Business Challenge
An automobile manufacturer lacked a centralized system to track bike sales, leading to scattered data, duplication, and inefficiencies. This caused inconsistent reporting, errors, and delays in decision-making.
Merkle Solution
To streamline operations and improve data accuracy, the company integrated the Service Cloud with its existing ERP system, enabling seamless data flow. Wrike was incorporated to manage tasks and projects, while bidirectional data transfer was set up to assign work orders and update task statuses across systems. Additionally, data on new bike models was automatically fetched from the ERP into Salesforce at predefined intervals, ensuring real-time updates and accurate sales tracking. This integration enhanced overall operational efficiency and data synchronization.
Impact
- Quick access to sales and ownership details
- Prompt escalation handling with Wrike integration
- Mobile access and faster case closures
Technology
- Salesforce Service Cloud
- Force.com
- Wrike
