Customer Success Story: TOTO, USA


By Canpango

Leveraging Salesforce to Automate Warranty Processes

TOTO, the world’s largest manufacturer of bathroom fixtures and fittings, was looking to enhance their customer experience by streamlining their complex warranty process.

 

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THE CHALLENGE: COMPREHENSIVE WARRANTY PROCESSES

Previously working with another implementation partner, TOTO chose Canpango’s implementation and consulting services to reduce costs and automate their warranty program.

THE PROCESS: CONFIGURING SALESFORCE WORKFLOWS

Canpango’s consulting team performed an upfront discovery session to learn the ins and outs of TOTO’s business processes. Prior to automating their processes, TOTO manually created cases in Salesforce for parts requests they received from partners. Canpango helped automate their processes so when partners place a parts request, a case is automatically created in Salesforce.

THE VALUE: EFFICIENT, AUTOMATED PROCESS

> Automated emails with tracking information and expected delivery date.
> Streamlining parts requests cut the process down from 20 minutes to just seconds.
> Online training documentation for internal teams.
> Open communication with repair center to keep sales informed of order statuses.
> Eliminated duplicate workload

THE RESULT: UNIFIED CUSTOMER SUPPORT

TOTO now is able to provide unified support for their customers. Warranties and other important information are now embedded into case details and the repair center is automatically notified of necessary parts. TOTO eliminated duplicate work by fully automating their system so cases are made instantly when partners place requests. Now, when a case is created, TOTO employees are notified so they can review the order and submit it for approval.

 

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