Reinventing customer onboarding for a Fortune 1000 chemical manufacturer.
For a North American Fortune 1000 chemical manufacturer, onboarding a new customer is anything but a form-fill. Credit, Legal, Logistics, EH&S and Commercial teams each require detailed, regulated information — and the nature of hazardous and specialty chemicals adds layers of safety and compliance that cannot be shortcut.
WNC Technologies engineered a custom, department-orchestrated onboarding process on the Salesforce Platform that routes intelligently between teams and only closes when every regulatory and commercial check has been satisfied.
Industry
Chemical Manufacturing
Region
North America
Customer Profile
Fortune 1000 enterprise
Clouds Delivered
Salesforce Platform · Sales Cloud · Service Cloud · Experience Cloud
The Challenge
A multi-department onboarding process that quietly stalled deals.
Onboarding a new chemical customer required dozens of structured questions spread across Credit, Legal, Logistics, EH&S and Commercial — each owned by a different team, each with its own SLA and each blocked when the previous step lagged. Safety Data Sheets, hazardous shipping declarations and regulatory attestations were tracked in disconnected systems. The result was opaque hand-offs, long cycle times and frustrated customers who simply wanted to start placing orders.
What WNC Delivered
A custom orchestration engine on the Salesforce Platform.
We modeled the onboarding journey as a state machine on the Salesforce Platform. Each onboarding record rotates seamlessly between Credit, Legal, Logistics and EH&S queues — only advancing when the required attestations, documents and approvals are complete.
Department-specific work surfaces in Sales & Service Cloud.
Each department operates from a purpose-built console — Sales Cloud for commercial teams, Service Cloud for credit and logistics — so users see only the questions they own, with smart validation tuned to hazardous and specialty chemical SKUs.
A customer-facing Experience Cloud portal.
Customers complete the long-tail of legal, financial and safety questionnaires in a branded Experience Cloud portal — uploading documents, e-signing and tracking onboarding progress in real time, with no email ping-pong.
Guardrails, audit and traceability.
Every department interaction is logged, time-stamped and tied to regulatory rationale — giving Compliance and Audit a single source of truth, and giving Sales leadership a real-time view of onboarding velocity by region, segment and product line.
~62%
REDUCTION IN ONBOARDING CYCLE TIME
3.4x
MORE ACCOUNTS ONBOARDED PER QUARTER
$4.8M
FASTER REVENUE RECOGNITION, ANNUALIZED
100%
AUDIT-READY ONBOARDING RECORDS