Redesign your Business Practices with Managed Salesforce Admin

Trifecta provided ongoing staff augmentation services for Knoll, which resulted in improved data quality, increased productivity, and high levels of user adoption.

Services Provided

The Story

Background:

Since 1938, Knoll has been recognized internationally for creating workplace and residential furnishings that inspire, evolve, and endure. Founder Florence Knoll developed the idea of the modern office and pioneered the interior design profession. Over the last eight decades, Knoll has set standards in workplace design through extensive research and worldwide experience. In addition to their worldwide sales and service centers, Knoll has four manufacturing sites in North America and two plants in Italy. 

Challenge:

Knoll had made the decision to leverage the power of the Salesforce platform. Unfortunately, however, they lacked the internal resources and expertise to manage the day-to-day Salesforce administration support necessary for their organization of 300+ users. Inefficient business processes resulted in duplicate data across multiple company divisions, in addition to wasted time and money.

Knoll Furniture Design

Our Work

Strategy: 

Trifecta stepped in to help Knoll optimize its use of Salesforce, which included our consulting services. Our experts took the time to learn and understand Knoll’s business so we could effectively and efficiently carry out their day-to-day Salesforce admin support. We identified opportunities for the Knoll team to increase and improve their use, and optimized their Salesforce org to mirror their business processes. This included creating new users, designing custom report and dashboards, adding new fields to capture critical customer data, and building in process automation.

Once Knoll’s Salesforce platform was aligned with the way they work, we moved to a training and documentation phase. Training and documentation are extremely important to maximize user adoption. Trifecta’s team provided every Knoll employee - new and existing - with user manuals and training sessions that were custom to their job function. 

Knoll Training

The Results

Results:

The audit and customization of Knoll’s Salesforce org resulted in a more efficient process. Errors in their data were quickly identified and remedied, and the company’s various divisions are reporting an increase in data quality. Automated work flows replace manual processes, which are saving Knoll’s staff precious time. Company-wide retraining in Salesforce ensured everyone was on the same page, and has increased productivity. Their staff is now more knowledgeable and comfortable using Salesforce. In addition, Knoll has updated their onboarding process to include this training, so their employees understand how to navigate Salesforce with ease. With new processes in place, Knoll’s team can focus on what they do best: making great furniture.