The Story
Background:
Pentair, previously Pelican Water Systems, is the world leader in whole-house water filtration and UV systems that remove chlorine, chloramines, pharmaceuticals, and harmful pathogens from water. Their water softening alternative products protect plumbing and appliances from he damaging effects of hard water scale and corrosion. Their systems retain healthy minerals without adding chemicals to water.
Challenge:
Pelican Water was struggling to navigate several existing sales and service systems that did not integrate with one another. They had no global way to share solutions to customer service issues, were unable to capture leads from website visitors, had no insight into customer buying habits, and no reporting ending to analyze product quality or trends. In addition to the lack of functionality their system provided, Pelican was also searching for a way to better manage their network of B2B and B2C dealers.
Our Work
Strategy:
Trifecta began the project with an in-depth examination of Pelican's business practices, workflows, culture, and technology ecosystem. With this knowledge base in place, we were able to get to work. We integrated Pelican's customer-facing website with modern back-end systems, including Salesforce Sales Cloud and Service Cloud. We leveraged advanced integration tools to tie a number of legacy systems, including their order processing system (ZenCart). This dramatically reduced the number of applications used on a daily basis.
LiveAgent
Trifecta added a web-to-lead form to Pelican's website, which automatically assigned new leads to the appropriate sales rep. Then, we implementing LiveAgent, which gives website users the ability to chat live with Pelican's sales reps, improving service issue response times.
The Results
Results:
Pelican employees now perform the bulk of their day-to-day work within Salesforce, utilizing data fed by legacy applications and solutions. Pelican's new solution has resulted in unprecedented visibility into customer buying habits, increased effectiveness of their support team, a more responsive sales team, and easier management of both B2B and B2C channels. Because nearly all business data is stored in a single system, information is more consistent, accurate and readily available to their team.