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Case Study: Technology Furniture Manufacturer

Solution: Salesforce Service Cloud

Manufacturer of adjustable and innovative technology furniture that promote healthier, more productive environments for life and work.

Need: A technology furniture manufacturer needed experienced Salesforce / CRM experts to guide the enterprise on system recommendations and strategy. There were complex integrations between Salesforce and M2K in place with only a few team members knowledgeable on how to support them and because of these support gaps they were experiencing service interruptions. Because of these higher than acceptable technology maintenance and support issues the enterprise was struggling to keep up with the demands of a growing market.

Approach: The Demand Chain solution involved the creation of a governance team (COE), and the establishment of a regular cadence of sessions between functional leaders to align business priorities. A Salesforce Admin and development team was formalized to meet current technical knowledge gaps within the organization. A sustainable business and technology roadmap was created and approved, with quarterly roadmap updates lead by the COE. The existing Salesforce ecosystem was re-evaluated and prioritized to strengthen high risk integrations, develop new Salesforce functionality, and streamline Salesforce administrative tasks through dedicated resources.

Result: The manufacturer realized an immediate stabilization of critical business systems. Through the deployment of dedicated Salesforce administrator resources, enterprise leadership could plan future Salesforce platform expansion. Due to meaningful system capability planning and expert architectural guidance around the Salesforce platform Salesforce integration related issues and service interruptions ceased. Salesforce and top leadership are involved with all aspects of strategy and roadmap, and through the new implementations of Service Cloud, admin support and governance, providing the enterprise with a nimble technology footprint from which to continue their expanding market growth.

OVERVIEW
Need: Experienced Salesforce / CRM experts to guide the enterprise on system recommendations and strategy.

Approach: Creation of a governance team (COE), and the establishment of a regular cadence of sessions between functional leaders to align business priorities.

Result: The manufacturer realized an immediate stabilization of critical business systems. Salesforce integration related issues and service interruptions cease. Provided enterprise with nimble technology footprint to continue market growth.


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