Customer Experience Cost Optimization
Discover how to reduce CX costs while improving ROI with Korcomptenz. Explore AI-powered personalization, automation, and strategic outsourcing for measurable impact.
Rescuing Salesforce Marketing Cloud with expansion and automation.
Korcomptenz revived Salesforce deployment through expansion and automation of key functions.
Conquering Operational Challenges: A Transformative Partnership with Our Client
The client is a leader in the construction materials distribution industry, managing a portfolio of 17 brands that cater to windows, doors, fasteners, millworks, and other construction essentials, accessible through centers across the United States. Their mission is to unify the materials, products, services, and expertise necessary for suppliers to effectively support builders, architects, and homeowners under one roof. Beyond product distribution, the organization offers engineering support, training and education, installation and delivery services, and even marketing assistance to its customers.
Acquiring new brands and services has been pivotal to their growth strategy, but it has led to an overwhelming influx of new platforms, business units, and processes. This has caused the organization to grapple with swiftly evolving needs, a lack of centralized systems, and mounting technical debt.
This case study explores how our expertise and guidance stabilized and expanded their sales and service operations. We quickly and effectively aligned the client’s Salesforce implementation with their operational needs and goals, enhancing automation and customer experience.
The Collaboration
Korcomptenz worked closely with the client in the construction distribution market to swiftly and effectively stabilize their Salesforce Marketing Cloud implementation, expanding it to new brands and introducing automated functionality. When we took over, the organization experienced rapid growth over the previous five years, but their Salesforce implementation had not kept pace. Limited internal resources and unreliable external partners resulted in Salesforce Sales and Service Clouds that were misaligned with their updated corporate structure and depended on manual processes.
The Challenges
Our client undertook a journey marked by complexities and a host of challenges that became significant barriers to their success. Navigating a complicated landscape, they encountered multiple sales and service issues that stalled their progress and made their journey more challenging. These challenges encompassed:
An outdated Salesforce Sales and Service Cloud implementation that failed to align with the latest business needs of their expanding brand portfolio, compounded by limited use of automation features and other essential functionalities.
The customer’s previous Salesforce partner relied on trial-and-error fixes, leaving users in constant flux. A lack of cohesive strategy, insufficient support for large projects with concurrent workstreams, and inadequate project management and organizational knowledge further compounded the challenges.
Brands struggled to utilize Salesforce for their specific needs, leading to decreased user morale and confidence in its role as a centralized sales and marketing platform due to prolonged delays in implementing necessary functionalities. This situation led to accumulating unmet needs, reliance on manual processes, and severe limitations in scaling sales and service operations effectively.
Solution
Korcomptenz transformed the client’s sales and service operations, overcoming challenges with innovative solutions. We expanded Salesforce to incorporate new brands and partnered closely to improve automation and promote company-wide collaboration.
We expedited sales and streamlined customer onboarding with an integrated online credit application and reference system that automated sales, customer interactions, and accounting. Additionally, we implemented a specialized workflow in Service Cloud to optimize the handling of third-party support requests via email.
We automated their entire accounts payable process and collaborated closely to innovate tailored solutions, addressing challenges directly and providing robust support to the client team. This involved resolving multiple errors in contracting and other Salesforce areas, demonstrating Korcomptenz’ dedication to effective account and project management.
We revamped their Salesforce setup, fortifying infrastructure and aligning sales and service processes with business goals. As satisfaction rose, we initiated more projects, using Salesforce Maps and tools for improvements. Collaboratively, we created an efficient Field Service and Work Order management process without extra licenses.
The Benefits
Our significant achievement here was successfully managing multiple concurrent workstreams that delivered tangible benefits to the customer, including:
Four Years of Partnership: Over 12 Projects Supporting 15+ Brands with Advanced Systems
Our relationship spans over 4 years and includes more than 12 projects, supporting 15+ brands. We have provided extensive support for systems such as Salesforce Sales Cloud, Salesforce Service Cloud, Power Apps, and various web technologies.
Discover our expertise in Salesforce Sales Cloud, Salesforce Service Cloud, Power Apps, and automation, providing continuous support to drive your success. As a certified Salesforce and Microsoft Gold Partner, we prioritize your requirements with a #FocusOnYou, driving value and delivering excellence. For more details contact us at sales@korcomptenz.com .
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