CUSTOMER SUCCESS STORY

Simplify B2B customer experience with Salesforce Managed Services

(Global manufacturer of commercial flooring)
Simplify B2B customer experience with Salesforce Managed Services

COMPANY

Global manufacturer of commercial flooring

COUNTRY

USA

INDUSTRY

Manufacturing

Proponents of environmental sustainability, client’s business outreach is spread across multiple geographies. A carbon-neutral designer, manufacturer, and client is also a seller of modular carpets and resilient flooring. Committed to being the world’s first environmentally sustainable and restorative company.

Challenges

To reduce the high and increasing costs of sales operations; the client offers dynamic product catalogs for multiple sales territories. Among the objectives of converging Sales operations, was also an intention to maintain a dependable selling system for all the departments. Business units across the world, also required that the total maintenance cost be comparatively low for the client.

Building and maintaining a dependable selling system for the entirety of the multi-national corporation called for ‘dynamic management’. Dynamic management meant maintaining a hub-and-spoke system with strong common capabilities relevant to all business units and specific capabilities relevant to local markets.

Everyday data collected from the catalogs, territories, sales teams, accounts, contacts, product designs, leads, channel operations, selling processes, pricing, product fitment, contracts, orders, deliveries, installations, and warranties help businesses succeed. Maintenance of this system calls for regular coordination, communication, and decision across all the business units globally. To achieve sustained lower costs of maintenance requires judicious management of insourcing and outsourcing.

Solutions

A maintenance team consisting of globally-distributed in-house senior analysts facing the regional business units and a globally-distributed outsourced organization of technology analysts, project managers, developers, testers, and service managers.

The client outsourced from CRMIT the staff and management of the globally-distributed technology services, to collaborate with the in-house senior analysts.

Intrinsic to this CRMIT’s Salesforce managed service were:

  • Management of a large stack of technical systems
  • Service management across three major time zones around the world
  • A small team made of experienced staff with composite skills
  • Elastic staffing, across client locations, for adhoc demands and demand spikes

CRMIT’s Salesforce managed service have enabled the client to avail service management that knows to simplify and continuously improve the client’s selling system, and at lower costs.

Benefits

  • Successful technology SLA with sales and service personnel
  • Increased focus on productive innovation of technology
  • Improved utilization of annual budget
  • Improved productivity of in-house staff
  • Reduction in total maintenance costs
  • Reduction in time to market

Key Success

Improvement in quality of sales forecasts
Improvement in quality of sales forecasts

Expanded to 80% of the enterprise globally, and increasing.

Improvement in quality of sales forecasts
Improvement in quality of sales motion

Product language consistency across 90% of the enterprise globally; and improving.

Improvement in quality of channel management
Improvement in quality of channel management

Time to market for new products was reduced by 50% and reducing.

Customer Success Stories

From an idea to an unforgettable and measurable customer experience

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Salesforce Managed Services reduced operating costs by 22% for leading healthcare insurance provider

flooring-manufacturer-salesforce-managed-services

Simplify B2B customer experience with Salesforce Managed Services (Global manufacturer of commercial flooring)

Drives productivity workflow integrated suite salesforce instance

Built a resilient Salesforce instance
that drives productivity and a seamless
workflow

Expertise
matched with
customer success

1500+

Successful Customers

Engagements

4.9/5

App Exchange

CSAT

350+

Certified

Consultants

19+

Years Of Managed

Service Experience

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Tableau Partner
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