Summary
The client, a global leader in data integration and cloud management solutions, partnered with Sonata Software to enhance its customer support and operational efficiency. Sonata re-engineered the client’s Salesforce Service Cloud and CPQ setup, integrated third-party systems like Workday and Oracle Fusion Cloud, and established a 21×5 dedicated support desk. These initiatives streamlined processes, improved visibility, and reduced issue resolution times by 30%.
Customer overview
A US-based software company specializing in enterprise cloud data management and data integration solutions.
Headquarters
California
Revenue
1.6 billion
Destinations
31+ countries
Pressure points
The client faced significant operational inefficiencies due to fragmented systems, limited support availability, and challenges in data unification. Multiple tools and disjointed processes slowed down issue resolution and impacted customer satisfaction.
Lack of customer support during non-business hours
Inefficient delivery model impacting customer satisfaction
Multiple data sources for resolving product and pricing issues
Integration challenges between Oracle Fusion Cloud ERP and Workday
Overhead in maintenance and quote capture due to complex product hierarchies
Difficulty in assimilating organizational knowledge and resources
Solution highlights
Sonata Software designed a comprehensive Salesforce-based solution to address the client's operational challenges. By enhancing Salesforce Service Cloud and Salesforce CPQ capabilities, Sonata created a centralized platform for product and pricing management.
Case management was introduced to track customer issues
Integrated with 3rd party tools to reduce the time taken switch between screens (Workday and Oracle Fusion Cloud)
Performed code or configuration fixes on the production issue in sales cloud
Introduced a fixed and floating pool of developers, system administrators, and QA analysts for ongoing and future roadmap items
Provided 21×5 application support to address the business-critical issues across India, EMEA and US time zones
Established immediate engagement processes to address business-critical issues
Results that speak volumes
Streamlined global sales and service operations
Enhanced visibility across projects and organizational levels
Improved quality control and standardized processes
Enabled a scalable, hybrid operational model supporting 31 countries
By the numbers
30% improvement in sales process efficiency through lead automation
30% reduction in issue resolution time
