Transforming Recall Management with Salesforce Workflow Automation

Overview

A global retail organization needed a scalable solution to manage consumer requests for recalled products in compliance with US Consumer Product Safety Commission guidelines. By leveraging Salesforce’s existing components and implementing new functionalities, our team designed a phased, multi-step workflow to streamline recall operations, improve consumer engagement, and ensure regulatory adherence.

PROBLEMS:

01 Fragmented Workflow

02 Manual Proof of Purchase Handling

03 IT Dependency for New Recalls

04 Inefficient Case Routing

SOLUTIONS

Multi-Step Workflow Automation

◉ Designed a globally scalable workflow allowing consumers to navigate back/forth while retaining data.

◉ Added state control variables to preserve information across workflow steps.

Proof of Purchase Integration

◉ Automated validation and follow-ups for proof of purchase submissions.

◉ Integrated refund requests with banking systems for seamless processing.

Self-Service Recall Setup

◉ Enabled business users to configure new recall programs without IT support.

Smart Case Routing

◉ Automated case assignment based on consumer location and language preferences.

Abandoned Workflow Recovery

◉ Implemented triggers to follow up on incomplete recall submissions.

RESULTS

4 Recall Programs Successfully Launched

Fully compliant with US Consumer Product Safety Commission guidelines.
20% Faster Refund Processing

Automated proof of purchase validation reduced manual effort.
30% Improvement in Case Resolution

Dynamic routing ensured cases reached the right agents faster.
Scalable Operations

Business users could independently manage recalls, reducing IT overhead.