HD Supply Facilities Maintenance boosts efficiencies with BlackBerry devices and the Sales Cloud

Challenge

• HD Supply Facilities Maintenance, a leading supplier of maintenance, repair and operating products to the multifamily housing, hospitality, and healthcare industries, wanted to standardize how customer data is collected, and make it easier for field reps to find and share information.
• The company, with a sales force of over 500 associates used email and snail mail to share information, so data was often incomplete, out of date and difficult to analyze.
• HD Supply Facilities Maintenance’s sales team already used BlackBerry devices for communication, so a mobile solution was critical.

Solution

• The company considered chose was Salesforce CRM Enterprise Edition for its flexibility and implementation simplicity. HD Supply Facilities Maintenance also appreciated Salesforce CRM’s robust mobile support.
• Sales administrators quickly adapted Salesforce CRM and rolled it out to more than 500 employees including field account reps, project managers, and management in just three months. Adoption was 100%.
• A custom scheduler helps reps plan their territories so recurring calls can be built once in Salesforce CRM Sales and automatically repeated. Managers can easily view schedules and adjust as needed.
• Sales reps, who make more than 10 calls each day, can easily access schedule routes and detailed account data via their BlackBerry devices. After customer visits, reps can easily update customer information from the road.
• Integration with Microsoft Outlook keeps a record of customer communications. Workflows schedule alerts to other departments – including sending requests and issues to the Credit Department – to keep deals on track. Reps can easily trigger new messages from their BlackBerry devices.
• Information is pushed to reps via Salesforce CRM. Customer data can be easily accessed through the application, and announcements and messages are displayed on the home page.
• Custom tabs show real time status on special orders, returns, and customer issues. Dashboards showcase key business metrics. The Rep has multiple views of their customers. Sales Management can easily see recent activities, orders and log in information.
• Field data from Salesforce CRM feeds into HD Supply Facilities Maintenance’s award-winning “voice of the customer” program to give management a better view of customer needs and requirements.
• Administrators regularly participate in Salesforce.com Certification and Training programs to ensure the company gets as much benefit from salesforce.com as possible. Certification programs help administrators stay up to date on new releases.

Results

• Salesforce CRM Sales helped HD Supply Facilities Maintenance digitize and standardize processes across 500 reps spread among 8 regions. With 100% adoption, data is more accurate and complete--improving planning, and decision making.
• With BlackBerry field sales representatives can quickly and easily access and record information from the road and be more efficient; they can add additional information using PCs if they choose.
• Salesforce.com improves communication with reps. Instead of mailing paper copies or emailing electronic files to reps, all customer information is pushed out through the application.
• With greater efficiencies, HD Supply Facilities Maintenance is outperforming competitors and taking market share.