Automotive
Modernizing Service Operations and Driving Customer Excellence for Dana
Industry: Automotive
Executive Summary
The organization operated a legacy case-management environment with limited visibility and automation. Increasing email and file volumes were consuming Salesforce storage, while older automation technologies created maintainability challenges.
Client: Our client, a leading automotive components manufacturer, needed to improve service operations and case management through Salesforce.
Background
The organization operated a legacy case-management environment with limited visibility and automation. Increasing email and file volumes were consuming Salesforce storage, while older automation technologies created maintainability challenges.
Challenge
The client faced excessive Salesforce storage consumption, legacy Workflow Rules and Process Builders, limited case-lifecycle visibility, performance issues, production-support requirements, and complex Profiles, Roles, and Permission Sets.
Strategy
Service Cloud | Data Cloud | AWS Integration | Flosum | Salesforce Flow | Lightning Web Components | APIs
Solution Overview
Info Services implemented Salesforce Service Cloud, migrated legacy automation to Salesforce Flow, developed an email and file archival framework integrated with AWS S3, built Lightning Web Components, integrated Salesforce with AWS and enterprise applications, and used Flosum for CI/CD and deployment management.
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