ScreenSteps Case Studies Achieving 99% CRM Adoption Before Launch: A Case Study of a Multimillion-Dollar Manufacturing Company

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	Achieving 99% CRM Adoption Before Launch: A Case Study of a Multimillion-Dollar Manufacturing Company ScreenSteps

Achieving 99% CRM Adoption Before Launch: A Case Study of a Multimillion-Dollar Manufacturing Company

ScreenSteps

Technology Category	Functional Applications - Manufacturing Execution Systems (MES)
Applicable Industries	Education Finance & Insurance
Applicable Functions	Sales & Marketing
Use Cases	Time Sensitive Networking Virtual Training
Services	Training
Challenge	A multimillion-dollar manufacturing company was grappling with the aftermath of two failed CRM implementations. The lack of a unified CRM system led to a disjointed sales process, causing inefficiencies and missed opportunities. Sales representatives, for instance, were unable to log potential contacts into a mobile CRM during industry conventions. As a workaround, they resorted to recording contact information in Word documents or Excel sheets. This approach had two major drawbacks: it was impossible to track if new contacts had previously interacted with the company, and representatives would selectively load contacts into the CRM later, leading to missed opportunities and duplication of work. The inconsistent data also made it challenging for sales managers and executives to generate accurate reports. The company needed a centralized CRM system for their national, regional, inside, and partner sales reps, and a uniform method for managing CRM at the corporate level. Read More
About Customer	The customer is a multimillion-dollar manufacturing company that had previously struggled with two failed CRM implementations. The lack of a unified CRM system led to a disjointed sales process, causing inefficiencies and missed opportunities. The company has a diverse sales team, including national, regional, inside, and partner sales representatives. They needed a centralized CRM system and a uniform method for managing CRM at the corporate level. The company was also looking for a way to ensure complete adoption of the new CRM system, which led them to invest in comprehensive training for their sales reps. Read More
Solution	The company decided to switch to Salesforce CRM, given its advanced capabilities. To ensure a smooth transition, they enlisted the help of a dedicated trainer to identify weaknesses in their current sales operations and devise a solution to reach their ideal state with Salesforce. The trainer created a series of how-to guides in ScreenSteps, covering everything from simple tasks like creating a new opportunity to complex actions like reporting and pricing. The sales reps underwent a week of live, scenario-based training, using the how-to guides to solve problems in real time. These scenarios were based on situations they would likely encounter in the field. After the live training, the reps completed a 90-minute virtual training course within ScreenSteps, which was supplemented with knowledge base articles, how-to videos, and knowledge checks linked directly to the course material. Read More Log in to view content
Contents

Technology Category

Functional Applications - Manufacturing Execution Systems (MES)

Applicable Industries

Education

Finance & Insurance

Applicable Functions

Sales & Marketing

Use Cases

Time Sensitive Networking

Virtual Training

Services

Training

Challenge

A multimillion-dollar manufacturing company was grappling with the aftermath of two failed CRM implementations. The lack of a unified CRM system led to a disjointed sales process, causing inefficiencies and missed opportunities. Sales representatives, for instance, were unable to log potential contacts into a mobile CRM during industry conventions. As a workaround, they resorted to recording contact information in Word documents or Excel sheets. This approach had two major drawbacks: it was impossible to track if new contacts had previously interacted with the company, and representatives would selectively load contacts into the CRM later, leading to missed opportunities and duplication of work. The inconsistent data also made it challenging for sales managers and executives to generate accurate reports. The company needed a centralized CRM system for their national, regional, inside, and partner sales reps, and a uniform method for managing CRM at the corporate level.

About Customer

The customer is a multimillion-dollar manufacturing company that had previously struggled with two failed CRM implementations. The lack of a unified CRM system led to a disjointed sales process, causing inefficiencies and missed opportunities. The company has a diverse sales team, including national, regional, inside, and partner sales representatives. They needed a centralized CRM system and a uniform method for managing CRM at the corporate level. The company was also looking for a way to ensure complete adoption of the new CRM system, which led them to invest in comprehensive training for their sales reps.

Solution

The company decided to switch to Salesforce CRM, given its advanced capabilities. To ensure a smooth transition, they enlisted the help of a dedicated trainer to identify weaknesses in their current sales operations and devise a solution to reach their ideal state with Salesforce. The trainer created a series of how-to guides in ScreenSteps, covering everything from simple tasks like creating a new opportunity to complex actions like reporting and pricing. The sales reps underwent a week of live, scenario-based training, using the how-to guides to solve problems in real time. These scenarios were based on situations they would likely encounter in the field. After the live training, the reps completed a 90-minute virtual training course within ScreenSteps, which was supplemented with knowledge base articles, how-to videos, and knowledge checks linked directly to the course material.

Impact #1	With the support of ScreenSteps training solutions, the company was able to achieve a 99% adoption rate among their sales reps before the CRM launch day. The comprehensive training familiarized the reps with the knowledge base, enabling them to start problem-solving from day one. The company also saved money by reducing training time by a full day and eliminating the need for ongoing live support post-launch. They were able to achieve full productivity immediately post-launch, rather than having to wait for widespread adoption. The knowledge base served as a single source of truth, preventing processes from becoming diluted or decentralized over time, thereby saving time, money, and reducing frustration in the long run.

Impact #1

With the support of ScreenSteps training solutions, the company was able to achieve a 99% adoption rate among their sales reps before the CRM launch day. The comprehensive training familiarized the reps with the knowledge base, enabling them to start problem-solving from day one. The company also saved money by reducing training time by a full day and eliminating the need for ongoing live support post-launch. They were able to achieve full productivity immediately post-launch, rather than having to wait for widespread adoption. The knowledge base served as a single source of truth, preventing processes from becoming diluted or decentralized over time, thereby saving time, money, and reducing frustration in the long run.

Benefit #1	99% adoption rate among sales reps before CRM launch day
Benefit #2	Reduced training time by a full day
Benefit #3	Eliminated the need for ongoing live support post-launch

Benefit #1

99% adoption rate among sales reps before CRM launch day

Benefit #2

Reduced training time by a full day

Benefit #3

Eliminated the need for ongoing live support post-launch

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Overview

Achieving 99% CRM Adoption Before Launch: A Case Study of a Multimillion-Dollar Manufacturing Company

Operational Impact

Quantitative Benefit