Simplify B2B customer experience with Salesforce Managed Services

The client is a designer, manufacturer, and seller of modular carpets and resilient flooring, committed to be the world’s first environmentally sustainable and restorative company. The company has design and manufacturing operations in several countries across the globe, and offers dynamic sales and service catalogs for different markets, channels and countries.

Challenges

The company’s objectives were to

• Reduce the high and increasing costs of sales
• Converge the costs of sales across markets and countries

To achieve these required maintaining a dependable selling system for the departments and business units across the world, and keeping the total cost of its maintenance down.

• Building and maintaining a dependable selling system for the entirety of the multi-national corporation called for dynamic management of almost every data in the business, from the catalogs, territories, sales teams, accounts, contacts, product designs, leads, channel operations, selling processes, pricing, product fitment, contracts, orders, deliveries, installations, warranties
• A 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. Maintenance of this system calls for regular coordination, communication, and decision across all the business units globally
• Sustaining lower costs of maintenance necessitated 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

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

Improvement in quality of sales motion

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

Improvement in quality of channel management

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