The Ripple Effect

About the Project:

Number of employees: 5,500+

Products deployed: Customer Advisory, Service Cloud, MuleSoft, Digital Engagement, Automotive Cloud, CPQ

Industry: Manufacturing

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About the Manufacturer‍

This company is a leading North American manufacturer of outdoor lifestyle products, known for their popular RVs and high-quality outdoor products. They are an established collection of six popular brands seen worldwide. As a lifestyle brand, they are committed to helping their customers explore and experience the great outdoors, enabling extraordinary adventures. Being an organization that sells its products indirectly to its customers, they faced various challenges, such as a lack of visibility, and desired to elevate their customer service to a higher level.

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“We strive for customers for life. Every decision [made] is rooted in that desire. Investing, developing, and launching the Service Cloud platform is a huge step in the right direction to continue delivering high-quality service to our owners.”

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The Partnership Begins 

This long-term partnership began with one of their six brands, which was acquired in 2016.  

“We chose NeuraFlash as a partner because we believed their expertise would get us there. Also, we quickly realized they are most like us: down to earth, hard-working with a whole lotta heart behind what they do.” - Director of Customer Service

Despite selling indirectly to customers through distributors, they were missing a centralized database and key information about their customers and assets. It became time-consuming to answer customer questions in regard to vehicle warranties, mechanical issues, service calls, and beyond, due to the lack of visibility. 

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Building the roadmap, one block at at time.

This life style brand creates customers for life and they are committed to providing nothing less than exceptional service. To live up to this aspiration, they needed a platform that could help get them there. After evaluating several CRM platforms and implementation partners, they realized that they needed a more comprehensive analysis of their business processes and technology requirements to create an effective plan going forward. Once they decided that Salesforce was the right platform for them, they began their journey towards digital transformation with the NeuraFlash Advisory team. 

Partnering together to find the best path forward, NeuraFlash worked side by side with the team to discuss possibilities with stakeholders, evaluate current processes, and immerse ourselves in the day-to-day operations within their contact center to identify how best to deliver the omnichannel experience they were looking for. This detailed work culminated in an executive readout and roadmap, showing the deep understanding that NeuraFlash developed during the process, and detailing a clear path to their much-desired future state. With that, the first phase of the project began!

The First Stop on the Journey: Phase 1 Goals

• Manufacturing Cloud with service & CPQ use cases
• Migration off of NetSuite
  
  

At the end of the first phase of the project, our expert team implemented a complex Manufacturing Cloud instance, increasing visibility into wholesalers and customers, and enabling agents to provide faster, more efficient, and personalized service for their customers

Salesforce Manufacturing Cloud empowered this manufacturer's customer service agents with access to a single, 360-degree view of customer interactions, which has improved their immediate and historical understanding of customers’ needs. Essential to the companies continued growth, this new system has accelerated service automation by orchestrating end-to-end processes for customer support, inquiries, and even asset issues across the company. 

Navigating Change to Maximize Impact

Phase 1 provided our customer with scalable technology to reach their goals. However, with technology changes, came major organizational changes as well. As the customer service team began to prepare for this new, complex system, their service and sales teams could see the benefits, but the new interface sitting in front of them seemed daunting.That’s when NeuraFlash’s change management experts stepped in to ensure that the individuals utilizing the technology are the focal point and have the necessary skills to contribute to the future changes at the company. NeuraFlash’s specialists worked with this company to prepare for the large process changes by conducting in-depth training, providing an array of learning materials, establishing clear communication plans, and more

“Our goal was to empower people, who are already great at what they do, with tools that could take them to the next level.” Eugene Master, NeuraFlash‍

With a fully trained and confident staff, and a new solution expertly built by the NeuraFlash team, the project went live and immediately saw:

• Increased visibility, 
• A strengthened agent and customer experiences
• Easier access to customer information via an integrated database of articles, leading to faster, more accurate service
• Roadmap for future changes to enable them to scale

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Good Partnerships Continue

Another Phase 1 is coming! 

‍Automotive Cloud

To learn more about this amazing transformation, click here.

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Salesforce and MuleSoft were the platforms that this manufacturer needed to allow their large business to scale. With the right implementation and expert consulting partner, NeuraFlash, they were able to not only begin on their journey to an exceptional platform experience, but expand on it - preparing their business for continued exceptional growth. 

Looking for a partner that can continue to take your business to the next level? Contact Us today!