Case Study: Improving Sales Mobility with Salesforce
Our client is a significant unit of a leading North American manufacturer of building materials. They have approximately 6,000 employees and 65 facilities throughout the United States and Canada.
They strive to be the preferred choice for innovative building products and systems by delivering a superior customer experience to a broader market through the development of exceptional team performance and world-class processes.
Consistent with an overarching focus on its customers, our client knew it needed to establish, expand and upgrade the capabilities of its customer relationship management applications (CRM). The division decided to leverage the capabilities of Salesforce to meet their needs, and make their sales force mobile. Other segments of their organization used Huron to configure their Salesforce, so when the client chose Salesforce for their CRM platform, Huron was the partner they came to define their needs and configure the Salesforce CRM platform.
Huron worked with the client to launch the sales mobility project to bring the sales teams onto both Salesforce and iPads, retiring their laptops from the field. Huron’s CRM practice consulted on the design, implementation and end user training for the complete project. To meet the specific needs of their sales team, a group of users were polled on what they needed from their CRM, and those needs were developed into Salesforce.
Based on the survey, Huron customized Salesforce to work with their sales opportunities; set up their calendar and tasks to sync; kept their USA division separate from their Canadian division; integrated their current lead source McGraw-Hill to feed leads into Salesforce which can then be converted into opportunities. Huron also created a custom business plan solution to be used on the iPad within Salesforce to replace the current planning, which consisted of ad hoc Excel documents that people had created and shared over the years.
A small group of managers were brought onto the system, refinement took place based on their feedback, and then the full system was rolled out to the sales team. Five sets of users came to one-day training Enhancing Customer Experience through Enhanced CRM events in their territory, and two follow-up trainings with each user were conducted via WebEx.
The client’s business plan was rolled out at the national sales meeting with quick training, and follow up one-on-one training via WebEx. The business plan was a customization of the best features from the various legacy Excel sheets users were accustomed to using, rolled into a purpose-built Salesforce page.
The sales team is now mobile, using iPads as the primary device to bring to client meetings and to display product literature and videos. This facilitates enhanced collaboration, easy access to the most current product literature, no need to travel with a laptop, and easy access to client information.
Territory members communicate with each other though Chatter, and managers can assign and follow up with tasks in Salesforce.
The new platform provides enhanced planning, enhanced productivity, and one business process across all territories.Download Now