- Unified website, WhatsApp, and inbound leads into a single Salesforce CRM with seamless data capture.
- Automated lead routing, deduplication, and queue-based prioritization to accelerate response times.
The client
A market-leading competitive exam publication company with a 30+ year legacy in academic publishing. The organization has deep roots in Northern India with physical operations across major cities and an extensive distributor and retail network.
The company operates across multiple product lines including competitive exam magazines, books, stationery, and rapidly growing digital subscriptions — catering to both B2C and B2B segments. With growing online lead volumes and expanding field operations, the business was at an inflection point for digital transformation.
The problem
Despite strong brand equity and market trust, the organization’s internal sales and distribution operations were heavily dependent on manual processes, resulting in inefficiencies, data silos, and limited visibility.
Fragmented Sales Operations
- No centralized CRM to manage leads, customers, distributors, or orders.
- Sales tracking depended on Google Sheets, emails, and phone calls, leading to duplication, errors, and delays.
Field Sales Inefficiencies
- Field representatives visited distributors daily but lacked mobile tools to record visits, orders, or feedback.
- Reporting was manual and retrospective, limiting real-time decision-making.
Disconnected Marketing Channels
- Website leads, WhatsApp inquiries, and inbound campaigns operated in isolation.
- No clear visibility into lead sources, conversions, or follow-ups.
Data Security & Scalability Risks
- A previous data breach had raised serious concerns around system security, governance, and future scalability.
- Leadership lacked real-time dashboards to track performance, slowing response and growth.
The solution
Worxwide partnered with the client to reimagine its fragmented sales and distribution processes into a digitally connected ecosystem.
- Digital Unification: Consolidating scattered spreadsheets, manual reports, and disconnected communication channels into a single digital platform—providing real-time visibility across leads, orders, and field operations.
- Intelligent Process Automation: Replacing manual tracking with automated lead routing, field visit logging, distributor engagement, and proactive alerts to improve responsiveness and accountability.
- Data Governance & Scalability: Establishing secure, compliant, and role-based data structures that could scale across future business lines and geographies.
Centralized Lead & Customer Management
Field Sales Mobile App
- Enabled field teams to log store visits, orders, and feedback in real time via a mobile-first Salesforce app.
- Supported offline access, dynamic forms, and responsive custom components for on-ground efficiency.
Distributor Management Module
- Built a scalable distributor and order data model with performance and inventory tracking.
- Delivered a secure distributor portal with role-based dashboards and partner-specific access controls.
Automated Workflows & Notifications
- Implemented Record-Triggered Flows, Approval Processes, and Scheduled Apex Jobs for reminders, renewals, and escalation handling.
- Used Email Alerts, In-App Notifications, and Chatter automation for proactive communication.
Integrated Dashboards & Analytics
- Delivered real-time dashboards for leadership to track KPIs, conversions, and regional performance.
- Enabled faster, data-driven decision-making with a single source of truth across teams.
Our work in action
Outcomes
Rapid Lead Conversion Velocity
65% faster lead response time through automation
Real-Time Distributor Ecosystem Visibility
Improved distributor engagement with real-time visibility
Data Accuracy & Operational Integrity
Reduced manual errors by 70% through centralized data entry