Haceb: SAP-Salesforce Integration Boosts Technical Service 4.0
Centraal Software Studio collaborated with Industrias Haceb, a leading appliance company in Colombia, to bring their vision of cutting-edge technical service to life.
Our integrated and scalable solution not only materialized Haceb's ambition to optimize its processes but also provided real-time visibility, resulting in a remarkable improvement in operational efficiency and customer satisfaction.
Client Context
The client identified an opportunity to evolve their technical service department. With an advanced approach, the company sought to move beyond their legacy case management system and optimize their white goods inventory management.
The Vision for Improvement
Haceb identified key areas of opportunity to drive efficiency and growth in their technical service:
- Upgrade their case management system to align with the company's growth ambitions.
- Optimize white goods inventory management to improve parts tracking and technician allocation.
- Implement real-time visibility into technical service operations to identify improvement opportunities and optimize processes.
- Automate manual processes to streamline customer service and reduce operational costs.
Centraal’s Solution
Centraal designed and implemented a solution that brought the client’s vision to life:
- Technical Service API:
- We developed a RESTful API that served as a bridge between Haceb’s SAP system and their Salesforce CRM platform.
- This API facilitated real-time data transfer, including material integration, inventory movements, service billing, and pricing.
- Customer Self-Service Portal:
- We integrated the API with Haceb’s Identity Manager to create a cutting-edge self-service portal.
- This portal allowed customers to schedule appointments and track their service cases autonomously, aligning with the company’s vision of first-class customer service.
- Advanced Analytics Solution:
- We implemented a second API using SOQL to extract data from Salesforce and load it into Azure Data Lake.
- Azure Functions were used to efficiently transform and analyze this data.
- We created interactive dashboards in Power BI to provide the comprehensive real-time visibility that the client sought for their technical service operations.
The integration of Salesforce Field Service was seamless thanks to Centraal. Their highly skilled facilitators and empathetic, collaborative approach were key to our success.
Collaborative Implementation Process
Our agile approach perfectly aligned with Haceb’s culture of innovation:
- We began with a thorough analysis of existing systems and Haceb’s objectives.
- Developed the technical service API in two-week sprints, allowing close collaboration and frequent adjustments.
- Worked closely with Haceb’s IT team to ensure smooth integration with their SAP and Salesforce systems.
- Implemented the self-service portal and analytics solution in phases, allowing for gradual adoption and continuous user feedback incorporation.
- Conducted training sessions for Haceb’s staff, ensuring a smooth transition to the new solution.
Results and Benefits
The implementation of our solution drove the transformation of Haceb’s technical service:
- Seamless integration between SAP and Salesforce, improving operational efficiency.
- Process optimization significantly reduced errors and streamlined customer service.
- Activation of white goods billing, improving operational efficiency and financial accuracy.
- Optimized inventory management, increasing profitability.
- Empowerment of customers through the self-service portal, freeing up call center resources.
- Informed decision-making and process optimization thanks to intuitive Power BI dashboards.
- Increased scalability of the technical service business, preparing Haceb for sustainable future growth.
- Notable improvement in service coverage and quality.
- Optimized data resources for field technicians, even offline, maximizing efficiency under all conditions.
We orchestrated the integration with SAP PO people-centered SAP CPI, and developed a API RESTful to connect SAP with Salesforce FIELD SERVICES. We implemented Azure Functions for serverless data processing and use Azure Data Lake to store large volumes of information. We extracted data from Salesforce using SOQL and created visualization dashboards with Power BI. We facilitated team collaboration through Miro.