Leading Power Tool ManufacturerAs a top US toolmaker, the client markets hand tools, mechanics' tools, power tools, pneumatic tools, and hydraulic tools. Recently merged with another power tool provider, the company's tool shed is bulging with additional items, such as garden tools, plumbing products, and cleaning items, as well as security hardware and door products. The firm sells its products through home centers and builder’s merchants, as well as through industrial distributors. Acumen Solutions client initially was the Consumer Do-It-Yourself (DIY) division who sells hand tools and fastening products to distribution channels and industrial end customers. Acumen Solutions won the project in a formal RFP process. In order to clarify goals and focus of the project, Acumen Solutions recommended that they begin with business strategy first in order to allocate their investment into the areas with the most impact on their CRM program goals. Operationally the Client was concerned about sales people not spending enough time in front of the customer, especially their highest spending customers. Their corporate goals were to: • increase amount of sales visits per sales rep; • increase the amount of revenue per sales visit; • improve the promotion uptake through customer segmentation and, field sales that would enable marketing to better target their promotions in the future. As a result of the merger, the project was extended to the newly merged firm’s departments as well. With re-aligned objectives and scope these projects will eventually impact 600 sales representatives and users across Belgium, Eastern Europe, France, Germany, Italy, the Middle East, the Netherlands, the Nordic region, Spain and the UK. SolutionAcumen Solutions, while hired to deliver a CRM implementation, recommended that the client begin with creating a clear strategy and goals for success. As a result, we created a CRM Blueprint project to identify processes that will drive sales force effectiveness and can be automated. Acumen Solutions facilitated workshops with end users and managers in 7 European markets. We compared sales, marketing and customer service processes and documented sources of information used by each team. Based upon a detailed analysis of process challenges we uncovered key operational processes to automate that would drive the client’s business objectives. Deliverables include:
FindingsAcumen Solutions identified the internal flow of customer information to the sales reps as a key factor for salesforce effectiveness, customer service performance and marketing ROI. Salesforce effectiveness was negatively impacted • by the need to filter lists of information and correlate it to customer needs • by the availability of Customer Service to answer ad-hoc enquiries from the sales team • by the availability of resources for report creation As a result, territory changes were causing a major drop in salesforce effectiveness because visit history was not easily available to new sales reps or managers. Return on InvestmentAcumen Solutions helped the client build an internal business case for the CRM program by prioritising functionality and data integration requirements in relation to their corporate objectives. As a result, the client has a quantified basis for planning their CRM investment over the coming 3 years. Taking into account the organisational and technical complexities created by the merger, the client also now has a concrete plan to achieve their goals step by step. The sponsors can use the roadmap for internal stakeholder management and communications with the regions and corporate management. As a result, the IT group can be involved from the start, advising upon interdependencies with other IT initiatives throughout the project. The roll-out of the solution has been timed to support the launch of the newly merged sales teams. An improved system will ensure that new sales teams in their new account territory with a combined product portfolio will have the best possible information on their accounts. |
Practice Highlights Acumen Solutions made a significant difference to how Sun manages their customer interactions by developing an Executive Briefing Center portal. This tool has become invaluable for field sales, executive presenters, and briefing center staff.  As a growing organization with an increasing number of support services, New Visions urgently needed a web-based solution to manage and track initiatives. Acumen Solutions helped New Visions to achieve this goal by using an innovative adaptation of Salesforce.com.  Initial rollout was achieved within 12 weeks to meet an aggressive go-live date. Due to the success of the course, the team’s role was extended to provide on-going training.
 A major cable provider wanted to put a greater focus on their customers’ experience. Using Salesforce.com, we delivered a solution that not only improved call resolution and handling times but also reduced unnecessary truck rolls and increased sales.  From pharmaceuticals and supplies to sophisticated medical workflows, Acumen Solutions helped this multi-billion dollar medical supplies firm reduce costs, streamline processes and, most importantly, improve patient care and medication safety.
 Responding to an evolution within music services, this royalty distribution agency found itself at the forefront of administering new licensing deals. Performance of the new Royalties Administration System has completely re-energized the agency’s ability to distribute customer royalties.  When Acumen integrated eBay's newly acquired payment gateways, the results included improved lead generation, sales, and marketing campaign response rates.  A leading global management consulting firm challenged Acumen Solutions to deploy a videoconferencing solution that delivers significant ROI, saves time and money, increases productivity, and reduces their carbon footprint. We delivered!  A leading global, full-service brokerage firm requested assistance with architecting, designing and transitioning its call centers using Acumen Solutions’ expertise to help achieve “world class” customer support and improved business operations.  Acumen Solutions helped Merrill Lynch (now owned by Bank of America) to migrate to a new CRM platform. The new solution allowed them to improve communication between client sales and service teams, avoid duplication of efforts, and improve client services.  Acumen Solutions helped this leading business information and research provider by integrating systems to improve the performance of their customer service case management.  After rising to the top of the credit card industry using its patented information-based strategy (IBS), this consumer financial services company turned to the Internet and to Acumen Solutions to expand its reach.  When the Carlyle Group made a strategic business decision to strengthen their Investor Relationship Management capabilities, they turned to Acumen Solutions to deliver a system using Salesforce.com.  When RCN wanted to put a greater focus on their customer's experience, they turned to Acumen Solutions. Using Salesforce.com, we delivered a solution that not only improved call resolution but also reduced unnecessary truck rolls and increased sales.
 One of America’s largest automobile insurance companies was having major problems with their data integration and infrastructure. Acumen Solutions was there to help with the implementation of a lead management system and call center solution using Salesforce.com  Acumen solutions helped one of the largest insurance and financial services holding companies in the UK automate their claims and audit process so they could make strategic business decisions in minutes instead of days.
 This high profile regulatory agency needed to improve their ability to address high volumes of advanced legal and financial issues from constituents in a timely manner.
When this leading power tool manufacturer merged with a Pan-European competitor, they turned to Acumen Solution to deliver sales process improvements and CRM roadmap for a post-merger integration
 When the U.S. Army launched its Army Experience Center (AEC), they turned to Acumen Solutions to develop a recruitment tracking platform using Salesforce.com.
 With Acumen Solutions implementation CommerceConnect was able to help U.S. businesses connect with government agencies for aid and become more successful in the global market.  Acumen Solutions was hired to develop and implement a large new web application to function as an end-to-end grants management solution. As a result, we were able to improve processes and increase employee productivity.
 The Securities and Exchange Commission Office of Investor Education and Advocacy turned to Acumen Solutions to replace an important legacy application used to manage high volumes of legal and financial issues.
 Acumen Solutions delivered an advanced customer relationship management solution that unified sales efforts, improved management coordination of 30 nationwide divisions, and allowed executives to achieve operational excellence while improving performance.  "Deploying the right CRM system can make the difference in building customer relationships. Acumen Solutions was chosen because not only are they experts on Salesforce.com implementations but they really understood the importance of and the approach to integrating the ticketing data into Salesforce.com."
 A sales rep can now send an email that includes their personal information in a professional graphic design layout to hundreds of thousands of recipients within minutes.
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