The Client
A leading North American manufacturer and global distributor of high-quality shower doors and enclosures, known for innovative design and value.
The Challenges
The company faced increasing operational complexity and the limitations of outdated IT systems. Key challenges included:
- Time-consuming manual sales and service workflows in Salesforce.
- Lack of seamless integration between Salesforce and external systems.
- Need for rapid deployment of features to the manufacturing line.
- Limited mobile accessibility due to the absence of Salesforce Lightning.
- A growing need to enhance customer service using AI.
The Objective
To stay ahead in a fast-evolving market, the client aimed to enhance customer satisfaction, product quality, and internal efficiency. By adopting advanced SaaS technologies—Salesforce CRM, AWS AI services, and Sage X3 ERP—the company transformed its legacy systems into a modern, scalable ecosystem.
The Solution
As a trusted partner, JK Tech led the end-to-end modernization of the client’s Salesforce CRM and surrounding systems. Our cross-functional team focused on automation, mobility, and AI enablement using AWS technologies.
Key Solutions Implemented:
- AWS-Powered Chatbot: Developed an AI-enabled chatbot using AWS Lex and AWS Lambda, deeply integrated with Salesforce Service Cloud and omnichannel support. This ensured quick, intelligent, and 24/7 customer interaction.
- Lightning Platform Custom Apps: Built responsive Lightning apps for return order processing and case-related order data retrieval—used by both customer support and warehouse teams on mobile devices (iPads).
- Mobile-Ready Salesforce Access: Enabled device-agnostic, responsive Salesforce access, significantly improving mobility for frontline staff.
- Integrated Ecosystem: Bi-directional integration between Salesforce and Sage X3 ERP, along with SQL Server database and Riversand MDM tool. This ensured smooth data exchange and streamlined operations.
- Agile Development and CI/CD: Continuous rollouts, custom enhancements, and issue management via CI/CD pipelines—shortening release cycles and improving responsiveness to business needs.
Business Process Diagram:
The Benefits
- Enhanced Customer Experience: The AWS chatbot drastically improved customer service response time and quality, enhancing the entire journey.
- Increased Agent Productivity: Unified customer views in Salesforce Service Cloud boosted agent output by over 25%.
- Operational Efficiency: Automating core business processes simplified workflows for both Sales and Support functions.
- Faster Release Cycles: Reduced production deployment time by nearly 50%, enabling faster go-to-market and adaptability.
