Executive Summary

A global leader in commercial electronic security systems, partnered with TerraLink to enhance its digital transformation for managing operations from quote-to-installation. Leveraging OpenText Extended ECM integrated with SAP, Salesforce, and a third-party Field Service system, TerraLink developed a tailored solution that enabled real-time data flow across applications, optimized back office and field operations, and supported comprehensive mobile access for over 2,500 users.

Customer Business Challenges

The Client faced the challenge of managing a complex quote-to-installation workflow that spanned multiple systems, including SAP ECC, Salesforce, and a third-party Field Services System for sales and service orders. Without seamless integration, data silos hindered operational visibility and efficiency across departments, resulting in delays and inefficiencies that impacted both customer service and internal coordination.
Additionally, field operations required mobile access to real-time data. The existing systems lacked the robust mobile functionality needed to support technicians in the field, limiting their ability to access real-time data and apply updates, and manage service orders efficiently. The absence of a unified mobile solution slowed down operations due to lack of access to the most recent versions, which impacted their productivity.

TerraLink’s Contribution

TerraLink designed and implemented a fully integrated solution using OpenText Extended ECM, linking SAP, Salesforce, and a third-party Field Services System for comprehensive data access and flow across platforms. Additionally, TerraLink developed custom mobile integrations through OTCS Mobile, empowering field teams with real-time data access and enabling seamless coordination across different locations and departments.

Customer Business Outcomes

The integrated ECM solution provided the Enterprise with a streamlined, end-to-end solution for their quote-to-installation process. The advanced system integrations allowed for enhanced data sharing between platforms, reducing redundancies, accelerating processes from weeks to days, and increasing operational transparency. This consolidation not only improved internal collaboration but also supported faster, more accurate decision-making by providing access to the latest drawings, documents and data.
With custom mobile integrations, the field workforce gained access to real-time updates and critical information on mobile devices. This mobile-enabled approach empowered technicians to operate more effectively in the field, reducing response times and enhancing customer satisfaction through more efficient, well-informed service delivery.

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