The client has a supply chain for distribution, wherein the products are bought by its network of product vendors on behalf of its end users and business partners. Ensuring best experience for the vendors and bulk purchasers is crucial for the client’s business. Previously, the client had in-house developed application to handle and track certified vendor queries. The same was not efficient to handle these queries with the growing business. To overcome this, it migrated to Salesforce Service Cloud and leveraged the case management capabilities to provide superior experience to its customers for continuous support. The client wanted to leverage the case management capabilities of its Salesforce Service Cloud application effectively.