A consumer goods manufacturing company offers its products to end consumers via multiple online and offline channels. It runs its own e-commerce store as well as lists its products on multiple marketplace platforms like Amazon, Flipkart, Tata Cliq, etc. Consumers may buy their products from traditional brick and mortar stores as well as from large format stores. For any issues or queries, the end customers can reach out via social media, Email, Whatsapp, Website Chat, Chatbot or via Phone.

Our team leveraged Salesforce as the system of record to collect data from various different platforms and to manage the omnichannel support model required to run operations at this scale.

The end result was that the

• Single source of truth for customer records available
• Supporting multiple channels through a single-window possible
• Order & customer history available in the same place
• Integrated systems and automated processes improve productivity and reduce unnecessary overheads

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