Salesforce CRM deployment: Recalling our remarkable journey in implementing CRM for a large manufacturing company

The Salesforce CRM deployments have made a significant impact on varied business verticals. Customers from niche verticals are experiencing true business benefits after deploying sales cloud, service cloud, marketing cloud and using platform. Each time we work on CRM deployment for our customer, it is compelling to understand their domain and journey with them to achieve their business objectives. Recently, we were associated with a large manufacturing company, a subsidiary of an Indian multinational, operating in multiple business lines.

The company was planning to streamline its entire customer relationship management and automate sales, marketing, distribution and other business units. The stake holders wanted to align with critical sales data like sales pipeline, sales forecasting, and region specific sales. The customer needed multiple business processes to be aligned and integrated. The challenges for implementation partners like us, is to understand the business domain of the customer, to ensure the customizations are met and architect a solution that addresses current business problems. An important question we always encounter is the distinction between vanilla customization and domain centric approach.  It is compelling to understand the business domain of the customer, processes you can reengineer and show the true value proposition. In this case an important responsibility of sales team is to meet 100+ distributors and retailers on a recurring basis and gather intelligence on stock level for product lines, top deals in the pipe, fast moving products and information about the competitive products.  Bodhtree’s domain centric solution and approach has simplified the complex business units into a simple one, which were transparent and visible in the entire gamut of sales automation, operations, distribution and product availability. The strength of the solution is not just reengineering, but to bring in the stake holders from various business units and enable them to experience change management.   Defining rules and pre-defined criteria for critical needs has made a significant difference to the important approvals within a unit by the management.

The right solution will always be a strategic fit for the customer. Today it is not about customization alone; it is also about understanding the business domain of the customer. Another important lesson is we not only enable customers with just implementations, we need to journey with them and be part of their growth and success.

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