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Optimizing Salesforce Service Cloud for NatSteel to boost ROI and performances

#DigitalTransformation #SalesforceServiceCloud

“Employing Ranosys’ expertise and consulting in Salesforce, NatSteel reduced its licensing costs by 40% by migrating from Service Cloud to Platform licenses without hampering data integrity or affecting any of its processes and operations. “

In existence since 1967, NatSteel is a leading Southeast Asian company that delivers premium reinforcement steel products and solutions to the construction industry. Incorporated as National Iron and Steel Mills, NatSteel has played an instrumental role in building Singapore’s landscape and is used in most of the construction projects island-wide. Its flagship plant in Singapore boasts one of the largest single downstream rebar fabrication operations in the world. Moreover, it is also the only local steel mill with an integrated upstream and downstream operation manufacturing steel through recycling scrap and fabricating it as per a customer’s needs. 

With operations spanning across, the NatSteel Group, as a subsidiary of Tata Steel, produces over 2 million tonnes of steel annually and continues to build itself as a leading steel producer in Southeast Asia. 

 

Website: https://www.natsteel.com.sg/

Industry: Real Estate and Construction

The goal
The Challenge

 

As a leader in steel production and manufacturing, NatSteel leveraged Salesforce Service Cloud as their customer support platform embedded on their websites. An offering from world’s #1 CRM platform, Salesforce, Service Cloud empowered NatSteel to connect with customers across several channels, bridge the gap between agents and customers, and offer superior support solutions. However, NatSteel was leveraging case objects only as a part of Service Cloud license and was not utilizing the application’s full potential. The hefty licensing costs for the same made them consider re-migrating from Salesforce to any other platform.  
 

The Goal

 

NatSteel was looking for a Salesforce Partner who could assist them with their current licenses, suggest if they should switch it, and the best platforms available for the same in the market. Our certified Salesforce advisors performed a health check of their organization platform and suggested they shift their current license to the platform license to not cause any harm to their operational systems and save recurring license costs. The next steps; our experts modified the security setting to role-based access, hence, allocating the right profiles and designation with the right permissions. Our team also linked their existing Visualforce pages to the custom case object created, converted triggers to flows as part of best practices and utilizing maximum standard functionalities, assisted with migration of data records to new objects and seamless management of existing workflow relationships and hierarchy.

Responsive Design of NatSteel Website

The Results

Our Salesforce experts assisted The NatSteel Group with optimization of licenses by migrating from Service Cloud to Platform licenses, thereby, reducing the licensing costs by as much as 40%. Moreover, our team efficiently and seamlessly migrated data records without affecting existing processes or functionalities, all while maintaining data integrity.

TESTIMONIAL

Customer Review

Rating

Appreciate Ranosys team for their dedication & commitment in executing the project. The project was successfully implemented as per expectations & project timelines. Commend everyone who were involved for the efforts in managing risks & timely execution.

Highlights

Conducted Health Check and prepared audit report for Natsteel’s Salesforce.org

Converted Triggers into Flows to utilize the standard functionalities and best practices

Assigned users on the new Salesforce Platform license

Created Profiles and permission sets to provide the same existing functionalities to the users

Data migration from the existing standard object to custom object including attachments

Change in license has no impact on functionality of the existing system

Technology Stack

Frameworks & Tools

Salesforce Service Cloud
OUR SUCCESS STORIES

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