SFDC – Real Estate – Salesforce CRM and SAP Integration – Success Story

Client Overview

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.

Business Challenge

  • 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.

Technical Requirements

  • Apex

  • Salesforce Enterprise Edition

  • A Leading Data Integration product was chosen as the integration tool to push/ pull between SFDC & SAP

Solution Strategy

  • 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

    This tool was hosted on a Linux server in client’s Intranet with secure network access to SAP and SFDC systems.
  • 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 Methodology

  • 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

Implementation Details

Sales Cloud

CRM Configuration and Flow

  • 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

Real-time Two-way Integration using Data Integration tool

  • 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

Service Cloud

Case Management

  • A pre-determined set of workflows and escalation rules tracked the SLA and assigned the case to the right owner for resolution

Snagging

  • A one-way integration was done with the Snagging tool to create the required cases in SFDC

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