The customer is an international manufacturing company specializing in developing modern retail ecosystems, namely retail equipment and similar solutions.
The company operates all over the world and has production facilities and sales representation in a number of European and Middle Eastern countries.
Their client interaction also runs through a network of regional offices and distributors.
The customer network covers businesses of different sizes in over 70 countries.
The customer had a need to integrate Salesforce into their comprehensive IT ecosystem as a CRM platform that would be used by 120 sales managers moving the company forward.
This required designing and implementing the complex process structure that would be integrated with the enterprise resource and project management software that is in use by 1200 employees.
The main challenge was to provide a seamless transition that would preserve and strengthen the integration of Salesforce as the CRM component with the ERP and task management system.
The change in one of them would critically influence the cooperation between different departments and could potentially disrupt the communication within processes.
The existing Salesforce design was primarily targeting the user experience, which did not necessarily serve the representatives working in the field.
Another dissatisfaction came from the data models, which did not serve the operation of the CRM, ERP, and task management system as a cohesive ecosystem.
The main task outlined by the customer was to restructure the existing org.
After identifying the critical pain points of the customer, Redtag’s experts have focused on the smooth and deep integration between the existing systems.
Our specialists adjusted the data model, namely implemented the unified objects, which allowed to make the system easy to use and not overcrowded with unnecessary information.
This adjustment also introduces the functionality of the live tracking of sales which allowed the customer to have a better overview of the current status.
In addition, our experts assured the proper system integration with the customer’s processes in Wrike (the process management software of choice), and 1C (the ERP tool), while maintaining the sales, planning, and strategy development operations within Salesforce, used as a CRM.
To sustain the proper and complex transformation, Redtag applied the Salesforce API and third-party tools to consolidate three different systems.
The implementation used also included tailoring with the Sales Cloud and Campaign Influence with respect to customer needs.
Our specialists had also adjusted the reporting system, which would now include the data quality and data management components.
This was achieved by reimagining the data model so that it would comply with the required processes and architecture of the aligning systems.
The number of reports itself was reduced, and their structure was standardized to turn them into the single versatile source of truth across all offices and business units.
The restructured solution also accounted for the diversity of the sales team structure and incorporated the work of the product managers, middle managers, and field representatives.
Another added feature was the mobile application for the sales reps, where they could easily access the information about the scheduled calls or events, bring up the reports, etc.
Additionally, the solution has provided Chief Sales Officer and CEOs of the subsidiaries with relevant real-time sales data in the respective Slack channels.
We also assisted the customer in replacing the existing Salesforce licenses and conducted the associated data transfers.
The stakeholders of the cooperation with Redtag on the customer side included Chief Sales Officer, Chief Information Officer, Chief Operations Officer, two administrators, and two developers.
Mobile Salesforce App
Third party integration systems (Workato, Integromat, Wrike)
Marketing process from scratch