Adoption of organisational group customer changes into integration layer to global cloud CRM

Salesforce.com is used to implement sales and service management at the customer. The complete lead-to-cash process starting with the first contact of a potential customer, via opportunity handling to the deal is covered by the features of the system. Repair visits of technical experts are planned based on inbound customer complaints as well as regular maintenance visits as granted by individual service contracts. A planning board helps to identify and assign the appropriate field service engineer based on availability, skills and technical requirements of each service visit. The engineers document their work in Salesforce from where it's forwarded to the ERP system for invoicing. Spare parts ordering and management completes the features of the service module.