The client owns one of the largest real estate businesses with a Pan India presence and is currently developing landmark projects in 12 cities across India. With projects that span across the country, the client’s upcoming development covers 74 million square feet.
Client use SAP for all their Back-office operations and the need was to implement a unified platform to manage all touch points with customers for pre-sales, sales and post-sales operations
Client wanted to implement Salesforce CRM to operate business processes. The key processes that need to be managed on Salesforce platform consisted of:
Lead Management via various sources web, walk-in customers, mailers, SMS reach out
Campaigns to reach out to these leads and existing customers
Account Management to enable customer on-boarding and maintaining their KYC and contact Info.
Maintaining latest inventory details of all the Projects, Property, Tower & Units available information available for sale
Opportunity Management for closing active customer deals
Tracking payments received from the customer for each unit, payment due, penalties, interest, etc.
After Sales services to address customer queries, resolve customer issues etc.
Apex
A Leading Data Integration product was chosen as the integration tool to push/ pull between SFDC & SAP
Eternus Solutions implemented Salesforce CRM with extensive leverage of the Sales Cloud, Service Cloud and custom integration with SAP to ensure that the business operates seamlessly with straight through processing.
A leading Data Integration product was chosen which was a designer tool with connectors available for SAP and SFDC.
Solution Benefits
Complete sales automation using SFDC platform
Tracking of leads via various sources
Marketing campaigns for business reach to end customers
Data analytics using dashboards
Escalation rules for timely response to the end customers
Seamless integration with SAP back-office and SFDC frontend office using data integration tool
Complete after-service sales automation using SFDC platform
Web-to-Case, Email-to-Case, SMS-to-Case to automate the case creation and tracking
Integrating Snagging third party tools for smooth roll-out of the project by ensuring that customer concerns are raised on time and escalated to the right people for resolution
Using the Designer screens, the Schema mapping between SAP and SFDC objects was designed.
Triggers were implemented on SFDC Objects to invoke the Data Integration Tool Business Process Flow using the Salesforce connector. This transformed the data and inserted into SAP using the SAP connector.
Scheduled workflow on SFDC connected to Data Integration Tool using the Salesforce connector and pulled data from SAP to sync up the product catalog and inventory.
Development on Developer Sandbox
SRS and design documents to start building any new components
Designing and developing workflows for sales and service life cycles
extensive usage of trigger, classes, batch apex and schedulers to write custom logic
Data tool configuration using standard editor
Coding using SFDC standards and best practices
Created a Lead in SFDC coming from various sources viz. web, walk-in, call center, SMS and mail
Setup all the Properties, Phases, Towers on SFDC
Once the opportunity reached a certain trigger stage, the Data Integration Flow was triggered to SAP and details were pushed to SAP
Data Integration tool pulled the targeted data from SFDC schema and generated a SAP message format for CRUD
The SAP Message format using the SAP connector went and updated/ created the required records in SAP Back-office system
Data Integration tool reported exceptions that were caught on any failure transactions and written to Transaction status objects in SFDC
A pre-determined set of workflows and escalation rules tracked the SLA and assigned the case to the right owner for resolution
A one-way integration was done with the Snagging tool to create the required cases in SFDC
