Client: One of India’s top 3 FMCG brands
Service: Salesforce Consulting & Implementation

Background

The client managed a nationwide network of over 2,000 distributors and 150,000 retail touchpoints. Sales reps faced delays in order processing, poor visibility into customer interactions, and lacked centralized lead tracking — impacting revenue and retention.

Our Approach

Teraluna implemented a Salesforce Sales Cloud and Service Cloud solution customized to the FMCG sales lifecycle.

Key Steps

1. Process Mapping & Gap Analysis: Identified fragmentation in lead capture and post-sale service handling.

2. Custom Salesforce Workflows: Built region-specific workflows for distributor management and sales rep territories.

3. Mobile-first Interface: Deployed Salesforce1 for real-time field reporting and geo-tagged lead tracking.

4. Integration: Synced with SAP for order tracking and inventory updates.

Impact

• Lead conversion improved by 32% in 6 months

• Order processing time reduced by 40%

• Customer service resolution time dropped by 28%

• Salesforce adoption by field teams hit 92% in Q1 post-rollout