Challenge: The Monterey Company, a fast-growing custom clothing retailer, was outgrowing their existing CRM system, Hubspot. With a business model that involved customers buying products online and submitting logos for custom printing, they needed a more robust solution to manage increasing customer interactions and operational demands. The CEO’s efforts to make the company a top search result on Google had driven significant traffic and orders, creating a pressing need for better customer service tools such as live chat, Service Cloud, and potentially Pardot.
Solution: Artichoke Consulting followed a structured and transparent process similar to their successful approach with Precoa:
- Document Use Cases: Thoroughly documented all use cases to understand The Monterey Company’s specific needs.
- Lift & Shift: Transitioned the company’s systems to Salesforce, ensuring no room for error during the transition.
- Implementation: Provided live chat, text communication, and integrated ERP for seamless order execution and comprehensive customer history tracking.
- Customer Experience: Focused on creating a fully digital, superior customer experience to support the company’s rapid growth.
- Transparency & Purpose: Maintained a transparent and purposeful approach throughout the project, ensuring clear communication and alignment with The Monterey Company’s goals.
Impact:
- Doubling Business Goals: Enabled the CEO’s ambition to double the business by ensuring all operations flowed smoothly through the new CRM.
- Increased Efficiency: Streamlined processes increased speed-to-order, reducing the number of days from form submission to order fulfillment.
- Enhanced Customer 360: Improved customer experience and relationships through better order management and comprehensive customer data.
- Managerial Insights: Implemented managerial dashboards to track win rates, average order execution days per sales rep, and monthly closed dollars by rep.
- Lead Management: Set up round-robin lead assignment based on product, industry, and quantity, optimizing sales team performance.
Results:
- Annual Contract Value (ACV) Generated: $18,000
- Project Length: 4 months
- Transition: Successfully transitioned from Hubspot to Salesforce for 10 users.
Conclusion: Artichoke Consulting’s expertise in leveraging Salesforce’s capabilities transformed The Monterey Company’s operations, significantly improving their efficiency and customer interactions. By implementing a robust, fully digital CRM system, Artichoke Consulting helped The Monterey Company lay a strong foundation for continued growth and success in the competitive custom clothing retail market.
