Salesforce Sales Cloud Customization
Client
The client is a manufacturing company in the United States specializing in industrial equipment for both domestic and international markets. With multiple locations across the country, a large sales network, and a growing customer base, they required more tailored Salesforce functionality to efficiently manage sales, expenses, and after-sales processe
Challenge
The client faced multiple challenges in managing their sales pipeline and operational processes. Standard Salesforce reports did not provide sufficient visibility into product categories, regional performance, and pricing variations, making it difficult for managers to track opportunities. Expense tracking and profit margin analysis were cumbersome because revenue and operational costs were not consolidated in a user-friendly way.
Warranty claims and service requests were being handled manually through email, which caused delays and missed service level agreements (SLAs). Purchase orders (POs) for raw materials were paper-based, resulting in inconsistencies and approval delays. Additionally, several automated workflows built in Process Builder frequently failed due to Salesforce formula limits, particularly in commission calculation and distribution.
Solution
Enhanced Reporting and Dashboards
The consulting team created a new object to capture sales reps’ efforts and material usage across projects. Custom report types for revenue and expenses were implemented, giving managers weekly and monthly breakdowns of costs and payments. All reports were aggregated into a single, dynamic dashboard featuring bar charts, line graphs, and pie charts to improve visibility and decision-making.
Automated Customer Communications
Visualforce email templates were introduced for warranty claims and invoice generation. Employees could preview final emails, attach PDFs, and send mass emails. Additionally, Apex logic automated payment reminders whenever project expenses exceeded recorded revenues, ensuring timely follow-ups and improving customer satisfaction.
Digitized Purchase Order Management
A custom PO form was developed, compatible with both mobile and desktop views. Employees could enter material data, calculate quantities, and generate purchase orders directly within Salesforce. The PO approval workflow was digitized with version tracking, allowing employees and managers to review and approve orders while maintaining a complete audit trail.
Optimizing Existing Processes
The team conducted a health check of all automation processes. Faulty workflows for project escalation alerts and commission calculations were rebuilt using Apex triggers to replace Process Builder logic. Commission calculations were restructured with Apex code, bypassing Salesforce formula limits and ensuring accurate, timely distribution.
Results
- Managers gained accurate visibility into sales performance, material usage, and profitability by region.
- Revenue and expense dashboards allowed faster strategic decision-making.
- Automated warranty and invoice emails reduced turnaround times and improved customer satisfaction.
- Digitized PO approvals increased transparency and streamlined tracking of changes.
- Optimized automation processes reduced errors and ensured accurate commission distribution, boosting sales team morale.
Overall, the client achieved greater operational efficiency, improved control over sales and service processes, and stronger customer relationships with Salesforce fully customized to their business needs.
Technologies and Tools
Salesforce Sales Cloud, Visualforce, Lightning Component Framework, Apex Triggers, Approval Processes, Custom Dashboards, Salesforce 1 Adaptive UI
Discover how Salesforce customization can streamline your business processes and boost efficiency. Contact us today to learn how we can tailor Salesforce to your organization’s needs.