salesforce

End-to-end digital transformation of logistics ecosystem

Powered by the complete suite of Salesforce products

Transforming Shipping & Logistics with Salesforce

Our client, a global shipping and logistics provider, was operating on decades-old legacy technology including mainframes and DB2 databases. Their sales teams were using an outdated CRM that wasn’t integrated with other systems, limiting visibility into customer accounts and opportunities. Contract management was inefficient and sales processes lacked standardization.

Meanwhile, the service team was burdened with a ticketing solution that could capture requests for quotes, bookings, and Bills of Lading (BOLs), but couldn’t deliver real-time processing or visibility. Generating quotes or confirming bookings typically took up to a day, creating delays that directly impacted customer experience.

The client needed a digital-first logistics platform to differentiate, scale, and modernize. Nagarro partnered with the client to deliver a unified digital ecosystem powered by Salesforce, integration, and analytics—simplifying operations, enhancing customer experience, and driving sustainable growth.

 

Read more about the outcomes

The challenge

Key pain areas faced by the client:
  • Legacy systems over 30 years old with heavy manual dependency
  • Lack of integration between CRM, booking, billing, and service systems
  • No real-time visibility into quotes, bookings, invoices, or shipment tracking
  • Sales inefficiencies, with no mobile CRM, siloed account views, and manual contract management
  • Service bottlenecks, with cases scattered across multiple email inboxes and no self-service options for customers
  • Slow time-to-quote, taking nearly a day to process bookings
  • Fragmented customer communications, such as manual vessel schedule updates and invoice reminders
  • Limited analytics capabilities, restricting actionable insights for decision-making
  • Fragmented ESG data and lack of KPI alignment, hindering effective sustainability tracking
  • Inefficient IT operations, including manual deployments, poor DevOps practices, and time-intensive QA processes
Building a customer 360-degree view with Salesforce

The solution

Through Salesforce, MuleSoft, and advanced analytics, we helped our client become one of the first in the shipping industry to deliver a true real-time “quote-to-bill” logistics platform. The transformation not only simplified operations and improved customer experience but also set them apart from competitors still constrained by legacy challenges.
Building a customer 360-degree view with Salesforce

We partnered with the client to create a comprehensive Salesforce-driven digital logistics ecosystem, which included:

Sales Cloud
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  • Standardized lead-to-opportunity lifecycle
  • Contract lifecycle management with DocuSign
  • Mobile CRM for on-the-go sales updates
  • Sales dashboards, forecasting, and pipeline visibility
Service Cloud
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  • Unified service console with 360° customer view
  • Live Agent, Chatbot, and Salesforce Voice for digital customer engagement
  • SLA-driven case management with reduced duplication
  • Surveys for feedback and service quality
Experience Cloud
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  • Customer and partner self-service portal
  • Real-time quote generation, booking, and conversion to BOL
  • Shipment tracking and document management
  • Einstein-powered self-service BOT
Marketing Cloud
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  • Data consolidation from multiple sources, data transformation and segmentation with Data Cloud
  • Transactional and proactive customer messaging
  • Campaign insights via Datorama KPIs
MuleSoft Integration
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  • Connected 30+ applications, including Oracle, IoT, and logistics systems
  • Supported EDI, XML, and JSON protocols for seamless integration
  • Enabled real-time data exchange across freight ecosystem
Einstein AI & Analytics
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  • Predictive insights into container lifecycle
  • Conversation intelligence with Salesforce Voice transcription
  • Forecasting for improved sales efficiency
Net Zero Cloud
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  • Carbon emission tracking and reporting
  • Alignment with SBTi and ESG goals
  • Integrated with Snowflake for data federation
DevOps & QA Automation
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  • CI/CD pipelines with GitHub & GitLab
  • Automated testing with Selenium & Jenkins
  • Homegrown automation framework (A2A.DRIVEN) for defect prevention

Impact to business users

User

End Customers

  • Reduced shipment booking time from 1 day to minutes
  • Enhanced digital engagement through chatbots and self-service portal

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Sales Teams

  • Improved deal closure rate with standardized sales lifecycle
  • Increased productivity with mobile access and real-time customer data

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Service agent

  • Higher productivity with a unified service console
  • Faster resolution through better collaboration & streamlined case management

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Operations & Corporate Teams

  • Reduced operational costs by consolidating systems into Salesforce
  • Streamlined financial processes, reducing late payments and accelerating revenue recognition
  • Better sustainability tracking with accurate carbon emission reporting

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IT Teams

  • Accelerated release cycles and reduced code vulnerabilities
  • Stable, secure, and scalable platform with automated testing
  • Continuous improvements via managed support services