For over 35 years, US-Based Greentech Doors has been North America’s leading independent manufacturer of high-speed, high-performance doors.
Recognizing the need to streamline operations and enhance customer engagement, Greentech with Nawlabs to innovate their Salesforce solutions. Nawlabs, known for their expertise in Salesforce implementation and customization, embarked on a journey to transform Greentech’s business processes.
Hours delivered back to the business
SOX compliance in Settlement process automation
Success rate of bot case completion
For functional release of OBT, RTS and OGS
The Challenges
Despite Greentech highly innovative high-speed door solutions, they have encountered challenges in lead management, automating service flows, Salesforce integrations, and effectively reaching their target audience.
Complex Lead Management
Greentech Doors had intricate lead management processes that required careful customization within Salesforce Sales Cloud. Mapping out and automating these processes to ensure leads were efficiently captured, nurtured, and converted posed significant challenges. Additionally, implementing robust data analytics for management to track and optimize the lead process added complexity to the project.
Service Workflow Complexity
Automating service processes in Salesforce Service Cloud to handle diverse customer service requests and ensure timely resolution presented a significant challenge for Greentech Doors. The Greentech teams faced issues with case routing, creation, escalation, tracking, and lacked robust data analytics capabilities to effectively manage service operations. Nawlabs addressed these challenges by implementing automated case assignment, setting up sophisticated escalation rules, defining clear service level agreements (SLAs), and enhancing data analytics within Salesforce Service Cloud.
Connect with Communication Channels
Connect Service Cloud with Greentech‘s various communication channels (phone, email, chat) for omnichannel support required careful planning to ensure a unified customer service experience.
Campaign Automation
Setting up automated marketing campaigns in Marketing Cloud to engage prospects and customers effectively while complying with data privacy regulations posed a challenge. This included segmenting audiences, creating personalized content, and measuring campaign effectiveness.
What did Nawlabs do
We tailored a comprehensive Salesforce solution for Greentech, optimizing CRM functionality, automating workflows, and seamlessly integrating backend systems.
Salesforce optimization strategy
Nawlabs addressed Greentech‘s challenges in lead management, service workflows, and integrations through a structured approach. After analyzing Greentech‘s Salesforce setup, we identified inefficiencies in lead handling and service processes. We redesigned CRM workflows to streamline lead nurturing and improve conversion rates, while automating service flows within Salesforce Service Cloud to enhance customer support. Additionally, we integrated Salesforce with Greentech’s backend systems for seamless data synchronization. Rigorous testing and user training ensured smooth adoption, positioning Greentech for improved operational efficiency and growth.
Sales Cloud-Lead management
Nawlabs streamlined Greentech’s lead management using Salesforce Sales Cloud. After analyzing their workflows, we automated lead capture from web and social media, integrated web behavior tracking, and connected CTI tools for efficient call handling. We also set up systems to track lead communication histories and created intuitive dashboards for real-time insights. With user training and support, Greentech saw improved lead conversion, enhanced sales productivity, and optimized customer acquisition.
Marketing-cloud Integration
We designed and implemented synchronization solutions that harmonized customer data across marketing, sales, and service functions. This involved mapping data fields and establishing seamless data exchange protocols to ensure a unified view of customer interactions. By enabling this integration, Greentech gained the capability to execute targeted marketing campaigns based on comprehensive insights into customer behavior and preferences across all operational areas.
Service Cloud-Workflow
Nawlabs optimized Greentech‘s service processes in Salesforce Service Cloud by automating case assignment, setting up escalation rules, defining SLAs, and implementing user role restrictions. We integrated social media comments, emails, and chatbot interactions into streamlined case creation workflows. Automated assignment rules ensure cases are routed efficiently, while escalation rules direct issues to appropriate levels of support. Automated case closure rules expedite resolution, and comprehensive dashboards provide upper management with real-time insights into case statuses and performance.
External Apps connectivity
We implemented seamless integration solutions that synchronized data across all channels, ensuring a unified view of customer interactions and service history. This involved configuring Service Cloud to handle incoming inquiries from different channels, setting up automated routing and escalation processes based on predefined criteria, and enabling agents to access and respond to customer queries efficiently regardless of the communication medium used. Rigorous testing and user training were conducted to ensure smooth adoption and optimal performance of the integrated omnichannel support system, ultimately enhancing Greentech‘s ability to deliver consistent and personalized customer service experiences across all touchpoints.
The Results
- 70% increase in internal efficiency
- 50% boost in lead conversion rates
- impressive 120% rise in sales within six months
By leveraging these advancements in Salesforce technology, Nawlabs not only optimized operational efficiencies but also enabled Greentech Door to achieve significant growth in sales, improve customer engagement through personalized marketing efforts, and deliver seamless customer service experiences. This holistic approach has positioned Greentech for continued success and enhanced competitiveness in their industry.
The technology that we use to support Greentech Doors
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