ARN went live with all of these capabilities on time and on budget, despite the challenges of onboarding remote teams during the pandemic. Daily Q&A sessions, weekly check-ins with leaders, how-to guides, and training videos all helped make the change easier while super users and support teams benefited from additional learning on Trailhead.
"I think one of the most important aspects of the change was gathering everyone’s feedback and making sure they felt heard,” said Wessel. “Pre-sales is a very collaborative effort and we wanted to make sure that everyone had a say and felt a sense of ownership over the change."
They have also created internal efficiencies in areas like reporting. For example, sales reps can now produce forecasts and reports at the click of a button as opposed to spending three or four hours a week typing up information in spreadsheets.
Now everyone is collaborating on Salesforce they have been able to streamline the process for customer proposals which have an average turnaround time of three and a half days.
"Our customers have increasingly tight timelines and Salesforce helps us to meet these by removing roadblocks and helping us move a lot faster internally," said Wessel.
The next step for ARN will be to streamline its post-sales activities so that it can work even faster. It also plans to use Salesforce to automate activities like post-sales reporting for customers. This will lessen the administrative pressure on teams while ensuring customers receive more timely updates.
Social Studio is also on ARN’s roadmap. This will be used to manage organic posts related to campaigns, helping to reduce workload for the social team while allowing for better reporting back to customers.
Wessel shared her excitement about the future possibilities, including the opportunity to build on the solutions already in place.
"I have never worked with a system where I have so much flexibility and control to change things without needing to go to a developer. You can do anything you want with Salesforce, it just depends on your skill level,” said Wessel. “What we want to do next is to increase our accountability to customers and better engage with them throughout their journey. Salesforce will support us to do that without increasing the workload on our teams who are already doing so much."