Packsize, a leader in efficient packaging solutions, had already deployed Salesforce when they came to Eide Bailly Technology Consulting for help. Although their sales team was officially up and running on Salesforce, adoption and usage of the system was low, and their operations team wasn’t using it all.
“We were really just limping along, using Salesforce in the most basic way,” says Mindy Eddy, Director of Operations at Packsize. “We knew that integrating our operations data with our sales data would help us work faster and smarter, but we needed some help to bring it all together in Salesforce.”
Developing a truly customized CRM solution
Eide Bailly started by sitting down with both the sales and operations teams to understand their business processes and needs, so the solution could be customized around a unified set of goals. “We just talked about our challenges, and Eide Bailly came up with a perfect solution,” says Brad Buttars, Sales Operations Manager at Packsize.
Eddy agrees that the initial discovery meetings between Packsize and Eide Bailly were essential to the success of the integration project. “We came to them with some ideas, and they made them ten times better,” she says. “We’d never had that kind of experience with a vendor before.”
With the need to share information between the sales and operations teams to gather more accurate and comprehensive data for better business decision making and standardize next-step processes after a sale, Eide Bailly’s Technology Consulting team focused its solution on data cleansing and process automation.
First, Eide Bailly helped Packsize make the business case to upgrade to Salesforce Enterprise Edition, which enabled the system to be fully customized. Eide Bailly then created an individualized and integrated CRM solution using workflows and APEX triggers, which allowed Packsize to automate everything from sales quotes to machinery requests.
Pertinent data from sales operations was merged with all sales account information, so that both teams could see where each customer was in the sales process – all in real time, from a single location.
The new solution also enabled the operations team to track equipment and maintenance in real-time. “Everything our engineers needed to do their job was customized in the solution,” explains Eddy. Engineering tasks were also standardized in Salesforce so that predictable processes could be created for each job function. “After adding these customizations, our engineers were all answering the same questions and using the same checklists, which meant all our customers were receiving the same excellent service.”
We just talked about our challenges, and Eide Bailly came up with a perfect solution.
Operations Manager | Packsize
Bulding efficiency, improving service, and winning customers
With new levels of efficiency and speed in the workflow, both sales and operations teams have more time and resources for business-critical tasks. This has helped Packsize realize a nearly 10% increase in productivity while saving the sales team roughly 10-15% in time spent on new accounts. Customer service also improved noticeably, and preventive maintenance’s completion rate went from under 70% pre-integration to an impressive 85%.
As more employees in the company saw just how easy the system was to use, adoption skyrocketed – with accounting, marketing, R&D, and executive departments all starting to actively leverage the solution.
Looking to the future, Packsize plans to roll out Salesforce to its customer solutions group for project management while adding new customizations to make the company even more agile. And with Eide Bailly on their side, they’ve got the power and expertise to accomplish it.
“These days, we don’t bring as many ideas to Eide Bailly,” says Eddy. “They know our business so well that they bring the ideas to us.”
At this point, if it doesn’t exist in Salesforce, it doesn’t exist at all. Our entire sales and business process is built into Salesforce.