About the Client
Manual lead tracking, sales quotations, and invoicing slowed operations, increasing errors and impacting customer experience.
Industry : Product, Service, & Maintenance
Company Size : Mid-sized organization with a nationwide service network.
Key Challenges :Supernova Gensets provides industrial power solutions, including product sales, service, and maintenance. The company needed an efficient system to optimize sales operations and service management, ensuring seamless coordination between ASM users, service engineers, and sales teams.
Manual lead tracking, sales quotations, and invoicing slowed operations, increasing errors and impacting customer experience.
Supernova’s Operational Challanges
Sales Challenges –
Manual Product Configuration: Sales teams struggled with selecting and validating products.
Inefficient Workflows: Lack of automation in opportunity tracking and quotation delayed closures.
Limited Visibility: Real-time insights into the sales pipeline were missing, affecting decisions.
Service Challenges –
Manual Complaint Handling: Customers had no simple way to register complaints.
Inefficient Assignments: Requests weren’t dynamically allocated based on zones or availability.
Limited Field Mobility: Service engineers lacked real-time access to updates and reports.
Approach
Creatique Technologies used the People, Process, Systems framework to streamline operations:
People: Conducted sales training on Salesforce Sales Cloud, ensuring smooth adoption and user engagement.
Process: Automated lead tracking, product demo scheduling, and order processing to reduce manual efforts and increase accuracy.
Systems: Leveraged Salesforce Sales Cloud to integrate sales, order management, and analytics, providing real-time visibility into business operations.
Solution
1. Sales Cloud Enhancements & Product Configuration
- Implemented custom Product Configurator to simplify product selection and customization within Opportunities.
- Automated validation of product selection based on predefined groups, improving accuracy and efficiency.
- Enabled structured data capture for sales teams, reducing manual errors and turnaround times.
- Integrated quotation automation, reducing delays in order processing and improving the customer experience.
- Automated Approval Processes for Sales Order for the management team for the final review of the order before it goes into production
- Automated generation of Delivery Order post the Sales Order Approvals.
- Automated sharing of priced Sales Order for the customer & unpriced Sales Order for internal teams depending on personas.
2. Service Cloud & Field Service Lightning (FSL) Implementation
- Asset Management –
- Provided a centralized complaint registration system, allowing customers to easily log service requests.
- Automated service request routing based on asset zones and work type categories for optimized technician assignments.
- Enabled real-time mobile access for field engineers, allowing them to accept appointments, log travel time, and update service status.
- Created structured workflows for Pre-Commissioning, Commissioning, and Courtesy Visits, ensuring smooth execution.
- Secure role-based access to sensitive service records and compliance with organizational policies.
- Automated Customer Feedback Collection – Developed a post-service feedback mechanism that automatically sends a customer feedback form upon service completion.
- Warranty Claim and Proforma Invoice Generation, implemented an automated warranty claim management system and enabled the auto-generation of proforma invoices for service visits, improving billing accuracy and reducing manual intervention.
3. Advanced Reporting & Analytics
- Developed real-time dashboards to track service request progress, sales pipeline, and field service productivity.
- Provided data-driven insights for forecasting, resource planning, and decision-making.
- Track Asset Status with Reports – Easily monitor warranties, out-of-warranty assets, and out-of-fold Machines.
- Complaint Tracking – Get insights on open and closed complaints daily, weekly, and monthly.
- Engineer Utilization Report – Track progress and workload efficiently.
- Sales VS Target – Depending upon the quantity booked for a sales person, showcased the achieved sales against target.
Results & Impact
Increased Efficiency: Significant reduction in manual tracking and administrative tasks.
Improved Adoption: Sales team engagement with Salesforce Sales Cloud improved operational efficiency.
Faster Insights: Real-time reporting enabled better forecasting and resource planning.
Revenue Growth: Enhanced sales processes contributed to increased deal closures and business expansion.