Salesforce Sales/Service Cloud Consultation and Development

As a Salesforce Consultant and Developer, I led the end-to-end Sales and Service Cloud implementation for Fortune Agromart and Fortune Rice Limited, two leading enterprises in the agriculture and FMCG sectors. The objective was to streamline their B2B and B2C sales operations, automate service workflows, and provide a unified view of customer engagement across departments.

🔧 Key Contributions: Sales Cloud Customization: Designed and configured lead-to-opportunity workflows, customized product catalogs, and set up territory management for regional sales teams. Enabled seamless handling of long and short sales cycles with automation tailored for each.

Service Cloud Setup: Implemented case management, email-to-case, and agent assignment rules. Developed custom queues, escalation processes, and automated SLAs to support post-sale issue resolution and distributor service handling.

Process Automation: Built complex Flows, validation rules, and scheduled Apex jobs to automate recurring tasks like lead assignments, payment follow-ups, and stock inquiries from field sales agents.

Reports and Dashboards: Created real-time dashboards for leadership teams to monitor pipeline health, open service cases, customer segmentation, and field team performance.

Integration with Field Teams & External Systems: Integrated Salesforce with field force management tools and internal ERP systems for real-time data sync of stock availability, delivery schedules, and payment status.

Security & Access Management: Designed a role-based access model supporting sales reps, supervisors, service agents, and management with granular visibility and record sharing rules.

✅ Outcome: Increased lead conversion and service request resolution by over 40%

Centralized data across sales, logistics, and service teams

Improved decision-making with real-time dashboards and data-driven workflows

Scalable CRM infrastructure ready for future expansion across multiple regions