Salesforce Consulting and Integration for a Medical Device Manufacturer
Having been in business since 1967, Marco is one of the most renowned names in medical device companies in the United States. To grow faster, Florida based ophthalmic device manufacturer was looking at ways to empower sales team with real time visibility into SAP, thus reducing the need for them having to call sales coordinator and get their quotes punched into the system.
With quick expansion of business across geography, Marco realized that they need an integrated customer relationship management s Solution which could empower their future growth. Due to complex business logic around pricing rules and stock availability within SAP, the sales rep had to contact the sales coordinator for punching in new quotation. The firm had multiple divisions and a specific hierarchy in place which needed to be replicated into Salesforce.
Due to being in medical device manufacturing, after sales support was crucial. The company was looking at integrating installed base and service calls so that the sales people had 360 degree view of what was happening in their respective accounts.
Marco evaluated that Salesforce would be the ideal CRM platform for its sales and customer support needs. We executed high level assessment of needs, customized Salesforce to meet the organization specific needs. During the blueprinting sessions, a detailed analysis of how divisions and organizational hierarchy would match into Salesforce. Detailed role mapping were carried out and required privileges were granted to the users. Workflows and Process Builder were define to make the process efficient.
Various integration points were discussed and a detailed field mapping was carried out. Integration with respect to Accounts, Contacts, Products, Price Books, Quotes, Invoices, Installed base and Service Calls were achieved. We leveraged APPSeCONNECT to integrate the platform with SAP.
Business Benefits attained by Marco
By integrating the following aspects of SAP and Salesforce, the solution helped in the following aspects of the daily operation of the company.
360 Degree View of customers
The solution helped Marco get a complete view of customer with Asset, Activities, Quotes and much more related information attached to the record.
Faster Quote and Deal Closure
Sales reps were able to quote faster and submit the Quote PDF coming from SAP to the customer before the competition.
Reduction in Outstanding Payments
With financial information coming from SAP into Salesforce, sales reps knew the receivable for their respective account. The headquarter could also flag companies which were slow payers.
Stock Levels and Commitments
With visibility to stock levels in the warehouse, the salesperson could give more accurate commitment on new quotes.
With enhanced sharing rule and proper record type customization, the application helped the entire sales and support team to collaborate in a much more efficient manner than ever before.
Automation leading to savings
Due to automation within Salesforce as well as due to integration solution, manual effort was reduced extensively.
Few other positive business impact of the solution implemented includes.
- Help sales rep quote faster and submit the Quote PDF to the customer before the competition
- Integrate business partner data in a bi-directional manner
- Enforce industry segment based pricing calculation and other business logic within Salesforce
- Help business control accounts receivables and eliminate risk of non payment
- Integrate trade show inquiries as follows to sales rep
- Align commission calculation as per net revenue calculations within SAP
- Integrate stock levels between the applications
- Sync case and asset data so that sales rep can view the customer requests for their assigned accounts
Key Challenges in Implementation
Following were the key challenges faced during the project implementation phases.
Immense Business Impact
Each integration point had tremendous impact on business and hence every customization had to unit tested, integration tested as well as tested for regression.
Zero Business Downtime
The solution had to be implemented with no downtime during business hours.
Legacy Data Migration
Years of historic data had to be uploaded from SAP so as to populate the information within Salesforce.
Third party Add ons
There were third party add-on within SAP, some of which need to be integrated with Salesforce.