Streamlining Order Management

Optimizing Order Management and Service Dispatch for a Global Appliance Company

A global appliance manufacturer needed a centralized, global Knowledge Centre to streamline access to product-related documentation across all their brands and regions. They aimed to provide both internal teams and customers with convenient access to knowledge articles that would improve support experiences and drive self-service adoption. The solution required robust support for managing and categorizing extensive documentation, including seamless integration with internal support processes and a community portal for customers worldwide.
Case Study

Challenges

A global appliance manufacturer faced significant operational challenges due to outdated, siloed systems that hindered order management and customer service efficiency. The manual ordering process and lack of integration between systems led to several issues:

  • Inefficient Order Process: Multiple disconnected systems required manual data entry, leading to delays and inefficiencies that impacted order visibility, customer satisfaction, and the enablement of service agents. 
  • Limited Agent Capability: Agents were unable to place orders on behalf of customers due to an absence of a unified order process, creating gaps in customer service capabilities. 
  • High Manual Workload in Dispatching: The service team required substantial manual intervention to manage order dispatches, limiting productivity and increasing the potential for errors in service scheduling. 
Case Study

Solution

To address these challenges, Tranzevo implemented Salesforce Order Management System (OMS), integrating it with the company’s existing infrastructure to enable a streamlined, automated process across all operations: 

  • Seamless Integration with Commerce Cloud and Legacy Systems: The OMS was configured to connect with the company’s existing commerce cloud and legacy systems, creating an end-to-end flow of orders and eliminating data silos. 
  • Enhanced Order Placement Process: A customized “Order on Behalf of” functionality allowed agents to place orders for customers, leveraging the existing community setup to improve the customer experience and agent capabilities. 

  • Automated Service Scheduling and Dispatching: Leveraged FSL’s automation features to equip dispatchers with tools to schedule and dispatch service appointments efficiently, reducing the need for manual input and improving response times. 
  • Unified Order Management: Integrated B2C-CRM sync with Salesforce OMS to ensure a smooth order flow from the website to legacy systems, creating a 360-degree view for customers to track their orders seamlessly. 

  • 360-Degree Customer View: A customized OMS dashboard provided customers with real-time visibility into their order status, enhancing transparency and trust. 
  • Order Modification Capability: Customized OMS functionality allowed agents to make changes to orders directly within Salesforce, improving flexibility and customer support. 

Total Group

Results

The integrated Salesforce OMS solution dramatically improved the company’s order management and dispatch efficiency, yielding impactful results: 

Increased Operational Efficiency: Automating the ordering and dispatching processes reduced manual intervention, allowing teams to focus on high-value tasks and improve productivity. 

Enhanced Agent Enablement: With the “Order on Behalf of” functionality, agents could assist customers directly, increasing first-call resolution rates and boosting customer satisfaction. 

Improved Order Visibility and Customer Experience: The 360-degree view allowed customers to monitor their orders in real time, reducing inbound inquiries and enhancing their overall journey with the brand. 

Higher Accuracy and Reduced Errors: The seamless data flow between systems minimized errors and improved data accuracy. 

Streamlined Dispatch and Service Management: FSL automation enabled dispatchers to handle service requests more efficiently.