Connecting Sales and Service Through End-to-End CRM Implementation for One of the Largest Air Conditioner Distributors
- Industry
- Consumer Goods, Retail & Distribution
- Wholesale & Distribution
- Client
- One of the Largest Air Conditioner Distributor Company
- Service
- Technology Consulting
- Solution
- End-to-End CRM Implementation Across Sales and Service Functions
The Company is one of the largest air conditioner distributors in its market, managing a distribution network alongside an extensive after-sales service and installation business. Sales and service teams historically operated on separate systems with limited shared customer visibility.
- Sales and service teams operating on disconnected systems with no shared customer view
- Manual handoffs between sales, installation, and after-sales service functions
- Limited visibility into service history when handling customer warranty and maintenance requests
- Inconsistent lead and opportunity tracking across the distribution and dealer network
- No integrated way to track customer lifetime value across sales and service interactions
- In distribution businesses with significant after-sales service, a unified customer view across sales and service is a key differentiator
- Integrated CRM reduces handoff friction between sales, installation, and service teams, improving customer experience
- Service history visibility is essential to efficient warranty and maintenance handling at scale
- Without a unified CRM, the Company cannot fully see or act on cross-sell and retention opportunities across its customer base
Sales & Service Process Diagnostic
Mapped current sales, installation, and after-sales service processes to identify handoff gaps and system fragmentation.
CRM Solution Design
Designed the end-to-end CRM data model and workflow spanning sales, installation, and service.
CRM Implementation & Integration
Implemented the CRM platform and integrated it with distribution, installation, and service systems.
Service History & Warranty Workflow
Configured service history tracking and warranty management workflows within the CRM.
Rollout & Adoption Across the Network
Rolled out the CRM platform across sales and service teams, including dealer network touchpoints, with training.
- End-to-End CRM Data Model (Sales, Installation, Service)
- Unified Customer View Across Sales and Service
- Service History & Warranty Management Workflow
- Lead and Opportunity Tracking Across the Dealer Network
- Cross-Sell and Retention Analytics
- Phased CRM Rollout Roadmap
- Sales and Service Team Training Programme
- Customer Satisfaction & NPS Tracking Within the CRM
Unified Customer View
Sales and service teams now share a single view of every customer, replacing disconnected systems.
Smoother Sales-to-Service Handoffs
Integrated workflows reduced friction between sales, installation, and after-sales service.
Faster Warranty Handling
Service history visibility within the CRM sped up warranty and maintenance request handling.
Better Cross-Sell Visibility
Unified customer data gave sales teams clearer visibility into cross-sell and retention opportunities.
- 1
- Unified CRM platform replacing disconnected sales and service systems
- 25%
- Faster warranty and service request handling (approx.)
- 20%
- Improvement in lead-to-opportunity conversion tracking (approx.)
- 90%+
- Sales and service team adoption within two quarters (approx.)
- 15%
- Increase in identified cross-sell opportunities (approx.)
- 2
- Functions — sales and service — unified on one platform
The Company now manages the full customer relationship, from initial sale through installation and after-sales service, on one CRM platform. This unified view gives sales and service teams the shared foundation needed to improve customer experience and identify growth opportunities across the distribution network.
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