Supplying High-Volume Building Materials Across Western North America
The client is a premier cement manufacturer supplying bulk cement to ready-mix concrete producers and commercial construction projects across the western United States. Operating large cement production plants, logistics hubs, and quality testing labs, their customer relationships are tightly linked to active construction supply chains, loadout schedules, and regional delivery routes.
Operational disruptions and siloed systems masked customer churn risks
Managing high-volume supply chains created significant communication gaps between plant operations, sales teams, and back-office finance.
- Lack of 360° Operational Visibility: Customer interactions were fragmented across Sales, Dispatch, Logistics, Quality Assurance, and Billing.
- Hidden Churn Signals: Delivery delays, plant loadout disruptions, and quality complaints were logged in isolated tools, making it difficult to detect declining order frequency early.
- Disconnected ERP & Logistics Data: Field sales reps lacked real-time visibility into active SAP order statuses, customer credit limits, delivery milestones, and shipment tracking.
An integrated operational CRM platform powered by MuleSoft and Salesforce Maps
A modern customer operations platform was built to bridge plant-level operational events with customer management workflows, backed by real-time SAP data synchronization.
- 01 / Foundation & 360° Architecture: Configured a tailored Salesforce environment linking Sold-To and Ship-To account hierarchies, contact roles (Dispatch, QA, Finance), and opportunity pipelines.
- 02 / Real-Time MuleSoft SAP Integration: Implemented MuleSoft Anypoint to ingest customer master records, active orders, delivery milestones, shipment statuses, invoices, receivables, and credit limits directly from SAP into Salesforce.
- 03 / Mobile Visit Tracking & Route Optimization: Deployed Salesforce Maps and custom mobile visit checklists, allowing field sales reps to optimize travel routes, log site observations, and capture customer feedback directly from job sites.
- 04 / Cross-Department Issue Resolution: Established lightweight Case Management to track customer complaints, dispatch delays, and quality issues with SLA monitoring across Sales, Plant Operations, Quality Control, and Finance.
Proactive account management, elevated delivery transparency, and improved responsiveness
The rollout connected front-office customer management directly with back-office supply chain data, driving operational alignment and stronger customer retention.
- Unified Account Intelligence: Provided cross-functional teams with a single source of truth spanning sales pipelines, SAP financial standing, and active shipment statuses.
- Early Churn Identification: Empowered leadership to spot delivery friction, complaint patterns, and volume drops before they impacted customer relationships.
- Maximized Field Coverage: Streamlined sales territory planning and site visit logging using route optimization and structured mobile checklists.
- Closed-Loop Issue Resolution: Ensured operational disruptions and dispatch challenges were resolved within tracked SLAs across departments.