Case Studies

PROJECT BACKGROUND

Enabling new business models and world class customer service experience for a Fleet Management company

INDUSTRY: Manufacturing

LOCATION: Lorem Ipsum

Technical Architecture

  •     Salesforce Sales Cloud
  •     Salesforce Communities
  •     Salesforce Service Cloud
  •     Salesforce Live Chat Agent
  •     FreshDesk for Knowledge Management
  •     NetSuite ERP system for Finance and Order Management

CloudPaths was brought in to improve customer support desk productivity. In addition, the clients business strategy included building a channel driven sales model in addition to their existing direct sales model.

Service Cloud enhance Customer Experience and Case Management Productivity

CloudPaths reviewed the existing case management workflows and processes for SLA management and knowledge management. CloudPaths integrated clients existing Knowledge Management system into case management screens, improved SLA management workflows and notifications. CloudPaths also helped the client rollout Live Agent support to enhance customer self service.

Partner Communities to drive revenue growth

CloudPaths architected and designed a Partner Community experience for the clients channel partners. The Partner Community enables full lifecycle partner management including onboarding, training, marketing, lead capture and allocation, pipeline management and third party customer support.

Capabilities Delivered

  •     Rollout of Partner Communities Portal for Channel Sales
  •     Org design and team enablement to support for Channel business model
  •     Capability to onboard new Channel Partners through “Community Member Onboarding”
  •     Rapid response to leads through integration with HubSpot and notifications
  •     Customized Community Portal for Azuga branding and design language
  •     Migrated to Service Cloud with 100,000 historical attachments from Zoho to Service Cloud
  •     Enabled monetization of Services through Service Leads and Opportunities
  •     Lead management and de-duplication of leads for Partner Users
  •     Integrated FreshDesk Knowledge Management with Community Portal for Partner Self Service
  •     Custom reports and Dashboards for Partners and Partner Management
  •     Self paced training for partners through videos and collaterals
  •     Complex programming for better SLA Management through triggers, notifications and escalation rules m
  •     Complex programming for better SLA Management through triggers, notifications and escalation rules m
  •     Automated case status updates to customers
  •     Integrated Salesforce Live Agent support with clients web portal
  •     Customized Pre-Chat form to query existing cases for improved agent productivity
  •     Change Management, training and rollout
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Vijay Tripathi

VP & Financials Practice Lead

Strong Financial ERP functional leadership knowledge across industry verticals, with twenty years of consulting experience. Led, architected, and implemented large financial transformation initiatives. Expertise with Enterprise Cloud SaaS ERP (NetSuite) and EPM solutions. Expert at NetSuite driven financial transformations and thought leader and speaker at SuiteWorld on Advanced Revenue Management, and Project Management.

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Irene Jones

VP of Customer Success 

20+ years leading global consulting and delivery teams with experience in SAP for industries of consumer products, pharmaceuticals, life-sciences, telecommunications, high-tech, and mill products & mining.  Comprehensive guidance in providing solutions from strategy to winning technology implementations that transforms enterprises.  Holds a degree in Business Management and is PMP Certified.

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Tushar Bhalla

CTO

Chief Technology Officer with 17+ years in SAP Digital Supply Chain, including SAP IBP, APO, and Ariba. Led cross-functional teams and delivered results across 17 industries and 33 customers. Collaborated with SAP on co-development of SAP IBP solution. Strong understanding of technology landscape and ability to drive technology strategy and innovation. Passionate about driving change and innovation.

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KV Subramaniam

Founder & COO

30+ years of industry experience in HR & Operations. Worked for NIIT, Ramco, Accenture. Led varied business initiatives ground up including talent & Compensation management aligned with industry standards.

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Jeff Pigatto

VP & Customer 360 Practice Lead

Consulting leader with 25+ years of consulting 12 years in the Salesforce ecosystem delivering Sales, Service, Marketing, CPQ, and Industry Cloud solutions.  Experience in Financial Services, Communications, Media, Information Services, High Tech, Transportation and Logistics, and Healthcare with leading Global System integrators (GSIs), such as Anderson Consulting (Accenture), AT&T, Fujitsu, and Tata Consultancy Services.

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Saranya Vasanthakumar

Associate Director

10+ years of supply chain analyst and delivery lead experience with prior roles at Accenture, Argano, and Intrigo.  Driven project manager that focuses on effective customer communication throughout the entire process.

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Pratap Shinde

Director of Digital Supply Chain

15+ years in supply chain management with experience at Accenture, Intrigo and Infosys. Analytical leader of digital transformation roadmaps through implementation process for significant customer projects. IBP is his specialty.

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Sahil Bansal

Director for Canada

13+ years of demand and supply chain planning experience with previous roles at Deloitte, Intrigo and Fujitsu.  Collaborator across technical and business teams in conjunction with SAP.  Customer focused to ensure optimal implementations.

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Sameer Ranabhor

Founder & CEO

20 years of experience working for global systems integrators including DXC, Infosys, and Cap Gemini. A thought leader in delivering capabilities and competencies aligned to changing industry direction and evolving business models.

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Padman Ramankutty

Chairman of Board of Directors

Mr. Ramankutty is an experienced CEO with a demonstrated history of working in the information technology and supply chain services industry. He has founded and sold multiple startups, in addition to senior and advisory roles with SAP, Nike, and Accenture. Padman has strong business development and organizational expertise in enterprise software, professional services, supply chain, IT strategy and leadership. Padman earned BE, MSIE and MBA degrees to bolster his leadership. Mr. Ramankutty also holds multiple BOD and BOA seats with emerging companies.

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Saranya Vasanathakumar

Sr. Principal, Digital Supply Chain

15+ years of experience in complex SAP IBP implementations and integrations. Worked with leading systems integrators including Accenture, Infosys, Intrigo and SCMO2. Strong expertise in delivering SAP IBP projects from Design, Implementation, complex Integrations and Sustenance.

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Dr. Elango Kalyan

VP of Operations

Dr.K. Elangovan B.E., M.B.A., Ph.D, with 25 years of industry across Marketing, Sales, and Program Management. Elango obtained doctorate in “Project Management” research studies and published technical papers in international journals. Elango is responsible for strategic relationships and India operations.

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Kuldeep Desai

Architect, Mulesoft

8 years of experience in implementing integration layers across various industries like Telecom, Digital Business Solutions, IOT,  leveraging MuleSoft and Amazon Web Services . Thought leadership in designing of high-performance and scalable integration platforms using API Led connectivity integration. Hands on experience in Software Development based on Core Java, Mule, Node JS, AWS LAMBDA.  4 years of working experience as Mule Architect for Financial CRM, Digital Business solutions, Online Education, Telecom projects and 7+ years of experience in Mule ESB with expertise in Mule3, Mule4, SOAP and Restful web services. Proficiency in Kibana, Splunk, Web Services, AWS Services, HTML, XML Technologies.

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Karthik Murugesan

Architect, Data Integration

20 years of Industry experience in the Systems Integration space. Experienced working in multiple verticals including Telecomm, Healthcare, Banking, Edtech and Government. Seasoned Kafka Operations SME with 6 successful Enterprise implementations. Experienced professional with expertise in managing and maintaining Confluent Platform and Apache Kafka, a distributed event streaming platform. Deep understanding of Kafka's architecture, configuration, and administration. Experience in deploying, scaling, and monitoring Kafka clusters in production environments. Skilled in troubleshooting and resolving issues related to Kafka, including performance tuning and data replication. Experience in working with other tools and technologies that integrate with Kafka such as Zookeeper, Kafka Connectors and Schema Registry.

Actively involved in Mentoring the next generation of talent.

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Sahil Bansal

Director Digital Supply Chain

Sahil has 11+ years of experience in leading management and implementation of enterprise applications. He has been a delivery focused professional working in architecting and implementation of supply chain planning processes. Sahil has served clients from various industries while working at global companies HCL, Fujitsu, Intrigo, Deloitte, o9 and Cloudpaths. He is Adept in complete life cycle of Planning tools (Development, Implementation, Support and Consulting). Sahil hold an MBA degree from the US and Bachelor in CS from India. Aside from work he likes traveling,  cooking and is a beginner in skiing. He is also an avid numismatist and has showcased his collection at several events.

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Ron Blackburn

VP of Sales

30 years of SAP IBP and Digital Supply Chain experience in the industry with over 25 customers transform. Adept and transformative approach to craft the vision and roadmap for enterprise digital supply chain transformation.

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Pratap Shinde

Director Digital Supply Chain

15+ years of experience in Digital Supply Chain area with SAP IBP, APO, JDA, I2, and IFS technologies. Worked for global systems integrators including Accenture, Infosys, and Intrigo. Expertise in supply chain planning tools and experience with 15 complex supply chain planning transformations.

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Randall Bierman

PMO

30+ years specializing in Program Management and S&OP processes and SAP IBP based transformations.  Worked for Accenture, DXC, Global IBP Advisors, Intrigo Systems, Philips, and Steelwedge. Experience in 15 industries with over 40 clients, managing global PMO and driving Operational Excellence.

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Jay Paramasivam

Founder and CRO

30+ years of experience building and supporting large scale and strategic relationships in the BFSI, Tech and Services Industry. Jay is also a chronic entrepreneur with business interests and investments across the globe.