Salesforce Empowers A Cutting-Edge Thermoplastics Provider to Jettison Outdated Service Platforms

Salesforce Empowers A Cutting-Edge Thermoplastics Provider to Jettison Outdated Service Platforms

Client Success Snapshot

Client Profile:

  • Overview: A leading provider of elastomers, thermoplastics, and thermoplastic composites
  • Industry: Manufacturing (Sealing Solutions)
  • Team Size: 1,001-5,000
  • Annual Revenue: US$ 49.9 million
  • Headquarters: PA, USA
  • Markets: Global

The Challenge

One of our clients, a globally recognized provider of elastomers, thermoplastics, and thermoplastic composites, struggled to make use of its outdated and fragmented customer service platform. 

The company’s sales organization used over 10 different systems to track customer data. This resulted in high levels of redundancy and inefficiency during data collection and reporting; with information so scattered, finding useful data — much less analyzing it — was nearly impossible.  The client’s sales team spent too much time on administrative tasks and chasing down data, which hindered productivity.


Gerent's Approach

In short order, Gerent rolled out Sales Cloud. The implementation gave the manufacturer access to Sales Cloud’s all-in-one CRM functionalities, sales process optimization features, and Qlik, a business intelligence tool.

Key Outcomes

Post-implementation, the company had the means to automate specific manual administrative tasks and develop a standardized and consistent sales process. Sales Cloud also allowed the company’s salespeople to work within a single platform, rather than relying on a scattershot assortment of systems. This shift enhanced efficiency, drove productivity gains, and provided a 360° view of the customer.

Client Success Story

Though it may sound like a contradiction, a company can create cutting-edge products while relying on outdated technology. One of our clients, a globally recognized provider of elastomers, thermoplastics, and thermoplastic composites, was experiencing such operational-service dissonance when it approached Gerent for digital transformation support. 

The innovative technology that drove the firm’s success resided solely on the company’s production side. Its customer-facing technology was slow and outdated, often leaving the organization a woefully incomplete picture of its customers. The manufacturer asked Gerent for advice on how it might strengthen its front office operations.


Multiple CRMs But No Data Integration

When Gerent conducted an audit of the company’s existing platforms, our team discovered that three different CRM systems had been implemented over time, including SAP Cloud for Customer (C4C), along with several “homegrown” CRM systems. None had unlocked high user adoption.


The company’s sales organization also used over 10 different systems to track customer data. This resulted in high levels of redundancy and inefficiency in its reporting and data-gathering efforts. With information so scattered, finding useful data — much less analyzing it — was nearly impossible. The client’s sales team spent too much time on administrative tasks and chasing down data, which hindered productivity. For Gerent, there was a clear answer to these problems: Sales Cloud.

Sales Cloud’s Functionality Cultivates High Adoption and Notable Gains

Implementing Sales Cloud gave the manufacturer access to the product’s all-in-one CRM functionalities, sales process optimization features, and Qlik, a business intelligence tool. The impact was immediate; employees flocked to the new platform as soon as it launched. 

With Sales Cloud, the company could automate manual administrative tasks and develop a standardized and consistent sales process. The implementation also allowed the company’s salespeople to work within a single platform rather than relying on a scattershot assortment of systems. This shift enhanced efficiency, drove productivity gains, and provided a 360-degree view of the customer.


Gerent Facilitates High-Value Digital Transformations

With Gerent’s assistance, the manufacturer transformed from a siloed organization into a transparent, responsive firm capable of predicting and meeting its customers' changing needs and demands in real-time.


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