Customer Overview

A US-based manufacturing company specializing in polyethylene blown film and PVC solutions sought to enhance its customer service operations. Fragmented data systems and manual processes were impacting service delivery, estimate accuracy, and lead management.

Challenge

Siloed Systems and Manual Processes Slowing Operations

The client faced multiple inefficiencies due to disconnected platforms and manual workflows:

• Limited Visibility: Disconnected systems restricted real-time insights into customer and supplier interactions.
• Manual Data Entry: Lead tracking and project estimates were delayed due to manual Oracle-to-Salesforce transfers.
• Inefficient Lead Management: Lack of automation slowed customer service and caused estimation delays.

Solution

A Seamless Salesforce–ERP Integration to Automate Customer Service and Estimation Workflows

CriticalRiver delivered an end-to-end solution tailored to streamline digital operations:

• ERP Integration: Unified ERP financial data with Salesforce for a 360° customer view.
• Automated Data Transfer: Eliminated manual entry by automating Oracle-to-Salesforce data sync.
• Estimate Accuracy Scripts: Developed automation to deliver 100% accurate and faster project estimates.
• Real-Time Dashboards: Enabled call tracking and project monitoring through custom dashboards.
• Mass Data Updates & Emails: Implemented templates and scripts for consistent communication and data quality.

Results

A Future of Accurate Estimates, Real-Time Visibility, and Seamless Service

Through CriticalRiver’s Salesforce-led transformation, the manufacturing company eliminated manual bottlenecks, unified its data platforms, and streamlined its estimation workflows. The result was faster customer response times, enhanced supply chain visibility, and improved service quality—creating a competitive edge in a demanding market.