Rescuing Salesforce Marketing Cloud with expansion and automation.

Korcomptenz revived Salesforce deployment through expansion and automation of key functions.

5+

new brands successfully integrated with Salesforce Sales and Service Cloud.

30% to 50%

reduction in manual effort depending on tasks, enhancing visibility across credit applications, referrals, contracts, and accounts payable.

Cost-efficient

field operations handling using native Service Cloud features.

Conquering Operational Challenges: A Transformative Partnership with Our Client

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The client is a leader in the construction materials distribution industry, managing a portfolio of 17 brands that cater to windows, doors, fasteners, millworks, and other construction essentials, accessible through centers across the United States. Their mission is to unify the materials, products, services, and expertise necessary for suppliers to effectively support builders, architects, and homeowners under one roof. Beyond product distribution, the organization offers engineering support, training and education, installation and delivery services, and even marketing assistance to its customers.
Acquiring new brands and services has been pivotal to their growth strategy, but it has led to an overwhelming influx of new platforms, business units, and processes. This has caused the organization to grapple with swiftly evolving needs, a lack of centralized systems, and mounting technical debt.
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This case study explores how our expertise and guidance stabilized and expanded their sales and service operations. We quickly and effectively aligned the client’s Salesforce implementation with their operational needs and goals, enhancing automation and customer experience.

The Collaboration

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Korcomptenz worked closely with the client in the construction distribution market to swiftly and effectively stabilize their Salesforce Marketing Cloud implementation, expanding it to new brands and introducing automated functionality. When we took over, the organization experienced rapid growth over the previous five years, but their Salesforce implementation had not kept pace. Limited internal resources and unreliable external partners resulted in Salesforce Sales and Service Clouds that were misaligned with their updated corporate structure and depended on manual processes.

The Challenges

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Our client undertook a journey marked by complexities and a host of challenges that became significant barriers to their success. Navigating a complicated landscape, they encountered multiple sales and service issues that stalled their progress and made their journey more challenging. These challenges encompassed:
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Case Study 1
An outdated Salesforce Sales and Service Cloud implementation that failed to align with the latest business needs of their expanding brand portfolio, compounded by limited use of automation features and other essential functionalities.
Case Study 2
The customer’s previous Salesforce partner relied on trial-and-error fixes, leaving users in constant flux. A lack of cohesive strategy, insufficient support for large projects with concurrent workstreams, and inadequate project management and organizational knowledge further compounded the challenges.
Case Study 3
Brands struggled to utilize Salesforce for their specific needs, leading to decreased user morale and confidence in its role as a centralized sales and marketing platform due to prolonged delays in implementing necessary functionalities. This situation led to accumulating unmet needs, reliance on manual processes, and severe limitations in scaling sales and service operations effectively.
Challenges Case Study

Solution

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Korcomptenz transformed the client’s sales and service operations, overcoming challenges with innovative solutions. We expanded Salesforce to incorporate new brands and partnered closely to improve automation and promote company-wide collaboration.
We expedited sales and streamlined customer onboarding with an integrated online credit application and reference system that automated sales, customer interactions, and accounting. Additionally, we implemented a specialized workflow in Service Cloud to optimize the handling of third-party support requests via email.
We automated their entire accounts payable process and collaborated closely to innovate tailored solutions, addressing challenges directly and providing robust support to the client team. This involved resolving multiple errors in contracting and other Salesforce areas, demonstrating Korcomptenz’ dedication to effective account and project management.
We revamped their Salesforce setup, fortifying infrastructure and aligning sales and service processes with business goals. As satisfaction rose, we initiated more projects, using Salesforce Maps and tools for improvements. Collaboratively, we created an efficient Field Service and Work Order management process without extra licenses.

The Benefits

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Our significant achievement here was successfully managing multiple concurrent workstreams that delivered tangible benefits to the customer, including:

Efficiently expanding Salesforce Sales and Service Cloud to encompass over five new brands within the company, utilizing existing structures and harnessing Salesforce’s robust object-type controls to tailor operations for each brand's specific requirements.

Innovative solutions for external service delivery by enabling internal Customer Service teams to route support requests to third parties via email, complete with automated follow-ups and surveys to measure and ensure successful outcomes.

Automated workflows and enhanced visibility across their credit application, referral process, contracting, and accounts payable processes, featuring seamless integration with dynamic website forms across brands, contracting software, Power Apps, and comprehensive process visibility.

Enhanced collaboration through an innovative product suggestion application integrated into Salesforce, empowering management to review and evaluate potential future products efficiently.

Cost-effective field operations management using native Service Cloud features without the need for additional licenses.

We achieved a 30 to 50 percent reduction in manual effort depending on the business function of the customer.

Client Testimony

“Any time a new technology topic comes up, I never hesitate to reach out to Korcomptenz. And while I like to plan my projects in advance, they’ve never failed to come to the rescue being both responsive and thorough. In summary, a true partner I can count on.”
Four year partnership

Four Years of Partnership: Over 12 Projects Supporting 15+ Brands with Advanced Systems

Our relationship spans over 4 years and includes more than 12 projects, supporting 15+ brands. We have provided extensive support for systems such as Salesforce Sales Cloud, Salesforce Service Cloud, Power Apps, and various web technologies.
Discover our expertise in Salesforce Sales Cloud, Salesforce Service Cloud, Power Apps, and automation, providing continuous support to drive your success. As a certified Salesforce and Microsoft Gold Partner, we prioritize your requirements with a #FocusOnYou, driving value and delivering excellence. For more details contact us at [email protected] .

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