• Client

    FCE Lifestyles

  • Service

    Salesforce Implementation

  • Industry

    E-Commerce & Retail

  • Company Size

    200+

The client

A growing Indian e-commerce and direct-to-consumer retail business — managing product sales through a combination of its own website, WhatsApp, and Shopify — had reached the operational scale at which manual lead and order management was creating more friction than growth. With leads arriving from multiple channels, PI creation requiring manual Tally steps, and payment link generation a separate manual process, the business was losing commercial velocity at every stage of the customer journey — and without a unified customer view, upsell and cross-sell opportunities were systematically invisible. 

The problem

The business was managing a genuinely complex commercial operation — multiple sales channels, multi-entity processes, integrated e-commerce, and ERP-linked operations — through a combination of manual steps and disconnected systems consuming team capacity and limiting growth. The cost of this operational fragmentation was measurable in conversion rates, customer experience quality, and the team’s ability to focus on the sales activities that actually drove revenue. 

 

  • No Unified Lead Management Across Website, WhatsApp, and Shopify — Leads arriving from the website, WhatsApp, and Shopify were being managed without a unified system — creating a fragmented customer view, duplicate contact records, and the persistent risk that high-value leads would fall through the gaps between channel-specific tracking approaches. 
  • Manual PI Creation and Payment Link Generation Slowing Conversions — Converting an opportunity into a confirmed order required manual PI generation in Tally, separate payment link creation via Razorpay, and manual communication to the customer — a multi-step process introducing delays, errors, and a poor commercial experience at the most critical conversion moment. 
  • Disconnected Systems Limiting Sales Visibility and Intelligence — The absence of a unified dashboard connecting sales performance, inventory levels, and customer interaction history made it impossible to track pipeline health, identify conversion bottlenecks, or spot cross-sell and upsell opportunities with existing customers — limiting both operational efficiency and revenue intelligence. 

OUR SOLUTION

Worxwide implemented a comprehensive Salesforce platform with custom lead validation, deduplication, and qualification workflows tailored to the business’s multi-entity process. API integrations with Tally, Razorpay, and Shopify were built to automate PI generation, payment link creation, and sharing via email and WhatsApp. Salesforce objects and mappings were designed for Shopify product data, multi-component SKUs, and inventory management, with WhatsApp conversation triggers and automated nudge templates completing the omnichannel customer engagement infrastructure. 

 

  • Custom Lead Validation and Multi-Channel Deduplication — Custom Salesforce configuration — including lead validation rules, duplicate checks, and qualification workflows — unified lead management across website, WhatsApp, and Shopify channels, ensuring every lead was captured, deduped, and routed through a consistent process regardless of its channel of origin. 
  • Automated PI, Payment Link, and WhatsApp Workflow Integration — API integrations between Salesforce, Tally, Razorpay, and WhatsApp automated the end-to-end conversion workflow — generating proforma invoices, creating payment links, and sending them to customers via WhatsApp automatically at the point of opportunity confirmation, collapsing a multi-step manual process into a single automated action. 
  • Shopify-Salesforce Product and Inventory Data Mapping — Custom Salesforce objects and mappings for Shopify product data, multi-component SKUs, and inventory management gave the sales team real-time product availability visibility within the CRM — enabling accurate order confirmation and inventory allocation without switching between systems. 

Our work in action

The Impact

40% Faster Lead-to-Order Processing

 The automation of PI generation, payment link creation, and customer communication reduced lead-to-order processing time by 40%, improving commercial velocity and the customer experience at the critical conversion moment for the Indian e-commerce retailer.

Unified Customer View Enabling Upsell and Cross-Sell Intelligence

A unified Salesforce customer record — connecting lead history, order data, product interactions, and communication touchpoints — gave the sales team the complete customer context needed to identify and act on upsell and cross-sell opportunities that fragmented data had previously made invisible.

Phased Onboarding Driving Fast Platform Adoption

 A structured phased onboarding programme ensured the sales and operations team adopted the new Salesforce platform quickly and confidently — maximising the speed at which the business began to realise the commercial and operational benefits of its unified system.

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