At a glance
- Client
- A B2B industrial supplies companyName withheld for confidentiality
- Focus area
- CRM Transformation
- Service
- Enterprise Solutions
- Scope
- Salesforce implementation, data migration and adoption
The challenge
Each sales team tracked customers and deals in its own spreadsheet, twelve in total. Leadership could not see the pipeline, forecasts were guesses, and customer history left with every departing salesperson.
Marketing and service teams had no shared record of what customers had bought or asked for.
Our approach
Design around the sales process
We configured stages, fields and approvals to match how the team actually sells.
Migrate and clean data
Twelve spreadsheets were merged, de-duplicated and loaded as one customer database.
Connect other teams
Marketing, service and ERP order data were linked to each customer record.
Drive adoption
Role-based training and simple mobile views made the CRM easier than the old spreadsheets.
The solution
Every customer interaction, deal and order now lives in one place. Managers see the pipeline and forecast live, and salespeople spend less time on admin and more time selling.
When people change roles, the customer history stays with the company.
Results
- Single 360° view of each customer
- Live pipeline and forecasting
- Marketing, service and orders linked to the CRM
- High adoption through role-based training
Technology used
- Salesforce Sales Cloud
- Data migration
- ERP integration
- Salesforce mobile
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