Business Challenge
The company, a top producer of industrial minerals and specialty chemicals, faced slow search results on its outdated platform, impacting productivity. An upgrade was needed to improve speed and performance.
Merkle Solution
To improve business process efficiency, the company leveraged Sales and Service Cloud to automate tracking of customer data, orders, quotes, and opportunities. A global CRM system was supported with multi-language capabilities and code merging issues were resolved using Gearset. A mass pricing feature was developed for price extensions, and a mobile app with list and map views enabled quick searches of global plants and products. Additionally, a chatbot was integrated for easy product category access, and UiPath’s RPA was used to automate quote renewals, streamlining processes across the organization.
Impact
- Automated tasks reduced manual effort, enabling focus on value selling
- Quoting turnaround time was reduced, and data silos were prevented
- Automated processes increased productivity and accuracy, boosting customer satisfaction
Technology
- Salesforce Core Platform
- MuleSoft
- SAP
- Tricentis
- Gearset, RPA – Robotic Process Automation
- Azure DevOps
- Selenium
- ServiceNow
