ModularWalls is continuing to grow rapidly and attributes a large part of this to Salesforce. It has not only improved sales and the customer experience, but made it much easier to scale. For instance, Service Cloud allows it to provide efficient support and close cases fast. It also provides ModularWalls a new stream of leads through instant SMS chat that it didn’t have access to previously. ModularWalls has more recently used Salesforce Knowledge to build out a series of FAQs that support faster onboarding of sales reps and partners.
“Scalability is key to any small business, and so when you are investing in technology you have to think about whether it will scale to meet the needs of your business as it grows,” said Holden. “In our minds, Salesforce is like another employee for us, working 24/7 and crunching our data to enable the business to scale while providing a great customer experience.”
Holden shared that this scalability has proved invaluable during COVID-19. The pandemic has driven a surge of growth for the business due to increases in home improvement projects and government infrastructure projects. ModularWalls has had to expand manufacturing capacity to keep up with demand and is already preparing for another wave of interest as its set to be featured on Australian DIY show The Block.
Next on the business’ roadmap is using Tableau CRM to unlock new insights from its vast data. It wants to make smarter decisions about how it allocates leads to partners and better pinpoint what drives conversion in order to optimise marketing journeys.
More broadly, ModularWalls is continuing to innovate and build out its product range. Soon, it plans to introduce sustainable walls built using plastic bottles. These will be launched in the commercial space first and substantially reduce the use of materials like concrete. They will also prevent millions of bottles ending up as landfill.
Holden said that when the walls are ready, they will use Salesforce to get the word out. “Quality and innovation is important, but it is also a matter of who markets best. We’re in a strong position and don’t need to look for another partner to support our next leap of growth. We’re invested in Salesforce and it’s empowering us every day,” said Holden.