Case Study: Construction materials distribution

Re-engineering Salesforce into a Growth Engine

By revamping the platform’s infrastructure, automating up to 50% of the manual tasks, and integrating new brands, we turned implementation chaos into a high-performance, license-smart CRM.
Construction materials distributor

Solution

Industry

Construction materials distribution

Tech Stack

Salesforce

HQ

United States

Solution

Enterprise Applications

Industry

Construction materials distribution

Tech Stack

Salesforce

About the Client

Our client is a leading U.S. wholesale distributor of high-quality building materials. Established in 1943 and 100% employee-owned, the client serves lumberyards, dealers, and home centres nationwide. With proprietary brands and a commitment to innovation, the company delivers comprehensive building solutions across the country.

The Challenges

  • Outdated Salesforce Implementation: The existing Salesforce Sales and Service Cloud setup was misaligned with the evolving needs of their expanding brand portfolio, leading to inefficiencies.
  • Underutilization of Automation Features: Limited use of Salesforce’s automation capabilities resulted in increased manual workloads and reduced operational efficiency.
  • Ineffective Partnership with Previous Salesforce Consultant: The former partner employed trial-and-error methods without a cohesive strategy, causing constant flux and instability for users.
  • Lack of Strategic Oversight: Insufficient support for large-scale projects with concurrent workstreams and inadequate project management compounded implementation challenges.
  • Decreased User Morale and Confidence: Delayed implementation of necessary functionalities eroded trust in Salesforce as a centralized sales and marketing platform.
  • Reliance on Manual Processes: Accumulating unmet needs led to dependence on manual workflows, hindering scalability and efficiency in sales and service operations.

The Solutions

  • Integrated New Brands: Successfully incorporated over five new brands into Salesforce Sales and Service Cloud, ensuring seamless operations across the expanded portfolio.
  • Reduced Manual Effort: Achieved a 30–50% reduction in manual tasks by automating processes such as credit applications, referrals, contracts, and accounts payable.
  • Enhanced Customer Onboarding: Streamlined sales and customer onboarding through an integrated online credit application and reference system, improving efficiency in sales, customer interactions, and accounting.
  • Optimized Service Requests: Implemented a specialized workflow in Service Cloud to efficiently manage third-party support requests via email, enhancing service response times.
  • Automated Accounts Payable: Fully automated the accounts payable process, reducing errors and accelerating payment cycles.
  • Improved Project Management: Addressed and resolved multiple errors in contracting and other Salesforce areas, demonstrating a commitment to effective account and project management.
  • Infrastructure Revamp: Revamped the Salesforce setup to fortify infrastructure and align sales and service processes with business goals, leading to increased user satisfaction.
  • Cost-Efficient Field Operations: Developed an efficient Field Service and Work Order management process using native Service Cloud features, eliminating the need for additional licenses.

Key Benefits

  • Integrated 5+ New Brands: Expanded Salesforce Sales and Service Cloud to include over five new brands, tailoring operations to each brand’s needs.
  • Automated External Service Requests: Enabled internal teams to route third-party support requests via email, with automated follow-ups and satisfaction surveys.
  • Streamlined Key Processes: Automated workflows for credit applications, referrals, contracts, and accounts payable, integrating with dynamic website forms, contracting software, and Power Apps.
  • Enhanced Product Collaboration: Introduced a product suggestion app within Salesforce, allowing management to efficiently review and evaluate potential products.
  • Optimized Field Operations: Managed field operations cost-effectively using native Service Cloud features, eliminating the need for additional licenses.
  • Reduced Manual Effort: Achieved a 30–50% reduction in manual tasks across various business functions.

HQ

United States

Service

Enterprise Applications

Industry

Construction materials distribution

Technology

Salesforce

In Their Words

“This wasn’t just a fix—it was a full transformation. We’ve streamlined operations, automated key workflows, and finally have a Salesforce environment that scales with our growing brand portfolio. The difference in user confidence and efficiency has been night and day.”

Expert-led Transformations
Impact-led Growth
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