Data was scattered across multiple legacy systems, leading to inefficiencies and inaccuracies in sales reporting and customer insights.
Lack of a unified customer view impeded the organization’s ability to understand and anticipate customer needs.
Validation of 45 Enterprise Service Business (ESB) integrations and 59 data integrations.
Collaborated closely with business users for critical functionalities and understanding of any gaps.
Drove defect triage to closure, and ensured a quality product was delivered on time.
Greater business engagement and cohesion.
Our Client is the world’s fourth largest international tobacco organization and the world’s largest producer of fine cut tobacco and tobacco papers.
It has 30 factories worldwide and its products are sold in around 120 countries.
They are also a global FMCG business and supported by over 25000 employee’s with a revenue generation of over 30 billion pounds.
Our Client’s data was scattered across multiple legacy systems, resulting in significant inefficiencies and inaccuracies in both sales reporting and customer insights. This fragmentation made it difficult to obtain a cohesive view of customer behavior and trends, leading to flawed strategies and missed opportunities.
The disparate systems were not designed to communicate with each other, creating bottlenecks in data processing and analysis. Consequently, the organization struggled with delayed reports and unreliable information, hampering its ability to make informed decisions and effectively engage with its customer base.
By leveraging advanced data analytics, our Client was able to decoded intricate customer trends that were previously obscured by fragmented data. This newfound clarity enabled them to tailor their efforts with precision, effectively sparking heightened customer interest and loyalty.
The insights gained from analyzing these ‘smoke signals’ not only enhanced their understanding of customer preferences but also ignited a new era of engagement, driving both customer satisfaction and business growth.
Our Client benefitted from a number of key changes including:
In addition, testing of the end-to-end solutions of their business with niche skill sets on Salesforce Consumer Goods was undertaken. This led to:
To ensure seamless operations and rapid resolution of production issues, the hypercare support provided played a crucial role. Whenever a production issue arises, the team promptly triages and replicates the problem in lower environments, meticulously analyzing its root cause. Once identified, they work diligently to fix the issue and retest it in these controlled environments.
Only after thorough testing and validation was the go-ahead given to move the solution back into production. This rigorous process guarantees that any fixes are robust and reliable, minimizing the risk of recurring issues and ensuring the stability and performance of production systems.
Our Client’s stated goals were all met and achieved within the allotted time frame, including:
As a result, our Client is now rolling out Consumer Goods Cloud and Field Service to validate critical business processes in retail execution, promotions management, payments, Einstein analytics and accessibility of the application on mobile devices.
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