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Unifying Sales and Customer Components of Trusty Carpets with SalesforceIQ CRM

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Added on  2019-09-23

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Trusty Carpets is facing a core business problem of how to merge all sales and customer components into one united operation. The proposed solution is to use SalesforceIQ CRM to unify the three primary components of the business. This solution will help gain control of sales and profitability of all the newly acquired businesses simultaneously. The Business Case must be well written and be able to be understood by Jerry, with his limited technical understanding.

Unifying Sales and Customer Components of Trusty Carpets with SalesforceIQ CRM

   Added on 2019-09-23

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Business Problem: The core business problem facing Trusty Carpets is how to effectively merge all sales and customer components of the business into one united operation with aligned strategies and goals. There are three primary components of the business: the Trusty Carpets store, the Metro Carpets store, and Mike’s carpet installation business. All components have separate sales, customer services, and customers. Reasons as to why this problem exists include the following:There is no core communication or an IT system connecting these components together.Metro Carpets is a new acquisition and, as such, is still undergoing renovation.Mike’s carpet installation business is still a completely separate business with a different business model.There is no defined vision on how to unite these separate components.The business strategy greatly depends on how these components work together in unison to generate the most revenue. In order to create a successful business strategy, all critical components of the business must be known; otherwise, the new business strategy will have no real direction for implementation. The elements of this problem include the following:IT infrastructureCommunication networksThe CEO – Jerry Montgomery: his decisions on budgetary allowance and business strategyThe bottom line of the businessThe distance between the Trusty Carpets store and the Metro Carpets storeMike’s business strategy vs. Jerry’s business strategyThe needs of the customer baseThe carpet supplier IT maintenance personnelThe problem of having the three identified business components not working as a single unit has a significant impact on the business’s bottom line, culture, and overall operational efficiency. With no coresystem in place, the 3 components may be using incompatible hardware or software. This would have serious operational problems, for it could interfere with overall communication efforts and data analysis. Culturally, the effect of no core system impacts the employees’ awareness of their role in the overall business chain. The most consequential impact of having no core system regards the bottom line,so with no such system in operation, the business lacks the ability to track its total growth, process sales across the two stores, and manage its operations efficiently. The timeframe in which this problem can be solved depends on the amount of commitment from Mr. Montgomery and the time it takes to complete a business operations review, analysis, and installation of
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the system. If full buy-in is obtained from Mr. Montgomery, the timeframe for solving the problem would likely range from 60 days to 120 days.The reason why this problem was selected is because it is the most critical problem facing the business right now. It is also the one that, if solved, will result in the biggest gain in productivity which translates into more revenue. Unifying the different business components with a CRM solution will resolve several other issues simultaneously, such as, the company’s inventory management, sales processing, and profitmargins.Proposed Solution:The proposed solution for Mr. Montgomery’s business is the customer relationship management (CRM) software known as SalesforceIQ CRM. This software is cloud based solution, and it should be applied to all three businesses uniformly in order to unify them under one solution. Using this solution will help Mr. Montgomery and his team to gain control of sales and profitability of all the newly acquired businesses simultaneously. The solution affords Mr. Montgomery’s staff a massive collaborative tool, but it is recommended to apply this solution to all three businesses as early as possible to increase collaboration between the separate business components. One of the major advantages of the salesforce application is the ability for it to be accessed from any device which simplifies the salespeople’s process to record order information instantaneously on cellphones/tablets. Since Trusty Carpets is a growing business, SalesforceIQ CRM is perfect because of its ability to handle unlimited workflows and integrations. SalesforceIQ focuses on building good customer relationships by allowing business to use thousands of applications quickly and efficiently via the AppExchange. Lastly, the leverage to use the proposed solution without the need of additional IT staff is best for Trust Carpet’s scenario[CITATION Sal17 \l 1033 ]. Trusty Carpet can solely focus on achieving sales and business goals leaving the IT issues behind to 3rd party, Salesforce.Case Study:Background: Jerry Montgomery has been selling carpets for 20 years from his store, Trusty Carpets, which is located in a strip mall that, over the past few years, has become a busy shopping center. The location is in what had been a quiet town near a large city, but recent area growth has resulted in many new homes being built and the town council has started to consider ordinances to create zones to protect unique architecture, improve overall property condition, andprotect the environment. Their focus is on creating an up-scale community attracting “clean” businesses to improve the quality of life and its tax base.The current business model: Since he opened his Trusty Carpets store, Jerry has advertised in thelocal paper and done all of his business in his showroom where he has carpet samples on display.Jerry employs two sales people to serve customers in the store. One is his daughter Ann who he would like to take over the business when he retires. Since he has little storage space, Jerry’s inventory has been limited to overstock, end pieces from installations, and samples. When a customer makes a selection from the samples, the salesman checks the manufacturer's information to determine the availability of the selected carpet and the current price. Jerry’s
Unifying Sales and Customer Components of Trusty Carpets with SalesforceIQ CRM_2

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