Svendsen´s Marine: Sales Cloud Implementation

The client provides repair services to boaters in the Bay Area and other regions. They offer repair services to boats ranging from small recreational powerboats to racing keelboats to large commercial marine vessels, and rigging services. They also manufacture, install, and repair marine parts and specialize in the wholesale distribution of marine products to commercial customers.

Industry

Retail

Background

The client’s business model relies heavily on existing connections and their customer base. They have a team of sales reps managing existing customers. This team regularly reaches out to their customers to inquire about the condition of the customer’s boats, recent service experience, and to remind them about an upcoming appointment. Their business thrives on these touchpoints to maintain good customer relationships. Previously, they managed their accounts in excel spreadsheets. For each customer account, a calling frequency is defined. In the past, the sales team called accounts based on the call frequency and captured notes in word documents and emails.

The Challenge

They wanted to move away from managing their customers via manual methods. They realized that they need a CRM application to manage their business operations and chose Salesforce Sales Cloud as their CRM tool and Wilco Source as their implementation partner.

Some of the challenges in their current processes were:

They were not able to keep up with their calling schedule as they did not have an automated process to remind them about calls that needed to be made.
There was no way to track that sales teams were meeting the defined calling frequency for each account.
They could not create basic performance reports such as which sales rep is making most of the calls vs. which sales rep is making the least number of calls because it would consume too much time.
They needed a solution capable of managing their accounts and reminding agents when to call on each account. They wanted all calls to be visible and to show up in reports to hold sales reps accountable.

The Solution

Wilco Source assessed client’s requirements and configured Sales Cloud to help them manage their Accounts and Contacts. The data they used to manage in excel spreadsheets were migrated to Salesforce using data loader and appropriate account to contact relationships were established.

To protect data based on ownership, an organizational security model was setup. Roles and profiles were defined to control data accessibility.

Automated recurring tasks were created for each account based on call frequency. Calls due each day displayed on agent’s home page as tasks. Reports were created for sales managers to help them manage activities and sales rep performance. Gap analysis reports were created for expected call frequency vs. actual call frequency for each account.

The project was delivered in Lightning with an interactive UI making navigation easier for the sales team.

The Results

With a better process to manage accounts and contacts, the client now has an efficient and reliable system to run their business. They can stay on top of their Accounts by calling them at the right time. Automated call scheduling can now be done easily. Wilco Source helped the client to go live with Sales Cloud in 4 weeks.