Client Success Snapshot
- Overview: A major provider of custom film and adhesive products
- Industry: Manufacturing
- Team Size: 1,000 - 2,000 employees
- Annual Revenue: N/A
- Headquarters: MA, USA
- Markets: North America
A major provider of custom film and adhesive products struggled with a process structure that had become obsolete, overburdened by siloization and a lack of visibility. Because the company’s original CRM framework was clunky and incompatible with third-party tools, it could not be expanded upon if needed, making it impossible for business operations to scale.
This limited capacity also impacted its ability to track and manage product catalogs and list pricing — a fatal hindrance for a company built on providing custom products. Additionally, the client had no means of tracking or following up on sales opportunities, forcing it to rely heavily on repeat clients instead of also acquiring new clients.
To address the client’s pain points, the Gerent team implemented Sales Cloud. Sales Cloud laid a new foundation for the client, upgrading its base process structure with a centralized solution that will allow for iterative work as operations scale. Sales Cloud would also help the client manage its accounts, contacts, and opportunities efficiently, as well as gain visibility into its customer relationships.
Additionally, the Gerent team implemented Service Cloud to facilitate full client case management and used Configure Price Quote (CPQ) software to enable better product catalog tracking. The client’s new CPQ software would empower the manufacturer to organize products by SKU, standardize pricing, track exceptions, and institute an approval process for price changes.
Post-implementation, the client’s newly centralized process structure allowed for efficient tracking and management of opportunities, client cases, and customer relationships. Thanks to its CPQ software providing a newly accurate and easily accessible catalog, the manufacturer could customize production rapidly for its own clients.
With the Salesforce CRM integrated into the company’s old mainframe, the client also gained the ability to improve upon their solution iteratively without purchasing new hardware. As a result, the Gerent team’s implementation significantly cut the client’s expected overhaul cost. Powered by Salesforce solutions, the client now has the infrastructure to reach its production potential and operate efficiently as its business scales.