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CUSTOMER STORY

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

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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

Agentforce

Agentforce is a proactive, autonomous AI application that provides specialized, always-on support to employees or customers. You can equip Agentforce with any necessary business knowledge to execute tasks according to its specific role.

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Services Provided

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.

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.