The solution optimized the warranty process using the powerful features of the SFDC Service Cloud – Case assignments, work-flows and automated information lookup.

Automated Process flow using SFDC Triggers, Workflows and ApprovalsEnhanced business logic and information transition using Service Cloud ObjectsWell-designed custom objects as applicableHigh productivity user interfaces using custom Visual-force PagesMigration of data (75K total records) from old system to new systemSeamless cutover from previous system to the new system

Business Situation & Challenges

Customer Benefit

Saxon Global Solution

Saxon Global Case Study

About the Customer

A US based leading manufacturer of Auxiliary Power Units (APU)

MANUFACTURINGMANUFACTURING35% reduction in time for the customer service process35% reduction in time for the customer service process

Technology PlatformSalesforce.com Service Cloud APEX

Visual-Force Pages

Custom Controllers

SalesForce.com Web Services

JQuery and JavaScript

Triggers

Data-Loader

www.saxonglobal.com

The Customer Service Representatives (CSRs) were using Salesforce.com (SFDC) for the Warrant and Claims Process and to manage the Customer Incident Reports (CIR). The existing solution was a custom implementation with no leverage of the SFDC Service Cloud features. CSRs faced lot of productivity and process challenges in the system such as: No automated way for a customer to enter and complete a CIR Account and Contact Information had to be manually entered at multiple places Repair codes could not be searched causing productivity delays for CSRs Manual intervention in various steps as part of the business process Resolution and resolution time was not tracked Emails were sent manually

Best PracticesLeveraged standard features of Salesforce Service CloudCases for Customer Incident ReportsAssets for Product SKUs sold to CustomersSeparated master information sources(Service Repair Tracking and Repair Codes)from their instances

Optimized and automated CustomerService ProcessEnhanced experience for the CustomerService RepsAutomated information flow andincreased throughput in ServiceReady for future growth inWarranty Process

35% reduction in timefor the customer serivce process