Delivering Efficiency and
Precision in CRM for
Manufacturers
OVERVIEW
A Strategic CRM Partnership for The Manufacturing Industry
Since 2021, Enzigma has empowered a leading manufacturing company to enhance customer relationship management by implementing Salesforce solutions. By integrating Sales Cloud and Service Cloud, Enzigma optimized core processes such as new store onboarding (time reduced by 75%), compliance management, distribution, and promotion handling. This partnership has delivered a 70% improvement in operational efficiency, centralized data handling, and increased customer satisfaction through customized automation.
CHALLENGES
Addressing CRM Challenges with Automation and Centralization
The manufacturing company faced the following key challenges:
Fragmented Retailer Hierarchy
Difficulty managing retailer relationships due to lack of automated parent-child account mapping.
Data Accuracy Issues
Inconsistent and decentralized data storage causing inaccuracies and inefficiencies.
Delayed Compliance Approvals
Time-consuming and manual compliance approval processes leading to operational delays.
Distribution Errors
Frequent errors in distribution workflows, affecting delivery timelines and customer satisfaction.
Complex Promotion Management
Manual tracking and management of promotions across multiple channels hampering productivity.
Case Management Inefficiencies
Limited case routing capabilities, resulting in delayed resolution of customer issues.
Refund Delays
Slow and error-prone refund processes affecting customer trust and satisfaction.
CHALLENGES
Addressing CRM Challenges with Automation and Centralization
Our client faced several challenges in managing their 300+ retailer network, compliance workflows, and data centralization across teams. Manual processes in promotion management, distribution, and refunds caused a 60% delay in critical operations, impacting customer satisfaction and overall brand reputation.
Enzigma's goal was to provide a unified CRM solution that would automate 80% of these processes, maintain data integrity, and ensure seamless communication across all channels, thereby elevating service quality and enhancing business performance.
IMPLEMENTED SOLUTIONS
Comprehensive Solutions to Overhaul CRM Functionality
To meet the client’s objectives, Enzigma implemented the following tailored Salesforce solutions:
Retailer Hierarchy Automation
Streamlined retailer information management with automated parent-child mapping, reducing management time by 40%.
Centralized Data Structure
Implemented cloud-based, centralized data storage to ensure 95% data accuracy.
Compliance Approval Automation
Simplified and sped up the approval process, reducing delays by 70%.
Enhanced Data Privacy Controls
Applied Salesforce data security settings to protect sensitive information.
Distribution Process Automation
Configured and customized distribution workflows, achieving timely deliveries with 80% fewer errors.
Multi-Channel Promotion Management
Enabled automated promotion tracking and management across various channels, increasing productivity by 50%.
Timely Notifications & Reminders
Enabled email alerts to keep teams and customers informed, reducing miscommunications by 30%.
Optimized Case Management
Implemented multi-channel case routing and assignment for quick resolutions, improving resolution times by 50%.
Refund Process Simplification
Automated refunds and gift card creation with Salesforce flows, reducing processing time by 60%.
Milestones Achieved
Achieving Operational Excellence with A Streamlined CRM
Through these tailored solutions, Enzigma helped the client achieve measurable improvements in operational efficiency and customer satisfaction. Key milestones include:
Improved Data Integrity by 95%
Reduced errors through centralized and consistent data handling.
Accelerated Process Times
Minimized time for manual tasks from weeks to hours.
Enhanced Customer Engagement by 50%
Optimized case management led to higher customer satisfaction rates.
Reduced Data Privacy Issues
Strengthened compliance with secure, role-based data access, reducing incidents by 90%.