Tekgeminus delivered a successful SAP to Salesforce migration. This empowered their India hub with a scalable and user-friendly CRM platform, enabling them to efficiently manage customer relationships, streamline operations, and excel as a regional leader.