CUSTOMER STORY

A customized Sales Cloud implementation, including ERP functionality, Lead Management & Telephony integration

Company Profile

5S Components Inc is a result of a management buyout of ABB Semiconductors Inc. by John Siefken and Kenny Stephenson. Effective December 1, 2005, 5S Components became the successor to ABB Semiconductors Inc.

Since the mid-1980’s ABB has marketed it semiconductor products in North America. After ABB was formed on Jan 1, 1988, ABB increased its focus on North American markets by having a dedicated sales group, which was a part of ABB Technology Inc. and was headquartered in New Jersey. When John Siefken joined ABB in 1992, this sales operation was moved to Pittsburgh and a new growth strategy was implemented.

The Challenge

5S Components did not have an adequate Customer Relationship Manager (CRM) platform to help their customer service team manage customer interactions. They were unable to gain insights into their own customer’s issues. Additionally, customer service representatives had no way to easily share information between departments regarding service disruptions. These challenges made it difficult to provide acceptable customer service for the organization. Along with improving customer service processes, they wanted a way to revitalize their current Content Management System (CMS) so it could better serve their organization. Specifically, they wanted a CMS that would integrate with their chosen CRM and lead generation software.

The Solution

In order to help achieve their business goals, App Solve implemented Salesforce.com’s Sales Cloud for the entire organization. App Solve implemented Chatter, dashboards, and customized reports to improve the way the customer service team handled customer issues. At the time, they were utilizing OnBase as their document management system (DMS) to help manage communications related to customer services. App Solve replaced this system with Salesforce.com Email-to-Case and migrated all of the existing content into Salesforce so that all of their information was consolidated into one central system – including all product, quote and order lists. App Solve updated their CPQ process by building an entirely new CPQ system in Salesforce that is synchronized to their quote processing in SAP with automated notifications, auto-generated pdf documents, and reporting.

The Results

By implementing Salesforce and updating the CMS platform and CPQ process, App Solve helped 5S Components increase efficiencies within their organization. Using Salesforce, the customer service team has improved collaboration and information sharing, allowing them to better serve customers and resolve cases faster. Replacing the OnBase platform with a single integrated system reduced the amount of time employees spent navigating multiple systems and the number of data entry errors. Now customer service representatives are more efficient and the sales team is better able to sell using a streamlined quoting process that leaves the team more time to serve other customers.
Very professional; and helpful.
John Siefken
President
5S Components

Products Utilized

Sales Cloud

As the core foundational CRM product within the Salesforce platform, Sales Cloud provides the baseline for the 30% revenue growth that the average App Solve customer achieves. Key areas like contact management, opportunity management, forecasting, reports and dashboards allow you to automate sales to supercharge growth.

Salesforce Inbox

Email integration tool that integrates with your inbox in Salesforce. Bring email, calendar, and CRM together in one seamless experience. Immediately update your CRM with sales data from your inbox and sell smarter from your inbox.

Services Provided

Custom Solutions

Whether we’re building custom applications in Salesforce like in Chatter, building API integrations from scratch or custom 3rd party application integrations – we bring technology to the business to ensure all company objectives are exceeded.

CTI Integration

Boost customer loyalty with computer-telephony integration by converting clicks into calls. Get a profile screen automatically displaying their client details or the caller’s account record. All your calls will be logged automatically.

Name*

Toronto Office – Head Office
146 Thirtieth Street
1st Floor
Toronto, ON M8W 3C4

What Our Customers Are Saying

"Great team to work with! App Solve knows their stuff. They helped to get Pardot integrated with Salesforce, and I am excited to see what we can do with it."

Dawn Jones, Director of Marketing | Kraun Electric Inc.

"The App Solve team was very knowledgeable, organized, and worked diligently to set up Salesforce and Pardot within a tight timeframe. We enjoyed working with everyone on the project and appreciated the guidance along the way."

Simon Dealy, CEO | HIRE Technologies

"Experienced partner with good staff. We did our first project with App Solve this past summer. It was implemented professionally and has had a positive impact on our business. The staff are responsive and know their stuff. We will definitely use them again."

Aaron Jones, CEO | Kraun Electric Inc.

"Highly skilled and easy to work with! I’ve been working with App Solve for several years as a Salesforce partner and a software implementor of our platform - Accounting Seed. In my experiences with App Solve, they've been spot on with respect to the Accounting Seed and Salesforce value proposition and I've had countless successful project roll-outs with our mutual customers! Cheers to many more, App Solve!"

Anthony Schermer, Senior Account Executive | Accounting Seed

"A great long term partner. The team at App Solve has helped us implement several strategically valuable modules, custom design, and workflow processes to our org. We have been working with them for four years now. They understand our business needs and help us scope projects appropriately for our requirements and budget. Planning projects is always difficult when we don't understand the complexity of some challenges. They help us navigate appropriately and are reasonable to work with when original plans inevitably end up drifting into something different than first envisioned."

Craig MacAdam, CFO | Lift North America

"App Solve is great to work with, they take the time to understand our business and how best to implement Salesforce solutions to meet our objectives. Very knowledgeable team to work with our company as we rolled out Salesforce across North America to 12 cities, implementing our entire business. It was a pleasure doing business with App Solve. Thank you."

John Chiaramonte, Senior Business Development Executive | Enwave North America LP.

"Exceptional work and customer service! We contracted App Solve to help us with an implementation roadmap project and feasibility study. We were very pleased with the level of service they provided, the clarity of communication, and the attention we received. All our needs were addressed! I strongly recommend App Solve, their level of expertise, and customer service are unparalleled."

Asia Nebesnaia, IT Project Manager | Cox Automotive Canada Company

"Extremely pleased. David and his team have been a dream to work with. They are very responsive and complete projects in a timely manner. They also take the time to thoroughly explain things to a novice Salesforce user. I look forward to working with David in the future!"

Sierra Hayes, Operations Manager | Dream Local Digital

"We worked with the App Solve team to implement Salesforce for our organization, including the main system architecture and setting up the data model needed for our business. They have been a true partner in getting us rolling with Salesforce and have also been of great assistance in tackling smaller projects after the implementation was largely completed."

Gregory Kennedy, Controller | Generis

"Great Group to work with. We have used App Solve a few times and they have been great to work with. They were very knowledgeable and showed a willingness to work with or organization. I will use them for future consultation."

Chris Haase, President | Environmental Products Group

"Fantastic experience working with Pattie & David. Our company recently completed the transition to Lightning with the competent, guiding hand of Pattie. This transition provided us the perfect opportunity to fix an ongoing issue that was caused by a custom-built feature. Pattie & her team took the time to clearly understand the issue and to take the proper steps to fix it. I would highly recommend App Solve to anyone looking to integrate Salesforce into their business."

Lee-Anne Golden, Managing Director | Urban Flats Toronto

"A true partner. The team at App Solve is amazing. We have truly valued their expertise and consider them a partner, helping us maximize our Salesforce experience. They have been lifesavers on more projects than I can count. We look forward to a long and productive relationship. 5 stars all around!"

Kerrie LePage, Director of Marketing and Product Management | Edenred Commuter Benefit Solutions