TABLE OF CONTENT

About the Client

The client is one of India’s leading online furniture retailers, providing specialized home decor solutions since 2012. With a curated selection of over 1,000 products across 25+ categories, they help urban homeowners design beautiful spaces. Operating in seven major cities, the brand is valued at approximately $100 million and is rapidly expanding.

Business Situation

The retailer faced several operational inefficiencies in their CRM system:

Inefficient order management: Limited capacity and frequent timeout errors in order processing.
Manual case handling: Customer service cases were assigned manually, slowing response times.
Workflow bottlenecks: Poor automation in service escalations led to SLA breaches.
Inconsistent tracking: Lack of detailed case history and transparent reporting.
Unbalanced workload distribution: Cases were assigned unequally across support centers.
Integration issues: External system integration was complex and costly.

The Solution

Unthinkable revamped the client’s Salesforce CRM, ensuring seamless integration, automation, and enhanced customer service efficiency. By utilizing Apex Visualforce pages and Lightning Web Components, the team built a user-friendly interface that simplified case management.

Automated case assignment using a round-robin algorithm for even distribution.
Improved error handling to eliminate API failures in service re-triggering.
Enhanced tracking system with custom fields for detailed case history.
Optimized order management by reducing timeout errors with pagination.
Dynamic workload distribution based on case location for balanced workloads.
SLA compliance automation with real-time alerts for escalated cases.

The Impact

With Unthinkable’s expert Salesforce CRM implementation, the client saw a significant improvement in operational efficiency. Order management capacity increased by 20%, workflow efficiency improved by 30%, and order processing errors reduced by 15%. Real-time analytics and automated escalations minimized SLA breaches, enhancing customer service quality. The newly integrated CRM system provided a seamless experience for both customers and service representatives, leading to faster resolutions and better customer engagement.

Conclusion

By leveraging Unthinkable’s Salesforce expertise, the retailer successfully automated key CRM functions, leading to enhanced efficiency and service quality. The streamlined workflows allowed for quicker case resolutions, better workload management, and improved customer satisfaction. Moving forward, the company plans to implement Sales Cloud for lead capture automation, further strengthening their CRM capabilities. This initiative will drive sustained growth and reinforce their position as a leader in India’s online furniture market.