“We’re on a strong growth trajectory at the moment, and have ambitious plans for continued growth ,” said Elliot Bender, Vice President of Business Development and Marketing for Brampton Brick. “To expand at this scale, we’re heavily reliant on referrals and repeat customers, so we want to make sure we’re providing the best experience in the business.”
With an online customer community, proactive sales, and seamless support, Bender can be confident that the company has the scalability and service quality it needs to achieve its ambitions for growth.
“We quickly recognized that Salesforce was a great platform to change the way we engaged with customers, improve transparency across the business, and break down silos,”
Now, all Brampton Brick’s sales reps follow the same best-practice processes, supported by Sales Cloud. They can view all the information they need to find, win, keep, and grow their customer accounts. And it’s completely changed the way they work. “Salesforce has been a catalyst for a change in our culture,” said Bender. “We can be more predictive about our customers and more proactive in our approach, which makes everything run more smoothly, both internally and for the customer.”
For example, by streamlining approval workflows in Sales Cloud, Bender had removed bottlenecks and improved pricing accuracy. To ensure consistency and reduce manual data entry, Salesforce is integrated with Brampton Brick’s ERP system, providing complete transparency of the customer journey to everyone from a sales rep in the field to a customer service rep in one of the company’s seven locations, and enables the service team to place orders via the Service Cloud console. “We all see the same information, which really improves communication,” added Bender.
“Any member of the team can now pick up a customer request and provide a consistent and relevant response, whereas previously we were unable to track individual conversations,” said Bender. “Both sales and service can see each customer’s full order history and account status, which helps us manage the relationship better.”
The account team can see if a customer is consistently exceeding their credit limit and take the appropriate action – which might involve extending it to support the customer’s sudden growth.
And if service and sales reps do need to discuss an account, they can do so on Chatter, rather than using email, which simplifies collaboration and increases efficiency.
Bender and his team have even built an app on the Salesforce Platform to handle complaints, where staff can log customer issues and upload photographs. “It doesn’t matter if the customer is in Brampton or Chicago, they can report problems to us without having to physically come into an office,” added Bender.
“Salesforce helps demonstrate to our customers that we’re a progressive, forward-thinking company,” said Bender. “With Salesforce, we can lay the foundations to build a better customer experience, which strengthens our reputation, and will support our growth ambitions over the coming years.”