The Challenge

Creating a unified customer experience.

Each of the company’s different geographies had a different sales process. Furthermore, they stored customer data in a number of Salesforce Sales Cloud instances across the business, as well as legacy systems. This resulted in a disjointed customer experience, as they lacked a “single source of truth” about the customer. Senior management had to rely on manual reporting mechanisms across the business and there was low adoption of Salesforce.

The Solution

Revamping Salesforce for coherent operations.

After working with the company to fully understand their business requirements, Credera recommended reimplementing a completely new instance of Salesforce.

To do this, we ran a series of design workshops and interviews to capture information. In these sessions we could also demonstrate Salesforce functionality to the business leaders. By taking an iterative approach to the implementation, the wider user community could see progress in stages throughout the project. Additionally, this gave them the opportunity to suggest new requirements, which Credera could incorporate.

We ran through Business Simulation sessions in local sales offices using real-life scenarios to demonstrate how the solution worked. To make the solution easier to adopt and maintain, we used a ‘clicks not code’ approach and avoided customised functionality.

We built, demonstrated and tested a set of reports and dashboards. In the final part of the project, we offered on-site end-user training and bespoke training collateral.

The Results

Salesforce transformation yields global success.

Credera successfully redeployed Salesforce Sales Cloud across eight geographies, including the migration of cleansed data from legacy systems.

The company reported high levels of user adoption and satisfaction across their global sales offices.

They reduced time spent on data administration and increased visibility of customer knowledge – finally achieving a ‘single source of truth’.

Senior management was able to access an accurate view of the pipeline, with consolidated, automated reporting in real time.

Together, the company and Credera established a consolidated sales excellence programme within 12 weeks.

The company continues to use Credera’s proven set of ITIL-based Service Management processes. This means they can continually improve the way they use Salesforce and maintain high Salesforce adoption rates.