Carrier - Tax Compliance for Equipment and Service Contract Order Process

Case Study

Carrier – Tax Compliance for Equipment and Service Contract Order Process

Carrier - Tax Compliance for Equipment and Service Contract Order Process

Introduction

Liberty, the AI-powered HR Helpdesk, is designed to provide seamless information and support to employees and clients of PeopleTech. By leveraging artificial intelligence (AI) and natural language processing (NLP), Liberty offers a conversational experience that mimics real human interactions. The primary objective is to reduce overhead costs associated with HR or support staff while delivering efficient and accurate assistance.

Problem

The Carrier Team used the Salesforce Sales Cloud and CPQ platform to streamline their quote process for HVAC equipment and annual service contracts through B2B vendors.
When a sales order was created, it was discovered that the tax calculation was predetermined, lacked support for variable tax rates for different product groups, and exemption management was a manual process, leading to significant delays in finalizing the order before processing and invoicing by SAP.
Carrier was looking for an automated process to ensure compliance across systems.

Solution

People Tech reviewed the existing process, identified bottlenecks, operational delays, and the impact on the sales order process, and proposed the implementation of OneSource Tax Connector for Sales Cloud.
The team mapped the necessary Sales Order and Sales Order Line-Item details for taxation to a standardized tax request and integrated Thomson Reuters ONESOURCE Cloud's Indirect Taxation Service into the Sales Order flow to ensure proper taxation was processed at the header and line level in the Sales Order.
The product catalogue in Salesforce was streamlined for taxation, with mapping of the product against US Sales Tax Product categories, enabling the correct taxation for equipment and service.