

CHALLENGE
Amphenol ICC is mainly focusing on R&D for both new products and technology development. However it is important to identify the challenges faced by the organization as well. Following are challenges faced by Amphenol ICC in their journey towards Salesforce Automations.
- Time taking manual efforts to keep the multiple system up to date.
- Customer service team had a long path to keep the customer and internal tickets in Salesforce.
- Missing automations to optimize the human efforts and increase ROI on Salesforce.
THE GOAL
The main goals of Amphenol was to
- Increase the ROI on Salesforce and adopt best practices for platform utilization.
- Introduction of automation and workflows to shorten up the different customer service processes and optimize the efforts of the hard working team.
- Have a single source of truth for powerful analytics.
- Increase customer satisfaction with auto-response email implementations.

Key Features
Secured APIs development for integration.
Sales pipeline customization.
Duplicate data management and handling.
Email-to-case setup for complex workflows.
Auto Response Rules Setup to increase customer experience.
Enhancement in case management workflow.
The Result
Quality and effective customer service leads to improved customer satisfaction on the services and products provided by Amphenol ICC and ultimately leads to the success of the entire organization. Therefore with the integration of Salesforce with key systems Amphenol was able to achieve the following results.
- Integration of Salesforce improved productivity of team.
- Email-to-case and Auto Response rules helped to increase the customer satisfaction.
- Automated workflows, channelized and increased the focus of the customer service and sales team.
- Key decision making because of Salesforce as a single source of truth.
- Overall increase on Salesforce ROI.
Highlights
Integration with Magento for Customers and Enquiry.
Implementation of enhanced sales processes utilizing out-of-the-box sales cloud capabilities
Automated workflows to minimize and channelize the team efforts
Email-to-case implementation.
Technology Stack
Cloud Services
Front-end
Backend
Other Frameworks / tools