Sales Flow Supercharge: Coforge’s Journey to UX-Driven Efficiency
Overview.
A leading distributor in the building material sales industry faced significant challenges with their outdated CRM system. Sales reps struggled with disjointed tasks, call center reps needed better performance tracking, and manual processes burdened everyone. This hindered their ability to qualify leads efficiently and manage tasks effectively
In the high-octane world of building material sales, a leading distributor was experiencing a conversion roadblock. Their legacy CRM, once a sturdy pick-up truck, had become a lead nurturing maze. Sales reps, the company’s revenue architects, were buried under an avalanche of disjointed tasks, hindering their ability to qualify leads with surgical precision. Sales users craved a centralized view of tasks for better management, call center reps desired a more comprehensive performance tracking page, and manual tasks burdened everyone’s workday.
Solution.
We implemented a multi-pronged approach to improve sales efficiency. First, we upgraded the org to the Lightning Experience. This leveraged advanced features and a user-friendly interface. Next, we tackled task management by utilizing Salesforce’s latest coding framework to build a custom screen to provide a centralized user-friendly interface. For call center reps, we enhanced the performance tracking screen using Lightning Web Components (LWC). This ensured data relevance, incorporated modern UI elements. Finally, we employed Salesforce’s latest automation tools to eliminate repetitive manual processes.
The Impact.
Enhanced Productivity: Enhanced Productivity: Improved user experience, faster page load times, and a centralized task hub boosting productivity.
Streamlined Navigation: Reduced navigation time between records and a consolidated task overview on a single page empower sales users to work smarter, not harder.
Performance Clarity: Call center reps and line managers benefit from effective and accurate performance tracking
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