Industry

Manufacturing

Solution

Salesforce Commerce Cloud

Location

Europe

About the Client

Omega Engineering, headquartered in Norwalk, Connecticut, is a leading instrumentation engineering company in the United States. With over six decades of industry expertise, Omega Engineering specializes in highly engineered process measurement and control solutions across various sectors. Renowned for its customer-centric approach, the company is dedicated to delivering exceptional service and support, making them the preferred choice for cutting-edge and innovative process control solutions.

Business Challenges

Faced challenges due to the lack of integration between Syteline ERP and Salesforce CRM.
Inefficiencies and limitations due to separate storing of customer data.
Service agents had to log in to both Salesforce and Syteline to access order data, resulting in redundant actions and decreased productivity.
Time-consuming and tedious process, resulting in longer customer wait times.
Lack of comprehensive insights hindered effective decision-making and data analysis.

Business Solution

Developed a custom integration between Salesforce and Syteline to streamline data access and increase efficiency.
Implemented asynchronous integration approach and used Boomi as the middleware to ensure scalability and simplify maintenance.
Implemented an error-handling mechanism to handle data processing failures.
Built three key custom integrations in Salesforce to transfer customer data, orders, and estimates.
Designed integration on the Salesforce side to process multiple records simultaneously.

Key Outcomes

Enhanced

Agent Productivity and Visibility

Improved

Customer Service

Comprehensive

Insights for Managers and Supervisors

Data

Accuracy and Reliability

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