Customer 360 Transformation for a Leading Manufacturer in Indonesia
Project Details 📄
One of the largest manufacturing companies in Indonesia, operating across multiple warehouses and markets, with a complex ecosystem of enterprise systems including Salesforce, SAP, Order Execution System (EOS), and Claims platforms.
Challenges ⚠️
✅ Disconnected customer, partner, and end-user data across platforms
✅ No unified view of orders, stock, claims, or customer interactions
✅ Manual reconciliation between Salesforce, SAP, EOS, and Claims systems
✅ Limited visibility for sales teams on real-time stock availability
✅ Low operational productivity (approximately 5% efficiency)
The Results 📊
Faster decision-making for sales, service, and operations teams
3X
Reduced manual work and data inconsistencies
40%
Improved SLA adherence and customer satisfaction
89%
Sales teams gained real-time visibility into customer data, orders, stock availability & claims status
Solutions 💡
✅ EOS ↔ Salesforce: Synced order data and order status
✅ SAP ↔ EOS ↔ Salesforce: Real-time stock availability across multiple warehouses
✅ Claims System ↔ Salesforce & SAP: Centralized claims tracking and processing
✅ MuleSoft-based API-led connectivity architecture
