Redesign your Business Practices with Managed Salesforce Services

Trifecta has a long-standing relationship with this manufacturer’s portfolio of brands, providing Managed Services for them since 2016. Our primary goals target improved data quality, increased productivity, and high levels of user adoption.

Services Provided

Consulting & Implementation, Salesforce Architecture, Managed Services, Business Analysis

The Story

Background:

Trifecta first began working with this brand in 2016, prior to their acquisition and rebranding. This furniture manufacturer’s portfolio now represents more than a century of design research, with each brand offering a full portfolio of products to suit diverse needs. The brand’s unique perspective uses modern design inspiration to connect people to their work, their lives, and the world. They were founded in 1938 and are internationally recognized for their manufacturing of workplace and residential furnishings.

Challenge:

As an existing Salesforce client, this client recognized the immense potential of fully leveraging the Salesforce Platform. While they had, at times, employed a dedicated Salesforce Administrator to manage their Salesforce instance, they sought a consulting firm who could provide them with the necessary resources to maximize their Salesforce investment. In addition to lacking the internal resources and expertise to manage the day-to-day needs of their Salesforce Org, some additional challenges they faced included inefficient business processes and poor data quality across company divisions.

Our Work

Strategy:

Trifecta stepped in to help this client optimize their use of Salesforce through a Managed Services contract. Our experts took the time to learn and understand their business so we could effectively and efficiently carry out their day-to-day Salesforce Administrative support.

Through our initial Managed Services contract, we identified opportunities for the client’s team to increase and improve their use and optimized their Salesforce Org to mirror their business processes. They were a Sales Cloud customer, and their instance incorporated several integration points and backend systems. Some of our initiatives included creating new users, designing custom reports and dashboards, adding new fields to capture critical customer data, and building in process automation.

Once their Salesforce Platform was aligned with the way they worked, we focused on training and documentation to maximize user adoption. Trifecta’s team provided every employee with user manuals and training sessions customized to their job function.

Seeing the value of having Trifecta’s team at their disposal, the client continued to sign on for subsequent years of Managed Services contracts. Our institutional knowledge of their business has allowed Trifecta to act as an extension of their team, swiftly responding to tickets logged in JIRA related to bugs, questions, issues, or process improvements.

Some of the work Trifecta has completed through our Managed Services contract has resulted in larger, strategic projects for this client. For example, through the ticketing system, we collaboratively identified inefficiencies within Sales Cloud that could be resolved by converting from Salesforce Classic to Lightning Experience. Trifecta assembled a project team to convert the client’s Org so they could take advantage of features such as the components library and app builder to support customization and third-party apps.

Trifecta also worked closely with the client’s team to create custom code to enable and optimize a feature called Pricing Requests (PRs). PRs are a complex pricing and approvals process, driven by their wide range of product customizations, that uses product selections and configurations to determine who needs to review and approve pricing before it is released to the client.

What's Next

Future Work:

Trifecta continues to collaborate with this client through a Managed Services contract. Our primary initiative for 2022 is supporting their Salesforce instance as they undergo a large-scale Org merge, following their acquisition by another brand in April 2021. The Trifecta team is sharing institutional knowledge as the client’s Sales Cloud instance is rolled into the the larger Org, which includes Sales, Service, and Community Clouds, to create a single source of truth.

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