Sales & Service Cloud Optimization for a Global Utilities Enterprise

A prominent multinational utilities provider, operating across several regions, was dealing with significant challenges stemming from siloed systems and heavily manual workflows. With customer expectations rising and operations growing increasingly complex, the organization turned to us for a digital transformation. Through strategic implementation of Salesforce Service Cloud and Sales Cloud, they achieved remarkable transformation in their sales operations and customer engagement.

Industry

Chemical Manufacturing

Company Size

5K- 10K Employees

Headquarters

Illinois, U.S.A.

Client Overview

A leading global chemical and ingredient distributor specializes in delivering chemicals, ingredients, and value-added solutions to a diverse portfolio of industries. With a strong emphasis on innovation, sustainability, and digital enablement, the company is committed to optimizing supply chain efficiency and delivering exceptional value through technical expertise, strategic partnerships, and scalable global operations.

Challenges

Siloed Operations: Supply chain management operated independently from sales systems, creating operational gaps and communication barriers
Global Coordination Issues: With a globally distributed sales team, stakeholders lacked centralized visibility across different locations and business units
Performance Measurement Difficulties: The fragmented system architecture made it challenging to streamline and measure critical sales metrics including targets versus actuals, sales revenue, and growth projections
Limited Strategic Oversight: Decision-makers struggled to gain comprehensive insights needed for strategic planning and operational optimization

iLink’s Holistic Solution: Smarter, Faster, Seamless

We implemented a tailored Salesforce Sales Cloud and Service Cloud solution, designed to drive visibility, alignment, and efficiency across teams:

Europe-wide Integration: Incorporated sales operations processes across European markets for consistent regional coordination
Supplier Management Unification: Consolidated and unified supplier management processes to eliminate operational silos
Opportunity Intelligence: Implemented systems to identify abandoned opportunities and products, preventing revenue loss
Predictive Analytics: Developed capabilities to predict sales volumes and product demand for strategic planning
Regional Performance Tracking: Established systems to track region-specific targets and actuals for individual salespeople
Localization Support: Translated the entire application into localized languages including French, Spanish, and Italian for European market support

Business Outcome

40% increase in overall sales productivity with centralized pipeline tracking

35% faster resolution time for service cases through automation and structured workflows

95% improvement in customer engagement quality by unifying touchpoints across teams

30% efficiency boost for sales teams through simplified lead-to-deal processes

40% reduction in duplicate orders by aligning sales data with supply chain systems

Conclusion

With Salesforce Sales and Service Cloud fully optimized, the client now benefits from unified operations, real-time insights, and a significantly enhanced customer experience. This transformation not only addressed immediate pain points but also positioned the organization to scale with AI-driven insights and agile decision-making.

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