Overview
The business is the leading provider of automated dairy hygiene systems and animal care treatment solutions for dairy farmers. The company manufactures several products, including a best-in-class automated dairy cleansing system. The product has been proven to significantly increase quality and keep cows healthy and milk production strong.
The challenge
The business determined that their sales and field service process and technology were outdated. A recent infusion of capital and aggressive sales hiring growth required modernizing the company’s legacy custom-built proprietary solution and Excel-heavy sales and service process that was unable to effectively scale up. In addition, the complexity of chemical delivery across large, regional distances with poor connectivity and a manual calculation and planning process made proactive servicing and route planning increasingly difficult.
Critical data from sales activity, service calls and Internet of Things (IoT) tank sensors was also not being utilized effectively to sell and service clients on the same visit. This data could be used to maximize delivery runs and ensure trucks return empty.
The solution
The business worked with RSM to strengthen their sales and service environment by implementing a new framework that leveraged Salesforce Field Service, Salesforce Sales Cloud, MuleSoft and DocuSign.
RSM implemented systems to automate the new sales process from lead to opportunity to signature and onboarding. The RSM team also developed a new automated document generation approach from credit applications to customer agreements to the necessary compliance paperwork for transporting chemical products.
From a customer service and field service perspective, RSM implemented email to case and case management for repair and maintenance requests, and created a schedule planning and optimization strategy to maximize business’s trailer capacity while minimizing travel time with deliveries.
RSM automated the crew management, service territory management, scheduling, capacity management and worker order management processes so that installation, delivery, preventative maintenance and support could scale.
Finally, to take advantage of the potential of IoT sensors, RSM integrated a smart tank system to automatically generate product delivery appointments and system alerts for scheduling. The team also aligned IoT data with a fleet management system, directly storing completed route information in Salesforce for use in financial reporting.
The takeaway
With these new solutions in place, the business now has a modern, scalable sales and service foundation that can align with expected growth and evolving business demands and continue keeping America’s dairy farms more productive.
