SMBHD

Empire Today needed a tool that would help grow their commercial processes, differentiate their services in the home improvement market and improve the efficiency of their internet processes. Their legacy solutions were not mobile enhanced, and customers had no way to access the data they needed either via a desktop or a mobile-friendly solution.

Overall, the organization needed a solution that would integrate their existing Salesforce Sales Cloud solution. It needed to be user-friendly and allow their customers to place orders and get support when needed. They needed a solution that would be 100% secure in order to process credit cards and display financials to their customers.

Leveraging Salesforce’s highly scalable Community Cloud, SMBHD implemented a custom user interface that provided customers with an interactive order wizard. Using a combination of Lightning Components and custom APEX, SMBHD provided a solution so any commercial customer can re-floor an entire room, apartment, or complex with a couple of clicks.

RESULTS

Empire Today now has a mobile solution that allows for a quick two-step point-and-click “StubHub-like” ordering process. Ordering is now a visual-based user experience. All a customer needs to do is log into Salesforce Community via their desktop or mobile device, pull up the floor plan of their properties, then point-and-click to place an order.

Their customers can now use any device while walking through a property and quickly customize their orders by building, floor, unit, and room which includes the ability to completely customize their product combinations.

About Graymont Medical Prescription Management

Graymont Medical is a Joint Commission-accredited healthcare and durable medical equipment provider with a patient-first mindset. Working alongside healthcare facilities and physicians nationwide, quality of care is our top priority. We are always on our game so we can help patients get back to doing the things they love. Whether that means pounding the pavement for a daily run, playing in a tennis league or simply tossing kids in the air, we offer best-in-class orthopedic products specifically designed to optimize recovery times.

The Challenge: Inefficient Inventory, No Global Search Option

Patient care coordinators (PCCs) could not easily select inventory items when working on prescriptions.

The process of adding the inventory items was inefficient and took quite a bit of time to find the right item. The PCC had to specify which field they wanted to search by – it wasn’t a global search option.

When adding inventory items, each item needed to be searched for individuality. Multiple line items could not be searched and added at the same time, which meant that a prescription with multiple line items was tough.

The Solution: A Customized Solution with Global Search Option

The product picker solution provided a way for PCCs to easily sort through the inventory items by location, product name, product code, vendor, description, inventory number.

The PCC is now able to search for items easily with a global search option.

Built with lightning components to further enhance the lightning experience for the Graymont users.

Scalable platform allowing line items to be added to other objects in the future.

Multiple lines can be added with the same search

The Results: More Efficient and Accurate System

Saves time when entering prescriptions

Reduces data entry errors

A customizable solution to allow tracking of projects, contract creation, and signature, in one platform.

CapStone’s existing system allowed them to track information for a single branch of their business, but was not customizable enough to accommodate their solar, generator, and roofing branches.

CapStone needed a customizable solution to accommodate the remaining branches of their business that would allow them to modify things as their business changes.  CapStone also needed to be able to generate and send contracts to customers.

• Building out a custom Salesforce org to fit the needs to their solar/generator/roofing branches
• Custom automations to help automate the process of creating a project from an Opportunity once it’s Closed Won
• Custom document generation and e-signing process

Overall, the organization needed a single, flexible solution to create and maintain their customer data and project information.

We were able to provide a custom solution to handle all of their roofing sales/projects.  This custom solution was built out to be scalable as their needs change and grow over time.  Through automations, we’ve eliminated some of the time spent entering data across the platform, and created a system of notifications to make sure users are kept up-to-date on new opportunities, projects, etc.  The custom solution we’ve built out in DocuSign allows information to be pulled in from Opportunities to generate formatted contracts, automatically assign recipients, and automate Opportunity Closure/Project Creation.

RESULTS

With a streamlined solution for their solar/generator/roofing projects, and a highly-automated process for document generation through an integration with DocuSign, CapStone is able to maintain their data in a single, adaptable system.

With an increase in customized data entry fields for projects, CapStone can now monitor and report on key project KPIs.

Salesforce helped PeerPoint create a 360° understanding of their business performance, specifically in the areas of business process improvement, community management, and data automation.

PeerPoint’s journey with SMBHD began in 2016. SMBHD has implemented a Backoffice tool to automate all phases of PeerPoint’s Continuing Medical Education (CME) accreditation process. SMBHD configured Salesforce Sales Cloud and Gmail integration, and Sales Cloud Community to integrate with the CME Backoffice system.

PeerPoint needed a solution that could address several core business needs:

• Connect Salesforce with CME Backoffice.
• Implement Salesforce Community for medical professionals.
• Automate document collection with the CME Backoffice.
• Track, print, and distribute accredited certificates.
• Allow doctors to sign contracts, disclosures, and COI forms on their computers or mobile devices.

Overall, PeerPoint needed an innovative system that would allow for an end-to-end system to integrate the CME BackOffice, track accreditations, and automate data collection.

In response to these challenges, PeerPoint approached SMBHD with the goal of a three-phase project: Implement the Backoffice tool, Salesforce Sales Cloud, and Community Cloud.

PeerPoints’ goal was to create an innovative system that would allow them to provide the best information, education, and tools about medical education certification to support their clients and partners. By implementing Salesforce Sales and Community Cloud, they can easily track partner education, certification, education, toolkit, and process improvement.

RESULTS

After implementing a multi-phase solution, PeerPoint can now focus on its clients by helping them succeed. Their doctors have an automated system to claim CME credits, automated documents, the ability to sign documents and forms all in a single interface. As a result, the system was easy to navigate and helped clients spend less time on the process and save money.

A single system to manage all data and reporting.

Emerald Transformer had a decentralized system for tracking and monitoring data using both ZenDesk and spreadsheets.  The level of detail being captured wasn’t enough to suit the company’s needs and the reporting was not able to provide information in the way the company needed in order to run their business as efficiently as possible.

Emerald needed a standardized way to track lead, account, contact, and opportunity data; allowing them insight to potential revenue.  The goal was to keep this information in one system instead of across multiple data tracking systems, as they had been using previously.  Emerald struggled in the past to report on activities and other key metrics across Leads and Opportunities.  To track their data, Emerald needed a process that would allow the following:

• Entry of both high-level, and detailed information in one easy-to-use interface
• Customized reporting and dashboards to allow Emerald to accurately track and review KPIs
• Ability to monitor the success of their sales reps from lead creation through opportunity closure.

Overall, the organization needed a single, flexible solution that allowed potential business to be tracked and reported.

Leveraging customized fields, automations, reporting, and dashboards, SMBHD was able to create a streamlined process to meet Emerald’s needs.

RESULTS

With the single-system to manage all data entry and reporting, Emerald is now able to better track and monitor customer relationships and revenue streams as they change.

Emerald has streamlined the process of data entry, created a central repository for this information, and gained access to reporting on key KPIs they previously were not reporting.

Iowa Interstate Railroad was having challenges managing their sales operations due to the limitations of their legacy process which was a combination of email, spreadsheets, and word documents. It simply did not scale, had zero transparency, and minimal reporting/metrics. Iowa needed a more robust CRM solution that could handle all their sales operation needs, plus be mobile accessible in the field; and they needed to do it on a small, fixed budget (i.e., QuickStart Project).

Iowa needed a more efficient way to manage their core sales operation processes. Specifically, a solution that could address the following needs:

• Eliminate the need for spreadsheets to manage core sales operations processes.
• Data validation to ensure that all the required data was being captured for Account, Contact, and Opportunity.
• Automated reports and dashboard for both executives and front-line staff.
• Integration between O365 (Outlook) and Salesforce.
• Ability to warehouse all their Commodity Codes and leverage as products.

For the sales operations team, SMBHD implemented a completely custom application to track all Account, Contact, Opportunity (active sales deals), and Contact information. This included integrating with Microsoft Outlook (O365) and custom reports and dashboards. And this was all done on an exceedingly small fixed-fee budget.

“The ability to use Microsoft Outlook and Salesforce together will certainly be a plus!”

RESULT

The implementation of the Salesforce Sales Cloud and O365 have created significant productivity gains for Iowa. Sales operations now has more streamlined processes, better data integrity, and proactive process notifications to ensure top notch service to their clients. And everyone in the organization has access to core performance metrics, via public reports and dashboards.

The ability to move ITA out of spreadsheets and provide real-time mobile accessibility has been a huge benefit to ITA. Specifically, in the areas of client response time and productivity.

The IT Architect (ITA) was experiencing growing pains due to using legacy processes that simply didn’t scale, running its business through Google Suite (Gmail, Google Sheets, Google Docs, etc.). Also, because they are a national organization, they had a non-centralized staff working all over the US.

ITA needed a way to not only centralize their sales operations process but needed an easier way to manage their sales pipeline. ITA needed a solution that could address the following needs:

• Centralize Account and Contact data
• Centralize Opportunity data and automate their sales process.
• Create real-time notifications on stalled deals or new deals.
• Mobile accessibility
• Integration with Google Suite
• Sales reports and dashboards

Overall, ITA needed a single solution that could integrate and optimize the organization’s sales process into a 1-stop shop. Also, for its existing Google Suite solution to integrate with Salesforce. and they needed to do it on a budget of less than $7k.

In response to these challenges, ITA partnered with SMBHD to create a Salesforce Sales Cloud implementation that was both inexpensive and impactful from a ROI perspective.

Leveraging Salesforce’s highly scalable Sales Cloud, SMBHD implemented a low cost solution that addressed all of ITA’s primary needs including the centralization of all of their core sales data (contacts, accounts, opportunities, leads), integration with Google Suite, mobile access, and customized sales reports and dashboards.

RESULTS

Implemented a Sales Cloud solution with real-time integration with Google Suite. A mobile optimized solution that centralized all their core sales data (Accounts, Contacts, Leads, Opportunities), created highly customized reports and dashboards, and automation of alerts for the sales operations team.

Design and Software International (DSI) was experiencing significant growth, but their legacy CRM system was simply not keeping up with the growth. DSI needed a more robust CRM solution that could handle all their sales and customer support needs.

DSI needed an easier way to manage the performance of both their Sales and Customer Success teams. DSI needed a solution that could address the following needs:

• Provide quick and easy visibility into current sales pipeline performance.
• Automation of opportunity renewals to ensure no revenue opportunities are missed.
• A quick and easy way to capture customer feedback for real-time performance feedback (surveys).
• Real-time visibility into open/closed support cases, so the DSI team has a 360-degree understanding of what’s going on with their accounts.
• An automated customer support escalation process, to ensure a 100% Case Close Rate.
• Custom digital form functionality for both quotes and reseller requests.
• Automated onboarding process reminders for the customer success team, to ensure a positive onboarding customer experience.

Overall, DSI needed a flexible solution that could help their sales team to continue to grow the business and for their customer support team to provide the highest level of service.

DSI partnered with SMBHD to create a highly customized CRM solution including Sales Cloud, Salesforce Service Cloud, and Conga (for custom digital documents).

RESULTS

The implementation of both the Salesforce Sales and Service Clouds, along with the implementation of Conga (used to generate custom digital documents like quotes). Now the executive team has real-time insight in the performance of every aspect of their business; this includes both team and individual performance. Also, DSI now has new sales process automations that ensure there are no missed revenue opportunities for renewing contracts. They also have new support escalation automation to ensure no cases go unresolved due to capacity issues or human error.

Hannover Fairs USA was having productivity issues directly related to using disparate systems to coordinate the hosting of major international conferences like Domotex or Intershutz. Specifically, in the areas of coordinating the selling event booths, selling event sponsorships, and coordinating event billing.

Hannover needed an easier way to manage the inventories of both booths and marketing sponsorships for each individual event. Hannover needed a solution that could address the following needs:

• Integration with Map Your Show, an event and conference management tool.
• The ability to manage an event’s booth inventory directly in Salesforce.
• The ability to manage an event’s sponsorship inventory in Salesforce.
• Integration with QuickBooks accounting software.
• The ability to configure invoices by billing cycle, purchases, custom conditions, and by event.

Leveraging Salesforce’s highly scalable Sales Cloud, SMBHD implemented a custom user experience that created the ability to track all of Hannover’s sold/unsold inventory, ensure none of their inventory was sold to more than once (i.e. oversold), and that they could invoice the customer immediately via Hannove’s custom invoicing functionality within Salesforce and integrated with QuickBooks.

RESULTS

Implemented a Sales Cloud solution with real-time integration with both Map Your Show and QuickBooks. Sales and sales operations personnel now have a one-stop shop to see everything about a specific event or conference. In a single view, they can easily see what booths are available, what types of sponsorship opportunities exist at each show, and where every show participant is located within a particular event. The result is a fully integrated Salesforce Sales Cloud solution that provides a 360-degree view of every event or conference, real-time inventory analysis, and completely customizable billing.

NDSC has historically provided support for their end-users and electronic health record (EHR) partners via email; however, this wasn’t a scalable solution and it was becoming too difficult to manage open support issues. Documentation and release notes were not readily available to customers in a self-service environment.

NDSC needed an easier and more robust way to manage their customer support process to keep up with their high growth; this included:

• Automating their customer onboarding process.
• Simplifying the customer’s ability to open, close and track their cases.
• 24/7 customer access to articles, both self-service support and general knowledge articles.
• The ability to perform trend analysis on case issue drivers; using this information to improve support and service to clients.
• Internal resource tracking, so that they could better manage workloads across customer service representatives.

Leveraging Community and Service Clouds, SMBHD implemented a custom user interface that provided customers the ability to track all their case history for not only themselves, but for anyone else within the same organization. This included all communication and files associated with a case.

RESULTS

Implemented a Partner Portal for client self-service with a Knowledgebase in addition to a Service Cloud ticketing system. Implemented a custom New user Sign-on that ensures that only valid business email addresses are used by customers. We also activated Chatter in their Service Cloud and we automated the open and close notifications of customer cases for an improved customer experience.

The result is a fully integrated Sales, Service, and Community platforms (360-degree view). Improved productivity due to less manual effort spent during onboarding. Better customer experience via the ability to self-service on cases and knowledge articles and insight into customer activity within the Community.

Chomps already had a Sales Cloud organization in production, yet the bulk of their organization was not even using the platform. Most people within Chomps were managing their business processes via Gmail and Google Docs Spreadsheets. This problem resulted in 2+ years of paying for rarely used Salesforce licenses, thus not seeing the desired level of ROI. Also, not having the desired level of transparency with their processes.

Chomps needed a solution that could address several core business needs:

• Organization-wide user adoption of Salesforce.
• Implementing a centralized and transparent CRM solution that allowed team members to see real-time performance in their ecosystem.
• Improvement in both the tracking of promotions, but also on the ROI of their promotional campaigns. They needed to be able to quickly identify both strong and poor performing campaigns.

Chomps approached SMB with the goal of a reimplementing their Sales Cloud via a Quick Start project. SMBHD was able to complete this QuickStart in only 5 weeks.

Leveraging Salesforce’s highly scalable Sales Cloud allowed Chomps to not only centralize their Accounts, Contacts, Leads, Opportunities, and Campaigns data; it created the ability to easily track activity surrounding these same individual records. It also made it easy to collaborate on these same records via Chatter. Chatter is a native Salesforce messaging tool that takes conversations out of email and texts and stores them where they should live; within the actual Lead, Campaign, Opportunity, etc. It also allows these conversation to be stored chronologically within the record.

RESULTS

On top of having real-time insight into their business processes and business performance, Chomps now can integrate with targeted 3rd party tools that will help expand marketing capabilities and improve marketing performance. Chomps has an opportunity to improve business performance of their campaigns as they can now map campaigns to conversion (Leads and Sales).

Viracon needed to improve sales productivity and internal transparency on process & individual performance, while securing their data from competitors within a shared environment.

Viracon was using a combination of completely outdated technology (10+ years old) and spreadsheets to run their sales operations. Viracon needed a centralized and highly secure CRM platform from which to run their sales operations, this included:

• Corporate ownership had minimal insight into the sales process, creating missed sales and productivity opportunities for the entire organization.
• They had no mobile access to their CRM data, critical to their national sales team and contractors.
• The existing processes and technology were not scaling properly as it was heavily based on spreadsheets and the antiquated Viper CRM platform.
• Secure data was a priority for Viracon, as they would be living in a shared Salesforce organization with other Apogee business units; with some of these other business units being competitors.
• Viracon need the ability to track not just project contributors, but to track all parties involved; they referred to these 3rd parties as “Influencers”.

Leveraging Salesforce’s highly scalable Sales Cloud, SMBHD implemented a custom sales application that not only allowed for the traditional tracking of Accounts, Contacts and Opportunities; but also, the ability to track opportunity Influencers whether the opportunity was “Closed Won” or “Closed Lost”.

RESULTS

The project allowed Viracon to eliminate their legacy CRM system and move to the highly scalable Salesforce platform that allows them to integrate with other IT platforms they use, like Epicor, Egnyte, Outlook 365, and Viper. They also now have push-reports/dashboards available to all levels of their organization, from executive to key sales team members. Also, the entire team now has real-time mobile access to their CRM data, including Accounts, Contacts, Opportunities, Projects, and Contacts.

RoadSafe Traffic Systems, Inc. had a decentralized system of tracking and managing potential Future Projects. While RoadSafe’s sales are tracked within Salesforce, Future Projects were tracked in a spreadsheet without a consistent way of tracking and reporting on this data.

RoadSafe needed a standardized way to track future projects, allowing them insight to potential revenue. The goal was to keep this information separate from Opportunity revenues, as Future Projects are very high-level and aren’t a commitment from a client at a level that would warrant an Opportunity, thus leaving forecasting and Opportunity reporting unaffected. To track these Future Projects, RoadSafe needed a process that would allow the following:

• Flexible entry of data, allowing users to associate the Future Project with either an existing account or to enter in the name of a contractor without creating an account
• Entry of information from desktop or mobile
• Customized reporting and dashboards to allow RoadSafe to prepare for potential incoming business
• Ability to estimate an amount of expected revenue at either a record level or line item level

RoadSafe partnered with SMBHD to create a centralized process with a mobile solution. A solution that enhances their ability to monitor Future Projects, allowing high-level data input, with the flexibility to enter data on a more detailed level, where it could be accessed by all users instead of disparate spreadsheets being created by individuals throughout the company.

RESULTS

With the single system to manage all Future Projects, Roadsafe is now able to better track and prepare for potential work that may be coming in.

The tool allows Roadsafe users to enter data as it comes in from contractors while out in the field or in the office. RoadSafe has streamlined the process of data entry, created a central repository for this information, and gained access to reporting on key KPIs they previously did not have reporting on.

InterConnect Wiring provided support for their buyers and suppliers via email; however, this wasn’t a scalable solution and it was becoming too difficult to manage and relay information regarding purchase orders and fulfilment status.    

InterConnect needed a centralized and highly secure Customer Communities Portal from which to allow their buyers (internal) and suppliers (external) an easier and more manageable way to relay information regarding purchase orders and fulfilment status, and a reduction in email exchange, this included:  

• Ability to view orders and fulfillment status in Salesforce where Buyers have the ability to place orders 
• Integrate Salesforce with their ERP system, which holds a source of truth 
• Ability to notify internal and external users when updates are made, or a response is needed 
• Ability to view and update Purchase Orders and Purchase Order Line items in a compact and guided modal 

Overall, the organization needed a single solution that could integrate to their existing ERP system and optimize their Purchase Order process and communication.  

In response to these challenges, Interconnect re-engaged with SMBHD to update and add additional features to their current Partner Portal and create a completely unique support experience with a Communities Supplier Portal. 

Leveraging Salesforce’s highly scalable Community Cloud, SMBHD implemented a custom user interface that provides suppliers and buyers the ability to track purchase orders and their updates. 

RESULTS 

The project allowed InterConnect to provide buyers a vehicle to communicate with suppliers, thus reducing the number of email exchanges.  It also gave buyer and suppliers the ability to leverage Salesforce to view and update purchase orders and have real-time purchase order and fulfillment status updates.  Buyers gained the ability to communicate and follow-up with suppliers and track these communications withing Salesforce.  

Prior to collaborating with SMBHD, SK Professional Tools already had a Salesforce Sales Cloud implemented, however the team was not using the platform. Most of the users within SK Professional Tools were managing their business through email and spreadsheets. It is unclear as to why the team abandoned the use of the platform – ultimately not seeing the desired results in ROI. In addition, without a regularly leveraged tool the organization did not have a concise or clear business process.

SK Professional Tools needed a simple and easy solution to manage their customer and consumer account, contacts and Opportunities, this included:

• Removing all stale data from their current system – Leads, Accounts, Contacts and Opportunities
• Clean existing page layouts, reorder sections and add missing fields
• Reorder lighting pages and add suitable components to the lightning layout
• Enhance and simplify the client’s ability enter different types of records that be for Leads, Accounts, and opportunities
• Ability to track closed lost opportunities and their reasons
• Ability to notify internal users of their tasks
• Ability to sync emails to Salesforce straight from Outlook

Leveraging Salesforce’s highly scalable Salesforce Sales Cloud, SMBHD implemented a custom user interface and application that allowed for the traditional tracking of Leads, Account, Contacts, Opportunities; but also, the ability to track the different types of opportunities in each industry and it influencers.

RESULTS

The project allowed SK Professional Tools to eliminate the use of ad hoc and home grow spreadsheet to track client and consumer interactions. This highly scalable solution provides the user with point and click methods or entering data, and reporting capabilities. They also have the capabilities to sync emails to record in salesforce making it a much easier for internal uses to know the state of an account.