Supernova Engineers Ltd.

About the Client

Industry:  Product, Service, & Maintenance

Company Size:  Mid-sized organization with a nationwide service network.

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.

Challenges

Supernova faced operational inefficiencies in both sales and service management:


Sales Challenges

 

  • Complex Product Configuration: Sales teams struggled with manual selection and validation of products within opportunities.
  • Inefficient Sales Workflow: Lack of automation in opportunity tracking, product selection, and quotation generation delayed deal closures.
  • Limited Forecasting & Visibility: Sales teams lacked real-time insights into pipeline progression, impacting decision-making.

 

Service Challenges

 

  • Manual Complaint Handling: Customers lacked an easy way to register complaints, leading to delays and mismanagement.
  • Decentralized Complaint Management: No central repository for complaints, making it difficult to track and resolve issues efficiently.
  • Inefficient Work Assignments: Service requests were not dynamically assigned based on asset zones and technician availability.
  • Limited Field Service Mobility: Service engineers lacked real-time access to appointments, reports, and updates.

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

Creatique Technologies took the following steps to optimize Supernova Engineers Ltd. Operations:

 

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.

 

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.

 

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

  • Operational Improvements
  • Increased Efficiency: Automated sales and service workflows reduced manual work, ease of access in terms of User experience with the end users.
  • Faster Complaint Resolution: Customers could register complaints easily, and automated routing ensured faster resolution.
  • Improved Field Service Productivity: Engineers received real-time updates via mobile devices, reducing delays.
  • Business Growth
  • Higher Customer Satisfaction: A structured service management process improved response times and issue resolution.
  • Optimized Resource Allocation: Service requests were dynamically assigned to the right engineers.
  • Enhanced Sales Performance: Improved product configuration and quotation automation led to faster deal closures.

Client Testimonial

“Creatique Technologies has revolutionized how we manage sales and service operations. The automation of our workflows, combined with real-time reporting, has significantly improved our efficiency and customer experience.”

why Creatique Technologies?

Creatique Technologies specializes in Salesforce solutions for sales and service organizations, ensuring seamless process automation. Our expertise in Sales Cloud, Service Cloud, and Field Service Lightning enables companies like Supernova to achieve:

Operational Excellence – Optimized workflows for sales and service teams.
Scalability – Flexible, configurable solutions that grow with the business.
Data-Driven Decision Making – Real-time analytics for improved forecasting and planning.

Date
Category
Manufacturing - Rubber Rollers & Industrial Components


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