01/13/2022
How We Helped to Save Over $500K/year by Improving Sales and Service Operations Using Salesforce Platform
Who is the customer?
A few months ago we had a customer contacted us and asked us to help them to solve their business growth challenges.
McKinley Equipment is a sales and service distributor for loading dock & warehouse equipment, commercial doors, and industrial lifts. From its earliest days, former Marine and founder Bill McKinley built a reputation for being an honest, trustworthy business partner. But it’s hard to maintain those values during the growth period without proper technologies in place and that’s when needed help.
What business goals did they have?
McKinley was challenged primarily with these goals:
* Consolidate all data from 9 siloed places in one system and reduce the cost of ownership and increase visibility into teammates’ work.
* Have a platform into which data could be entered once and shared across the organization;
* Increase productivity and optimize communication channels;
* Improve field service operations;
* Improve sales process by increasing visibility and efficiency of sales operations;
What business problems did they face?
* There was no pipeline — it was total blindness.
* Employees didn’t work collaboratively and efficiently.
* Employees didn’t work in one system and with the same up-to-date data.
What did we design as a solution for McKinley?
* By implementing the Salesforce Customer 360 product helped the company to stop operating in blind silos, sales teams can now work a lead, convert it to an opportunity, and generate a customer quote within a single system.
* Automated Order-to-Installation process. Once an order is placed, a project manager can then pick up the phone — or an email can be automatically generated and sent — thanking the customer and detailing the next steps in the installation process.
* Payment notification automation. When a customer hands a field agent a payment check, he can deposit it by snapping a photo and sending it electronically to the bank. At the same time, a copy of the check also gets logged into the system by Sales Cloud. Then we know it should be full steam ahead because we’ve been paid.
* Field service management automation. Reps are now able to do more business while out on a site visit. When the company ran on paper, they couldn’t track any additional work a customer may have needed beyond the work order
* Assets management. It lets McKinley Equipment leverage account histories to match the correct technician to a job based on what make and model of equipment a customer has. That process has increased efficiencies within the company. In turn, customer satisfaction has been on the rise, as well.
“We’re a service company. Everything we sell has to be installed and maintained to maximize uptime and asset life. Salesforce gives us the ability to manage the process.”
KEVIN RUSIN, CFO AT MCKINLEY EQUIPMENT CORPORATION
Who are we?
I am a Co-Founder and solution architect with a wide range of experiences designing and implementing Salesforce and Cloud solutions.
We help small businesses and startups with digital-first thinking to improve their Salesforce CRM platform operations. Our customers engage us whether they need a first-time Salesforce implementation partner or they need experts and resources to design, develop and implement customized Salesforce cloud solutions or integrations.
We are passionate about helping you bring your Salesforce automation to the next level so you can achieve the best possible operational efficiency.
What methodology did we use?
In this project, we used a proven methodology that helped us to solve customer problems and have personalized implementation.
1. Assess. We researched the company’s current state and identified the bottlenecks and potential risks we might face during the project. At this stage, we also identified the required business outcomes and KPIs that the customer wants to achieve.
2. Plan and Architect. We architect the solution using different Salesforce products and run a Proof of Concept to prove the design and thinking.
3. Develop. We developed and configured the solution as per our design document and Scope of Work.
4. Validate. We let the customer validate the solution by performing UAT and end-to-end testing and final acceptance.
5. Deploy/Go Live. We deployed the solution and perform all the necessary activities like data migration and transformation, and other activities required for Go-Live.
6. Transition. We educated and enabled users to make sure the solution is successfully adopted and used.
Results
* By implementing a diligent field service management system McKinley has done an additional $1.4 million worth of additional on-site work since adopting the system.
* McKinley was able to save about $150K per year by consolidating all the workflows and interactions from 9 different siloed systems into one Salesforce Customer 360 platform.
* The efficiency of sales and service operations skyrocketed by 45% which is in translation to 120 users projects to at least $750K/year in cost savings.
What’s next?
It all starts with the conversation. Why don’t we have one so you could share with me your unsolvable challenges in CRM or sales & marketing operations or your growth goals?
I will also answer your questions that you might have about sales, marketing, or revenue operations and how we may help you solve your business challenges.
Book call here: Intro Call ([email protected]/bookings/s/jnKnYsSMfkqN8RDoH5YBmw2)" rel="ugc" target="_blank">https://outlook.office365.com/owa/calendar/[email protected]/bookings/s/jnKnYsSMfkqN8RDoH5YBmw2)
