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Experience
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industry
Manufacturing

Global industrial manufacturer unifies quoting, service, and sales across 255 locations

Context

A global leader in motion and control technologies operating across aerospace, climate control, and filtration markets needed to replace a fragmented multi-regional operating model with a single Salesforce platform. The quoting team was pricing 2 million products across 255 locations and 27 currencies on infrastructure not built for that volume. Chat support ran on a legacy platform with no Salesforce integration, routing 200-plus queues across branded and partner sites in 18 languages without coherent hand-off. Claims and returns relied on manual data entry with no visibility into status, and inconsistent approvals across business areas. Sales ran on disconnected regional systems with no standard data model, no unified pipeline view, and no integration with marketing. 

Value Created

2M+
products quoted across 255 locations and 27 currencies
20-30%
faster claims processing with ~$150k in claims tracked end to end
~1,000
returns managed through integrated return-order validation
18-language
real-time multilingual chat with a foundation for AI-driven automation

People

VALUE LEVERS 

  1. Unified pipeline visibility and lead management in Sales Cloud
  2. Multilingual omnichannel chat via Salesforce Messaging In-App and Web

HOW WE DID IT 

  • Built end-to-end case management and pipeline visualization in Sales Cloud, managing leads from diverse sources including distributor self-service, and migrating data from the legacy OEC system to give teams a clean starting point
  • Replaced the legacy chat platform with Salesforce Messaging In-App and Web, routing omnichannel by language, topic, and skill with pre-chat forms for context and triage
  • Configured automated multilingual responses across 18 languages with full conversation and case history visible to agents, and positioned the architecture for AI-driven automation as a next step

Process

VALUE LEVERS 

  1. OmniScript warranty and claims intake with standardized approvals
  2. Return-order validation integrated with Manufacturing Cloud shipment data

HOW WE DID IT 

  • Consolidated warranty and claims intake onto a single OmniScript, standardizing approvals across business areas and centralizing reporting on shipment and returns data in Manufacturing Cloud
  • Integrated return-order validation data to give the operations team a working view of approximately 1,000 returns and end-to-end claims visibility covering approximately $150k in tracked claims
  • Reduced claims processing time by 20-30% through standardized intake workflows that replaced manual data entry and inconsistent approval routing across business areas

Technology

VALUE LEVERS 

  1. Revenue Cloud Advanced with Apex PreHooks for global quoting at volume
  2. Phased rollout from 60 pilot users to 4,500-seat deployment

HOW WE DID IT 

  • Implemented Revenue Cloud Advanced with Apex PreHooks to handle location-based pricing at volume, enabling 2M+ products to be quoted across 255 locations and 27 currencies without system lag
  • Ran a phased rollout starting with 60 pilot users to validate configuration and pricing accuracy before scaling to the full 4,500-seat deployment, keeping the build upgrade-safe at under 20% Apex throughout
  • Bridged product roadmap gaps with custom elements where native functionality fell short, ensuring the platform could handle the full complexity of global quoting without compromising maintainability

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