Unite Teams in Perfect Harmony with Sales Cloud

By creating a single instance of customer information and management, Trifecta’s team enabled C.F. Martin to increase team communication and customer insights.

The Story

Background:

C.F. Martin & Co. has inspired musicians worldwide for nearly two centuries with their superior guitar and string products. Martin guitars and strings remain the choice for musicians around the world for their unrivaled quality, craftsmanship, and tone. Throughout the company’s long history, Martin products have been seen and heard across all genres of music and in all segments of pop culture, from concert and theater stages to television and movie screens.

Challenge:

The company previously used spreadsheets to organize and track customer information, which did not allow them to access real-time sales data or integrate with their existing enterprise resource planning system. Further, reporting functionality was limited, as staff had to generate reports manually on demand. C.F. Martin hired Trifecta to bridge the growing information gap between their sales and service teams. 

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Our Work

Strategy:

Strategizing with the sales and technical leadership at C.F. Martin, Trifecta assessed the operations and developed a solution that would streamline their processes. The team implemented Salesforce Sales Cloud, which effectively replaced their manual spreadsheets and tasks. Trifecta developed a mobile-friendly solution to allow C.F. Martin’s sales team to access critical customer data on the road, without necessitating a call to in-house service staff. In addition, Trifecta integrated Sales Cloud with C.F. Martin’s existing ERP system and Hubspot, giving Martin employees unprecedented data analytics and a 360-degree view of their customers.

Trifecta's mobile-friendly solution allowed the C.F. Martin sales team to access critical account information from wherever they were working.

The Results

Results:

Trifecta’s solution created a single instance of customer information and management for C.F. Martin. Sales Cloud’s ability to produce real-time data and reporting reduced time spent manually inputting data, increased visibility of customer information enterprise-wide, and allowed for more accurate monitoring of sales and service performance. In addition, the mobile app provided remote team members easy access to customer data while on the road, which streamlined the sales and service process.