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Client background

The company is a leading manufacturer of medical and industrial electronic equipment, offering innovative products like electrosurgical units and LED light sources. Its advanced medical devices use high-frequency technology to enable precise, safe, and efficient surgical procedures—enhancing patient outcomes while ensuring reliability, quality, and compliance with global healthcare standards.

Challenges

  • The client faced fragmented systems and manual processes impacting sales, service, and dealer operations. Key challenges included:
  • Lack of a unified platform for managing sales, service, and dealer interactions
  • Manual lead-to-order cycle slowing down sales processes
  • Limited visibility into complaints, maintenance, and warranty management
  • Absence of real-time dashboards for performance tracking
  • Need for mobile access to improve field productivity and communication
  • Data security and scalability concerns for future growth

Solution Delivered

  • Atman implemented a centralized Salesforce Customer 360 platform to unify operations and automate workflows:
  • Unified CRM: Connected sales, service, and dealer operations for a 360° view
  • Sales Cloud Implementation: Automated lead-to-order process with CPQ for quotations and approvals
  • Service Cloud Enablement: Managed complaints, maintenance, and warranties with ERP integration for real-time updates
  • Community Portal: Built a dealer portal for order placement, stock checks, and support requests
  • Mobile Enablement: Provided mobile access for field teams to update tasks and close cases
  • Collaboration Tools: Integrated Chatter and Flow Automation for streamlined communication
  • Data Cloud Integration: Leveraged Agentforce and Data Cloud for advanced analytics and customer insights
  • Role-Based Security: Applied controlled access and audit logs for compliance

Results

  • The transformation delivered measurable benefits:
  • 100% Visibility across sales, service, and dealer operations
  • 65% Faster Sales Cycle with automated lead-to-order workflows
  • 50% Quicker Service Response via centralized case management
  • 88% Higher Dealer Satisfaction through self-service and real-time tracking
  • 86% Reduction in Manual Communication and approvals
  • 65% Improved Accuracy with real-time dashboards
  • 87% Higher Field Productivity via mobile access and automation
  • 360° Unified View enabling smarter, data-driven decisions