• 📍 Location: USA
• 🏭 Industry: B2B E-Commerce / Metals Marketplace
• 💼 Domain: Sales, Order Management, and Customer Service (CRM Transformation)

Challenge

The client, a leading B2B metal marketplace in the USA, was struggling with:

• Fragmented data and poor sales pipeline visibility.
• Inefficient lead and order management with limited automation.
• Delays in generating accurate quotations, impacting order processing and customer communication.
• Lack of forecasting accuracy, customer insights, and strategy alignment.
• Needed a centralized CRM solution to streamline operations, enhance reporting, and accelerate business growth.

Solution

We implemented a Salesforce CRM ecosystem to unify sales operations and improve efficiency:

• Sales Cloud for lead management, opportunity tracking, and pipeline visibility.
• Forecasting tools for sales planning and accurate order management.
• Service Cloud for centralized customer support, faster case resolution, and improved collaboration.
• Automated data extraction and quotation workflows to ensure consistent and timely quote generation.
• Real-time analytics dashboards for improved reporting and decision-making.

Business Impact

The solution delivered significant improvements across the client’s operations:

• ✅ Improved sales forecasting and reporting accuracy.
• ✅ Higher customer satisfaction and faster service delivery.
• ✅ Better team collaboration and order management.
• ✅ Increased productivity and revenue growth.
• ✅ Real-time analytics driving data-backed decisions.
• ⚡ Faster quotation generation, reducing customer response time.

Tech Stack

Technology:

• Salesforce CRM
• Analytics Dashboards
• Workflow Automation

Cloud: Salesforce Sales Cloud, Service Cloud

Tools: VS Code, Workbench