Overview
Soprema is a France-based global manufacturer of products in the roofing, building envelope, and civil engineering sectors. Contractors using Soprema products in their projects must complete a registration process providing details needed for issuance of warranty. This process and customer experience had many challenges including:
- A dated and inflexible web form experience for customers, disconnected from the customer’s account details
- A platform with limited ability for the Soprema team to fix bugs or make enhancements
- Projects routing through internal employee processes without visibility to overall status
Solutions
- Discovery, design, and roadmap phase defined the future project registration experience for customers
- Defined the ways that Salesforce Experience Cloud (Communities) and Sales Cloud would be architected together to enable this experience
- Multi-phase build effort to move the entire experience to Salesforce-enabled technologies, then enhance
- Lightning web components used throughout solution, making it easily extendable and manageable by the Soprema team post-launch
- Future enhancements of an authenticated contractor experience that surfaces personalized account-details from Salesforce CRM out through Experience Cloud
Platforms
- Salesforce CRM
- Salesforce Experience Cloud
Impact
- Efficiencies gained in reducing legacy technical debt and standardizing on salesforce platform
- Will be able to fully automate project registration in an authenticated web experience
- Solution extendable to all other business units
Salesforce
the new standard for customer experiences
