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PLUMBERS SUPPLY: SALESFORCE AND SALESFORCE CUSTOMER COMMUNITIES IMPLEMENTATION

Plumbers SupplyXTIVIA aligns plumbing distributor, Plumbers Supply Company, with local plumbing companies for enhanced automation, collaboration, and data visibility through their consulting engagement and implementation of Salesforce and Salesforce Customer Communities as their materials and project management application.

Legacy Systems Integration

After 92 years of being in business, Plumbers Supply Company has accumulated decades of historical data in their back-end inventory and accounting system. This data was not actionable and there was exclusive reliance on phone conversations to distribute data to their customers. Through several iterations and data cleansing efforts, there is now a seamless, real-time integration from this system into Salesforce.

Mobile Ordering – Text, Image & Video

The business and industry needed a fully customized application with an enhanced user experiences and business rules to drive adoption. This integral feature was launched simultaneously for their customers to expedite requests and orders. Internally, Plumbers Supply had complete visibility to the voice of their customers and was better suited to fulfill their needs. Through text, image and video mediums, customers were able to clearly articulate their message; and criteria based assignment ensured these requests were handled by the appropriate staff member.

Project Management – Next steps, notifications

The business and industry needed a fully customized application with an enhanced user experiences and business rules to drive adoption. This integral feature was launched simultaneously for their customers to expedite requests and orders. Internally, Plumbers Supply had complete visibility to the voice of their customers and was better suited to fulfill their needs. Through text, image and video mediums, customers were able to clearly articulate their message; and criteria based assignment ensured these requests were handled by the appropriate staff member.

Customer Community

Exposing internal data to their customers was a task that was not taken lightly. Data integrity was paramount, as was data security to ensure the right information was delivered to the right person at the right time. Leveraging and configuring the Salesforce Community allowed more efforts to be focused on branding and data delivery as opposed to backend security architecture. Furthermore, pre-existing user interface templates and overall formatting allowed for rapid deployment, ease of training and quicker user adoption. Seamless integration with the internal Salesforce instance tied everything together with minimal expenditure as compared to developing a customer portal from scratch.

And the process continues. As the organization continues to evolve, Salesforce evolves. Through a carefully orchestrated change management process and ongoing consulting arrangement, Plumbers Supply Company will continue to grow by adding functionality, expanding utilization into new departments and finding new ways to attract, retain and sell to their customers.

Download the Case Study PDF here