“Our mission is to create memories – not just sell boats. We have a dedicated team of memory makers working with customers to build their perfect boat from scratch. It’s all about really listening to what they have to say, and sharing our experience, so when they’re out on the water they feel comfortable, right from the first trip,” said Jamie Dewar, co-CEO of Legend Boats.
With ambitions to double the number of sales in the next five years across retail and wholesale, Legend Boats needs to keep customers at the heart of its business as it scales.
“With Salesforce, we’re getting more people out on the water, having a great time on the boat of their dreams.”
Legend Boats’ team of memory makers use Sales Cloud to make quoting and selling easier and more efficient. Sales Cloud supports the team through every step of the selling process, with a custom CPQ app built on Salesforce Platform ensuring that all the important details are captured at the right time. “Every customer has slightly different requirements. With a simple pick list in the app, our memory makers can sit down with the customer and help them pick and choose the engine, accessories, and finish to design their perfect boat,” confirms Dewar.
The team can get more predictive and proactive with Salesforce Inbox. “As well as automatically capturing emails against the relevant account, Salesforce Inbox provides visibility of when customers have opened emails, so the team can ensure they’re driving customer communication at the most relevant time to increase the chances of closing a sale.” And with the Salesforce Mobile App, the team can also access opportunities anywhere, any time, to keep customer communications seamless while on the road.
In 2017, Dewar moved the partner community to Salesforce, fully integrating it with the company’s core business platform. The community is used to capture parts orders, warranty claims, and log issues. Any related conversations happen via Chatter, so they’re easy to track and review. “With the community in Salesforce, orders now take minutes to process and we’ve seen a 75% increase in efficiency.”
Sales and service processes are also supported by a number of custom apps built on Salesforce Platform, including a mobile app for handling parts enquiries and a logistics tool for assigning technicians when planning the build of a new boat. “Developing in Lightning is awesome!” said Dewar. “The component-based approach makes it really fast and flexible, and it’s easy to brand our apps so they look professional.”
Dewar’s team is currently working with Einstein to develop AI-enabled tools for lead scoring and predictive forecasting.
Deeper insights also help the business to be more predictive, for example, with better visibility of maintenance work in progress, it can make sure it orders the parts it’s likely to need in advance to reduce any delays in repair work.
Every quarter, Dewar and his colleagues analyze their IT plans to prioritize new projects that will help teams work faster and smarter to give customers the best possible experience. “We’ve got about five years of ideas at the ready, and with Salesforce we can just keep on innovating!” said Dewar. “When you’re in the business of making memories, the customer experience is the only thing that matters. With Salesforce, we’re getting more people out on the water, having a great time on the boat of their dreams.”