Technical Manufacturer

The Challenge

This company manufactures a very technical and complex product used in a variety of industries. We were retained to provide advisory and consulting services to the President and other members of the executive team. One of the early identified needs was for a Customer Relationship Management (CRM) system to track the sales and other interactions with their customers. The tracking was being done through a series of Excel documents and threads of email communication.

Our Solution

We reviewed several CRM options, including the tool that was part of their current ERP (Enterprise Resource Planning) system. The decision was made to implement and a project was launched to gather the business requirements, configure the system, and train the users. The initial group to receive the system was the global sales team. Following the rollout in Sales, the attention turned to the manufacturing part of the company. As part of the implementation of Salesforce, the following modules were developed:

  • Service/Repair Coordination
  • Demo Unit Management
  • Configure/Price/Quote
  • Customer Surveys
  • Status Reporting
  • Marketing
  • Lead Management

The Result

Salesforce has become a core tool for this client with over 90% of their global employees having login IDs where they utilize the system daily to conduct their business. There have been significant efficiency gains, improved communication, both internally and with customers, and increased accountability as almost every aspect of the business is now tracked and reported on from within Salesforce. In addition to the project to implement and support Salesforce, we were involved with the areas:

  • Leadership Development
  • Process Improvement
  • Customer Service Culture
  • Annual Planning Retreats