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Case Studies

One of the key players in the plumbing industry adopts Salesforce platform to bring Consistency, Efficiency and effectiveness into business processes throughout local and international operations. SAP and other systems were integrated with Salesforce to have consistent project quoting throughout the organization and provide exceptional after sales service to wholesalers and customers.

Use Case:

Prior to the engagement, this plumbing industry giant did not have any unified system to generate quotes due to which every salesperson used to provide inconsistent quotes to the customers. This was bringing a huge challenge of keeping consistency of quotes throughout the organization. This was also bringing challenges for the service team due to which after sales service was compromised. The downstream effects include unsatisfied customers with different price quotes, compromising on quality service and no data to market and expand the business.

Implemented

  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Marketing Cloud
  • Partner Community
  • Pardot
  • Integration using
  • Informatica

Technologies integrated

  • SAP
  • ATS – Canada
  • BIMSA – Mexico
  • PROS – Pricing
  • STIBO – Products

The Challenge:

  • Highly complex business model to accommodate in a flawless and expendable process which meets all department and future needs.
  • Highly complex security model to prevent data visibility across the org.
  • Real Time integration to bring required information to Salesforce from SAP and other connected systems.
  • Creating the object structure that meets the multi thread relationship structure.
  • Work across multiple teams: Sales, Projects, Customer Services, Technical Support, Marketing.
  • Generate real time quotes and sales proposals for different type of customers within Salesforce.
  • Automated dashboard and reports for sales and service leadership

Before:

  • Multiple versions of quote with different price for same project
  • No proper system for customer support
  • Near to no automation to make processes easy to follow and use
  • Multiple systems to work with
  • Multiple systems across the globe
  • Manual sales reporting

After:

  • Single platform for all customer interactions
  • Consistent pricing model for all projects regardless of Retired mainframe system in phases by bring all existing/new processes required to perform day to day operations
  • 360 view of customer on fingertips
  • Consistent system across the globe
  • Better automated Sales reporting

From nearly scrapping Salesforce to full adoption across the entire organization, see how we helped a global manufacturing leader completely embrace the power of the platform across five different clouds.

Use Case:

We were introduced to this household name manufacturing company back in 2015 after they had a failed Salesforce implementation with another System Integrator. Our first order of business was to re-implement Salesforce along with creating a real time integration with their SAP system. Fast forward to today and we have successfully implemented over 50 projects, 5 Salesforce Clouds, upgraded their instance to Lightning and have had full time resources there supporting their Salesforce practice for 8 years.

Before we stepped in, this company was grappling with a fragmented data environment. Their sales and service teams had to rely on countless spreadsheets, and as you can imagine, this was not only tedious but also prone to errors. This lack of a unified data source meant they were unable to provide a cohesive customer experience, with sales and service teams often operating in silos.

Implemented

  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Marketing Cloud
  • Partner Community (Experience Cloud)
  • Pardot
  • Lightning Migration

Technologies integrated

  • SAP via Dell Boomi

Our solution? We integrated their SAP system into Salesforce using Dell Boomi as a middleware right off the bat. This had immediate and powerful effects. Our relationship expanded from there with not only 40+ projects completed to date but several other 3rd party integrations and 4 other Salesforce clouds completed along the way.

Centralization of Key Business Data: We channeled vital B2B accounts, customer data, order and quote information from SAP to Salesforce. This integration effectively put an end to the manual data scouring and ensured that all the necessary information was available at the teams’ fingertips, inside a single platform.

Enhanced Sales Process: Armed with this centralized data, their sales teams were now able to access real-time, accurate information. This sped up the sales process and improved the efficiency of the team as a whole.

Improved Customer Support: The integration also enhanced the service team’s ability to provide support. Having direct access to comprehensive customer data, including their purchase history and interactions, meant they could provide personalized and efficient service, boosting customer satisfaction.

Salesforce
Sales Cloud
  • Better Account & Contact Management
  • Quip integration with Slack & Outlook providing superior collaboration
  • Improved reporting and analytics
  • 360-degree view of the customer
Salesforce
Marketing Cloud
  • Automated communication tasks related to customer support cases
  • Improved upsell capabilities of support agents
  • Customized engagement reporting related to email sends triggered by case updates
  • Created custom journeys
Salesforce
Service Cloud
  • Reduced call handling time
  • Reduced case processing time
  • Reduced order entry time to simplify opening orders through integration with SAP
  • Improved reports and measures
Salesforce
Pardot
  • Filtered B2B Prospect lists by engagement score
  • Cleaned up old Prospects & invalid email addresses
  • Coded lead generation forms
  • Connected custom objects & fields from CRM into Pardot
Salesforce
Experience Cloud
  • Reduced call volume through self help portals for
  • B2B & B2C customers
  • Reduced chat volume via Chatbots
  • Improved agent routing after chat interaction
  • Mobile friendly UI Design
Lightning
Lightning Conversion
  • Separate lightning apps for separate teams so that they can see information relevant to them
  • Added capabilities of new Salesforce Lightning experience

Global manufacturer for surfacings solutions struggled with no real ability to see a 360 degree view of the business.

Use Case:

Formica Group is a leading provider of branded, designed surfacing solutions for commercial and residential customers worldwide. Formica is an iconic brand inextricably linked to the invention of the original High Pressure Laminate. Like most multicountry worldwide brands, there was a litany of systems all siloed from one another and not sharing data. Each country had a different system, which from an IT perspective, caused great difficulty in maintaining each system. Lack of visibility into the company’s overall pipeline provided additional challenges. Forecasts would often take days to create and the sales teams have little to no insight into customer interactions; Sales Reps also did not have access to information to be proactive and engaging with customers.

Implemented

  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Experience Cloud

Technologies integrated

The Solution:

  • Enterprise-wide Global (NA, EMEA, Asia Pac) CRM implementation of Salesforce Sales Cloud:
  • Standardization of the sales process across the organization, including the creation of a Global Template
  • Utilization of Salesforce to provide people in the field the ability to access and update info via mobile devices
  • Integration with Formica ERP system and website content and ecommerce system

The Results:

  • Executives can forecast pipeline on a global perspective
  • Teams communicate using a common, global sales language
  • Collaboration on projects across regions to align Customer needs
  • Sales Reps able to be in the field longer
  • Single view of the customer allowed Sales Reps to be proactive with customers
  • Auto lead generation created from sample requests
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Case Study 1

Case Study 1

One of the key players in the plumbing industry adopts Salesforce platform to bring Consistency
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Case Study 2

Case Study 2

From nearly scrapping Salesforce to full adoption across the entire organization, see how we helped a global
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Case Study 3

Case Study 3

Global manufacturer for surfacings solutions struggled with no real ability to see a 360 degree view of the business

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