Omega Industrial Repair is a leading one-stop shop for industrial equipment repair and maintenance. Specializing in hydraulic and pneumatic systems, electronic components, and AC/DC motors, OMI provides comprehensive troubleshooting, repair, and maintenance solutions across three key departments:

1. Electronics: Managing industrial components such as HMI, VFD, Servo Drives, Chart readers, and other electronic systems critical to operations.

2. Hydraulics: Servicing cylinders, valves, and gearboxes to ensure seamless functionality and reliability.

3. Motors: Rebuilding and rewinding electric motors to restore peak performance.

OMI’s dedication to quality, efficiency, and innovation ensures that its clients experience minimal downtime and optimized operations.

As OMI Repair experienced rapid growth, managing customer relationships and communication became increasingly challenging. Initially relying on Excel and other basic Microsoft tools, the company struggled to keep up with the growing volume of customer interactions and data. Following up with clients, responding to inquiries, and maintaining effective communication across teams became a significant pain point.

To address this, OMI Repair explored ERP and CRM solutions. They began with an ERP solution, investing nearly a year in implementation, but the software ultimately failed to meet the company’s needs, leaving the team overwhelmed with scattered data across Excel sheets and to-do lists. The inefficiency made it difficult to track customer engagements and prioritize tasks effectively.

Seeking a more robust ERP solution, OMI Repair turned to SAP. While SAP offered strong operational capabilities, it lacked a comprehensive CRM system and presented challenges in managing the sales cycle. Recognizing the need for a better-integrated solution, OMI Repair sought recommendations and a CRM solution that integrates with SAP seamlessly.

Twistellar assisted OMI Repair in optimizing their operations by implementing and customizing Salesforce Sales and Service Clouds. Key actions included:

• End-to-end implementation:

Comprehensive setup and customization of Sales and Service Clouds to replace outdated systems.

• Custom development:

- Creation of custom objects
- Development of a custom quote generation process

• Integration with 3CX:

Enhanced communication workflows with integration into the existing telephony system.

• Custom reporting:

- Designed and implemented custom reports displaying key sales performance indicators
- Enabled real-time visibility by showcasing reports on screens across the office

• SAP integration:

Established a foundation for ongoing integration between Salesforce and SAP, ensuring data synchronization and operational efficiency.

This solution helped replace fragmented tools and processes, empowering OMI Repair to improve customer communication, track performance metrics, and prepare for scalable growth.

Objectives: Improve the company’s operations by consolidating all processes in one system to streamline service delivery.

Deliverables: End-to-end implementation and customization of Sales and Service Clouds, creation of custom objects, custom quote generation process, integration with 3CX, and creation of custom reports.

Twistellar successfully carried out the end-to-end implementation and customization of Salesforce for OMI Repair, transforming their Sales and Service warehouse operations.

This included creating custom objects, designing a custom quote generation process, integrating with 3CX for enhanced communication, and developing custom reports to display key sales manager activity indicators on office screens.

Though the Salesforce system is still in the early stages of full utilization, OMI Repair has already seen notable improvements. The team is currently using around 30-40% of the platform’s capabilities, with plans to expand usage as the integration with SAP progresses. At present, OMI Repair is in the testing phase of real-time data synchronization between Salesforce and SAP, ensuring that data is updated every 30 seconds.

The company anticipates that by the beginning of 2025, Salesforce will be fully integrated and operational, with the team able to make more effective use of Salesforce’s reporting and communication tools. The Customer expects that the platform’s full potential will be realized, offering a smoother and more efficient sales process compared to their previous solutions.