Customer Information and Business Plan
- Customer
- Jaysynth Group
- Project manager on the customer side
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- IT Provider
- Salesforce
- Year of project completion
- 2025
- Project timeline
- March, 2024 - January, 2025
- Project scope
- 340 man-hours
- Goals
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To unify customer information and business planning across all divisions into a single integrated platform.
To streamline the entire process — from lead generation to order fulfillment and post-sales support.
To provide divisional heads with real-time data and interactive dashboards for more effective strategic planning.
To enhance the efficiency of the service support team through better monitoring and faster issue resolution.
To enable top management to instantly analyze each division’s performance.
To automate the generation and submission of business reports, improving overall efficiency and decision-making quality.
- Project Results
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Overall, this project has revolutionized the organization’s approach to managing its sales, service, and marketing functions. By integrating all operations onto a single platform, it has enhanced efficiency, reduced manual effort, and improved customer satisfaction. Real-time dashboards provide top management with instant insights into divisional performance, supporting faster and more informed decision-making. The system fosters seamless collaboration between teams, ensuring timely order execution and proactive service response. This initiative marks a significant move toward a unified, intelligent, and data-driven business ecosystem.
The uniqueness of the project
This project brings sales and marketing teams together on a unified platform, eliminating the need to switch between multiple systems to access information. It minimizes manual errors and ensures a robust, streamlined workflow. Marketing teams can easily track lead conversion rates from specific campaigns through detailed reports, while sales teams benefit from readily available, qualified leads to drive business growth.By incorporating key metrics for business analysis, regional managers and stakeholders can make informed strategic decisions. The platform enables easy tracking of sales team performance, allowing for timely and effective decision-making. It also provides valuable insights that support top management during performance evaluations and appraisals.- Used software
- This project is designed using Sales Force Platform. Since this is cloud base solution all that you need is a good internet connectivity.
- Difficulty of implementation
- With multiple business divisions operating across diverse verticals, bringing everything onto a single platform was a complex task. Designing forms that catered to the unique requirements of each division proved challenging, especially given the wide product range covering both trading and manufacturing. Mapping business needs accurately required deep collaboration and careful analysis. Change management was tough but achievable through consistent communication and one-on-one meetings with stakeholders and key users, which helped streamline the process. After gathering detailed inputs from all divisions, the focus shifted to aligning and integrating the information effectively to ensure comprehensive coverage. Conducting training sessions for team members was another major challenge, as the user base varied in roles, technical proficiency, and functional requirements. Despite these hurdles, the collective effort led to successful adoption of the unified system.
- Project Description
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This project was conceptualized and implemented to bring the sales, service, and marketing teams onto a single, integrated platform, enabling end-to-end visibility, collaboration, and efficiency across all business functions. The goal was to streamline processes, enhance transparency, and empower every stakeholder—from frontline executives to top management—with real-time insights for smarter decision-making.
1. Lead Generation
The system enables efficient capture and management of potential customer information, including business size, industry segment, and market area—valuable data that supports targeted marketing and cross-selling opportunities. It also records customer budgets and future business potential, helping teams prioritize high-value leads and align sales efforts accordingly. With centralized lead management, marketing and sales teams can work in sync, reducing redundancies and ensuring every opportunity is pursued strategically.
2. Opportunity Tracking
Opportunities move through clearly defined stages, each with an associated probability level that helps forecast the sales pipeline with greater accuracy. Automated quotation generation and an integrated approval process make the workflow more efficient and transparent. In the case of a lost opportunity, the system captures the reason, allowing senior management to review patterns and make informed strategic adjustments. For won opportunities, customer satisfaction reports help assess the likelihood of repeat business and build long-term client relationships.
3. Service and Complaint Handling
The platform seamlessly integrates post-sales support to ensure prompt response and resolution. Once a service request or complaint is logged, it is automatically assigned to the relevant project or service engineer based on the nature of the issue. Customers receive instant WhatsApp notifications confirming complaint registration, along with the name and contact details of the assigned engineer. This not only enhances customer satisfaction but also establishes accountability within the service team.
4. Order Processing
When an opportunity is converted into an order, the sales team inputs detailed product requirements through a structured prerequisite form. This ensures smooth coordination between the production planning and procurement teams, helping them execute orders within the committed timeline. Real-time reporting allows the sales team to monitor project progress across different stages, ensuring transparency and timely delivery.
Dashboards and Business Insights
The system provides role-based dashboards for the sales, service, and marketing teams—offering a clear and comprehensive picture of business performance. Visual insights such as Top Regions, Top 10 Accounts, and Top 10 Products enable management to quickly identify growth areas and make data-driven decisions.
For the service division, detailed tracking of product serial numbers and corresponding resolutions helps identify recurring issues and build a knowledge base of solutions. This database serves as a valuable reference for future problem-solving, reducing downtime and improving service quality.
- Project geography
- The project was implemented across multiple business divisions spread over various regions, ensuring uniformity in operations and data flow. It connects sales, service, and marketing teams from different geographical locations onto a single digital platform, enabling seamless collaboration and real-time visibility. Regional offices and field teams can now access the same information simultaneously, improving coordination and decision-making. The centralized system allows top management to monitor performance and customer engagement across all territories, ensuring consistent business processes and customer experiences regardless of location. This unified approach has enhanced communication, reduced operational silos, and strengthened the organization’s overall reach and efficiency across regions. The company operates in India.