The client
The client is the India subsidiary of a UK-based global manufacturer of precision optical and microscope solutions, serving industrial, research, and scientific customers across multiple regions. With growing operations across India and Southeast Asia, the organization relied heavily on manual, spreadsheet-based workflows to manage sales, service, warranties, and partner interactions. As business complexity increased—particularly around multi-component products and regional partner coordination—the client sought a scalable digital platform to unify processes and improve visibility across functions.
The problem
The client’s core business processes across sales, service, inventory, and partner management were manual, fragmented, and disconnected, limiting scalability and slowing customer response. Lack of digital traceability for complex, multi-component products and the absence of partner-facing systems created operational silos, errors, and missed revenue opportunities across regions.
Excel-Driven Sales & Service Operations
- Lead, opportunity, quotation, and service workflows were fully manual and error-prone.
- Reporting and forecasting lacked accuracy and real-time visibility.
Complex Inventory & Warranty Management
- Microscopes comprised multiple components with unique serial numbers, but lacked digital traceability.
- Warranty and AMC renewals were not automated, risking missed renewals and service gaps.
Limited Partner Collaboration
- No digital portal for distributors to track inventory, orders, or leads.
- Coordination between UK manufacturing and local customization teams was slow and manual.
OUR SOLUTION
Worxwide designed and delivered a unified Salesforce solution that replaced manual Excel workflows with an automated, scalable digital system. Leveraging Sales Cloud, Service Cloud, and Experience Cloud, the solution standardized the lead-to-service lifecycle, enabled component-level inventory and warranty tracking, and introduced a distributor portal for real-time collaboration. The platform empowered teams with real-time dashboards, automated communication, and governed access, eliminating operational silos and enabling data-driven decisions.
Salesforce Sales & Service Cloud Implementation
- Implemented Sales Cloud and Service Cloud for unified lead, opportunity, and case management.
- Automated quotations, service workflows, and regional performance reporting.
Custom Inventory, Warranty & AMC Management
- Built custom data models for multi-component microscope tracking with serial-level traceability.
- Automated warranty and AMC renewals with alerts and customer communication.
Partner Experience Portal
- Delivered an Experience Cloud portal for distributors to register leads, track orders, and view inventory.
- Improved coordination between partners, regional teams, and UK manufacturing.
Real-Time Integrations & Automation
- Enabled real-time inventory and order sync using Platform Events and Change Data Capture.
- Implemented Flows, Apex automation, and custom LWCs for scalable operations.
Governance, Security & Observability
- Designed a robust security and sharing model governing record visibility.
- Delivered dashboards, audit fields, and automated notifications for operational transparency.
Our work in action
The Impact
Faster Sales Cycles
Digitized lead, quotation, and opportunity workflows resulted in 60% faster sales cycles across regions.
End-to-End Operational Visibility
Real-time dashboards and automated workflows eliminated data silos across sales, service, inventory, and partners.
Scalable Partner & Service Operations
Partner portals, warranty automation, and inventory traceability enabled scalable growth across India and Southeast Asia.
