Faster dispute resolution and mobile self-service ordering launched days apart

NRI has recently helped Boral launch two Salesforce projects that give Boral customers a faster, more transparent experience and reduce manual handling.

Both went live within a week of each other after months of delivery.

The first helped establish a single, enterprise-wide system of record for disputes, claims and complaints. Customer issues are now captured, escalated and resolved consistently across every part of the business, with workflow automation, SLA management and built in reporting driving faster resolution times and stronger operational control.

The second initiative went live shortly afterwards. The Boral Concrete App, built on Salesforce Experience Cloud and delivered for both iOS and Android, allows customers to self-register, place orders, request changes or cancellations and pay securely via credit card. Integrated mapping pinpoints delivery locations and provides routing and estimated arrival times, while SMS notifications keep customers informed at every stage.

Both projects drew on more than one part of NRI. Our Salesforce team led solution design, configuration, integration and delivery, while Planit provided independent assurance, including functional testing, test management and security testing, validating both solutions ahead of release.

The result reinforced NRI’s position as Boral’s strategic Salesforce partner and a strong reference for any organisation looking to modernise customer experience at scale.

You can learn more about NRI’s Salesforce solutions and capabilities here.

About Boral

Boral is Australia’s largest vertically integrated construction materials company, supplying the concrete, cement, asphalt and quarry products behind much of the country’s infrastructure.

Find out more: Boral