Elevating Customer Experience through Strategic Salesforce Advisory and Tech Debt Reduction
Overview
The digital landscape demands streamlined operations and seamless customer experiences, driving a shift toward integrated platforms. Leveraging Salesforce, Coforge transformed online sales and customer service operations through strategic advisory, workshops, and tailored solutions. By introducing centralized data management and real-time insights, the implementation enabled enhanced customer experiences, operational efficiency, and data-driven decision-making. As industries increasingly prioritize transparency and agility, such transformations set a benchmark for future-ready business ecosystems.
Our client’s online sales and customer service operations faced several significant challenges like:
Lack of transparency and siloed information.
Absence of a single system of engagement and single source of truth for customers, products, and pricing data.
High maintenance costs, leading to an increased total cost of ownership.
Inability to access real-time data and analytics.• Restricted ability to make data-driven decisions.
Restricted ability to make data-driven decisions.
Solution
Coforge engaged with the Business & IT team to agree and establish the strategy for a successful implementation and adoption of Salesforce across various lines of business in a 9-week advisory engagement:
Day in Life, interviews, and various workshops to understand the existing business processes, IT and Systems landscape, key pain areas, and areas of improvements.
Fit-Gap analysis to arrive at the best Solution Landscape and future state strategy.
Working with POCs (Proof of Concepts) and Demos to arrive at the best solution that satisfies the challenges and future state of overall technology blueprint.
Executive readout, with multiphase implementation roadmap (with high level timelines, efforts, team structure and Outcomes).
The Impact
360
View of Customer
50%
Increase in application support efficiency
Improved Customer Experience: Consistent information and clear visibility throughout the online sales journey enhance customer satisfaction.
Enhanced Operational Efficiency: Streamlined workflows and centralized data management lead to increased efficiency.
Reduced Costs: Consolidated systems lower total cost of ownership.
Data-Driven Strategies: Real-time insights facilitate data-driven decision making for improved marketing, sales, and customer service strategies.
