Teletrac Navman Case Study
Teletrac Navman Creates Seamless RMA Process in Salesforce
Teletrac Navman’s RMA Process
Teletrac Navman’s unique RMA process was bogging down. Customer service reps began the process by creating a Case in Salesforce’s Service Cloud and then copying the same information into SAP so the warehouse could process the order for replacement fulfillment and return tracking. This took extra time and led to rekeying errors that then needed to be fixed, leading to further delays.
The enosix Solution
Teletrac Navman’s new RMA Process with the enosix solution in place starts with a case created in Salesforce by a customer service rep. The rep identifies the unit that needs to be replaced, then clicks on “SAP replacement order” to initiate the enosix integration.
They then verify several pieces of information in the header before moving on to the item details — with the replacement unit material being pre-populated based on the asset identification. Next, they add the replacement part to the replacement order.
The enosix framework communicates these edits in a real-time, back-and-forth conversation between Salesforce and SAP. The rep simply confirms or updates the shipping instructions and then clicks the “Send to SAP” button, which creates the replacement order in SAP in real-time.
“Taking advantage of the enosix framework allows us to rely less on custom development in both Salesforce and SAP to make these connections between our systems. It also allows us to see SAP order status in real-time without having to build those components in Salesforce to house the data. And going forward for future needs, we can easily connect other data elements between our two systems. We were able to eliminate not only the swivel-seat data entry but also the need to validate the same data in both Salesforce and SAP.”— Jim Johann, Director of Enterprise Applications at Teletrac Navman
Instantaneously, the rep sees in Salesforce that the SAP Sales Document was created. They have immediate access to the document number and can see any additional information on the line items that are being sent to the customer. In SAP, they know that the order matches the RMA generated inside Salesforce, ensuring downstream steps have all the right information. This makes the process simple, efficient, and seamless.
The enosix solution provides tangible, meaningful value to Teletrac Navman. Customer service reps can stay inside Salesforce without having to move between systems to service customers. IT no longer has to manage and maintain all of the SAP logic in another system.
They simply leverage the Salesforce front-end UI for real-time orders and contract creation, all initiated from Salesforce natively and validated against SAP. This calls for much less custom development than they would otherwise have needed to perform for these valuable features and functionality.
With this real-time integration, Teletrac Navman has cut down on errors and improved the turnaround time of their entire RMA process. They also saw a 40% reduction in annual support costs between Salesforce & SAP.
“enosix is a game-changer for us when it comes to integration and front-end UI. It eliminated a lot of the custom development that would have been otherwise needed.”– Jim Johann, Director of Enterprise Applications at Teletrac Navman
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