• Client

    Vision India

  • Service

    Salesforce Implementation

  • Industry

    Optical Manufacturing

  • Company Size

    500+

The client

A prominent Indian manufacturer of optical products — serving a network of distributors, institutional clients, and end-user markets across the country — was operating its commercial and service operations almost entirely on spreadsheets and manual processes. With a complex product portfolio involving multi-component assemblies, AMC-linked warranty obligations, and a distributed partner network lacking digital access to inventory and order status, the business was increasingly unable to meet the responsiveness and transparency standards that its distributors and institutional clients expected. 

The problem

As order complexity and partner network size grew, the manufacturer’s Excel-based sales, service, and inventory management infrastructure was generating errors, missed renewals, and decision-making delays costing the business both revenue and distributor confidence. The absence of a unified digital platform was constraining growth and preventing the organisation from scaling its operations with the efficiency its Indian market position required. 

 

  • Excel-Based Operations Creating Errors and Decision Delays — Sales, service, and inventory data managed entirely through spreadsheets across India were generating data errors, reconciliation delays, and blind spots in commercial decision-making. As transaction volumes increased, the limitations of manual data management became more acute — creating operational risk and customer experience failures. 
  • Distributors Without Digital Access to Inventory and Orders — The distributor network had no digital self-service capabilities — no portal for checking inventory availability, tracking order status, or accessing product information. Partners were dependent on phone and email communication with internal teams for routine information requests, consuming sales team bandwidth and creating frustration. 
  • Missed Renewals and Delayed Support from Manual Workflows — AMC renewals, warranty service communications, and support follow-ups were managed manually — generating missed renewal windows, delayed support responses, and inconsistent customer communications costing the business recurring revenue and customer relationships. 

OUR SOLUTION

Worxwide deployed Salesforce Sales and Service Cloud to automate lead management, opportunity tracking, and service workflow execution across the business. Custom inventory and warranty modules were developed to track multi-component products and automate AMC renewal notifications. A partner Experience Cloud portal was launched to give distributors real-time access to order status and inventory information, and automated reporting and notification systems were implemented to improve team collaboration and customer engagement quality. 

 

  • Salesforce Sales and Service Cloud Full Deployment — A comprehensive Salesforce implementation across Sales Cloud, Service Cloud, and integrated product modules replaced the Excel-based commercial infrastructure with a unified, automated platform — giving every team member a single, accurate view of the pipeline, customer history, and service obligations. 
  • Custom Inventory and Warranty Modules for Multi-Component Products — Bespoke modules for multi-component product tracking and AMC warranty management automated renewal notification and service scheduling workflows that had previously depended on manual calendar management — eliminating missed renewals and ensuring consistent, timely customer communications. 
  • Partner Experience Cloud Portal for Distributor Self-Service — A dedicated Salesforce Experience Cloud portal gave distributors real-time, self-service access to inventory availability, order tracking, and product information — freeing internal teams from routine information requests and giving partners the transparency they needed to manage their own operations effectively. 

Our work in action

The Impact

60% Acceleration in Sales Cycle Duration

The combination of automated lead management, structured opportunity workflows, and real-time pipeline visibility reduced the average sales cycle duration by 60% — enabling the business to progress more opportunities more quickly and improve its commercial conversion rate across India.

70% Reduction in Warranty Processing Errors

Automated warranty module management eliminated the manual entry errors and process inconsistencies that had previously generated a high rate of warranty processing mistakes — improving customer confidence and reducing the operational cost of error remediation.

Scalable Platform Enabling Growth and Partner Satisfaction

 A modern, digitally enabled commercial infrastructure gave the manufacturer the platform foundation needed to scale its operations, onboard new distributors efficiently, and deliver the responsiveness and transparency standards that professional distribution partners expected. 

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