A Major Lighting Firm Unites its Sales and Service Teams with Sales Cloud
Client Success Snapshot
- Overview: A major provider of lighting solutions in North America
- Industry: Manufacturing
- Team Size: N/A
- Annual Revenue: N/A
- Headquarters: NY, USA
- Markets: North America
A major lighting agency in North America approached Gerent in the fall of 2021, after its low-tech digital framework began faltering under the weight of its increasingly complex business processes. The client’s cobbled-together framework of Excel spreadsheets and tools simply wasn’t up to the task of supporting the business’ expanding operations. Moreover, because its team lacked a single source of truth, employees were often left scrambling for up-to-date consumer information and subject to miscommunication, missed opportunities, and service challenges.
The company needed a centralized sales hub to manage its sales-to-service pipeline. Gerent proposed a straightforward solution: implementing Salesforce Sales Cloud via a Quick Start. Within just four weeks, our client gained access to a centralized hub for all consumer information and the means to automate many time-consuming manual sales tasks.
Today, the company can effortlessly convey information across departments without risking miscommunication or data loss. This capability, in turn, has led to greater operational efficiency, improved customer service, and better reporting. Our client still has room to grow — but with Sales Cloud, it at least knows that it has the framework necessary to uphold its expansion.
Client Success Story
Up to a certain point, complexity is manageable. Teams can compensate for operational complications by keeping careful notes and shouldering extra administrative work — but this kind of approach delivers declining returns. When a business’ processes become too complex, its employees can start losing track of crucial details, lose efficiency, and burn out.
For our client, a major lighting solutions agency in North America, this operational struggle had become all too familiar. When the company approached Gerent in the fall of 2021, its low-tech digital framework had begun to crack under the weight of its increasingly complex business processes.
A siloed sales-to-service process complicates interdepartmental communication
For years, the lighting agency had relied on Excel spreadsheets and a few other tools to organize its operations. This strategy worked well enough when the company was small — but couldn’t keep pace as its consumer base grew.
Our client functions as a B2B middleman in the lighting industry; it sources sales opportunities from a roster of manufacturers that correlate to jobs for specific customers. After closing a deal, representatives from the sales division would forward the contract to the service division to coordinate delivery and installation.
Before its partnership with Gerent, this sales-to-service process was siloed and confusing. Because the team lacked a single source of truth, those on both teams were often scrambling for up-to-date consumer information — it was all too easy to miss crucial details during the departmental handoff.
Our client’s cobbled-together framework of Excel spreadsheets and tools simply wasn’t up to the task of supporting the business’ operations anymore; the team needed a centralized sales hub. To obtain it, the organization’s leaders turned to Gerent — a Summit-level Salesforce implementation partner.
Sales Cloud facilitates a smooth sales-to-service handoff
After forging an initial connection with the lighting agency, Gerent’s team scheduled a brief check-in to discuss the client’s goals, pain points, and ideal outcomes. Ultimately, the client wanted a digital platform to facilitate a cohesive sales-to-service process without subjecting its team members — or clients — to confusing silos or outdated customer information.
Gerent proposed a straightforward solution: Salesforce Sales Cloud.
As its name suggests, Sales Cloud is a cloud-based application that facilitates better selling. It provides a centralized hub for all consumer information and automates many of the time-consuming manual tasks sales reps take on daily.
“Our client valued Sales Cloud because it would help their team keep better track of their in-progress deals and ongoing projects,” Michael Arbogast, the client’s dedicated Salesforce solution consultant, explained in an interview. “Once a rep closes a sale, they can create a project and automatically assign a service-side project manager to oversee it.”
Sales Cloud neatly eliminated our client’s biggest problem: interdepartmental miscommunication. With a shared source of customer truth readily at hand, representatives in sales and service alike would never need to rely on outdated information or worry that crucial details would be lost in the departmental handoff.
That said, a few tools within the Sales Cloud product set delivered enough value to merit specific mentions. These include:
- Chatter — a collaboration app that empowers team members to collaborate within the Salesforce system in real-time.
- Salesforce Mobile — an enterprise-class app that gives employees who are away from the office instant mobile access to crucial CRM data. This capability is particularly valuable for the lighting agency’s service team members, who frequently need to leave the office to fulfill installation orders.
- Einstein Activity Capture for Outlook — a unifying feature that allows reps to log into their Outlook accounts from Salesforce and, provided they download the associated add-on, open Salesforce records directly from Outlook.
Lastly, Gerent integrated the lighting agency’s existing ERP, Oasis, with Salesforce. For now, this integration allows the client to transfer data from Oasis into Salesforce manually — however, the client could opt to make such data transfers automatic in the future.
Gerent delivers comprehensive functionality within a two-month turnaround
Given the lighting agency’s interest in a speedy implementation, Gerent opted for an accelerated Quick Start approach. This expedited schedule ensured that our client could establish a centralized hub within a mere four weeks. With Sales Cloud, the company can effortlessly convey information across departments without risking miscommunication or data loss. This capability, in turn, has led to more operational efficiency, improved customer service, and better reporting.
Today, our client still has room to grow — but with Sales Cloud, it at least knows that it has the framework necessary to uphold its expansion.
Wondering how your organization could benefit from a Salesforce transformation? Contact Gerent today for a personalized consultation!