The company’s existing commercial operations were constrained by manual, paper-based processes for capturing and processing purchase orders. Sales representatives submitted order details to Customer Service Representatives(CSRs), who then had to manually select the correct pricing from multiple complex contracts and toggle between the Customer Relationship Management (CRM)and Enterprise Resource Planning (ERP) systems to complete a single order. This fragmented workflow was not only cumbersome and prone to error but also inhibited scalability. Furthermore, the absence of a centralized, real-time view of trunk stock necessitated the manual creation and processing of stock refill requests, resulting in additional delays and operational inefficiencies.

To address these systemic challenges, Accellor architected and implemented a comprehensive, Salesforce-based solution designed to automate and unify purchase order and inventory management workflows. We developed a custom integration with the client's ERP system to facilitate the real-time synchronization of both serialized and non-serialized inventory across all holding locations, including sales representatives' trunks, central facilities, and hospital consignments. This created a single source of truth for inventory within Salesforce, eliminating cross-system manual lookups.

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The solution also digitized the entire purchase order lifecycle. CSRs are now able to input and process order details through a single, streamlined Salesforce interface. Critically, the historically complex, contract-based pricing process—involving numerous tiers, discounts, and surgery-specific criteria—was fully automated. This automation ensures pricing inputs are executed with speed and precision, substantially reducing manual effort and the potential for error.

The implementation of this integrated solution has yielded substantial quantitative and qualitative improvements in operational performance. The time required for a CSR to generate a Request for Purchase Order (RPO) has been reduced by approximately 50%, decreasing from an average of five to seven minutes to just three minutes. The system now synchronizes over 56,000 inventory records in real time, providing an unprecedented level of accuracy and visibility across more than 400 inventory locations and 430 distinct product types. By mitigating manual dependencies and minimizing process-related errors, the solution has significantly enhanced CSR productivity, unlocked new operational efficiencies, and established a scalable technological foundation to support the company's continued growth.