The Challenge

The client produced slot machines and provided financial equipment and services to casinos. However, their existing systems were fragmented, and their processes were heavily dependent on manual intervention. In addition, complex product configurations made it even more challenging to manage quotes and streamline the entire sales to service process.

Multiple systems to manage different business functions led to missed communication and collaboration between various teams, such as sales and service management, quotes and contracts, product configurators, and field service management. As a result, it took a long time to respond to customer needs stretching the service cycle and feeding to customer dissatisfaction due to business losses.

The client wanted to eliminate these siloes and build a unified platform for sales and service management, quote management, digital contract and warranty management, and field force management.

The Solution

The SLK Salesforce experts having a deep understanding of emerging digital landscapes and evolving customer needs onboarded to drive the intelligent business transformation initiative. With our design thinking, experience design and consulting mind set, we looked at the existing landscape and designed a solution to digitize the whole set of business processes. We built the unified platform using Salesforce products such as the Sales Cloud, CPQ, ServiceMax, and Conga across various aspects of sales, services, and digitalization. Also we ensured that the slot machines were configured with personalization for better customer experience and faster results.

Solution Overview:

Sales

• Opportunity management
• Product configuration
• Quote management
• Contract management

Services

• Field force management
• Case management
• Warranty management
• Invoicing

Digitalization

• System generated quotes
• System generated Contracts
• Digital signature