Principal

Transformation

Baker Tilly Digital

Change Management 

Customer Experience

Digital Enterprise

Market Research & Alignment

Marketing Effectiveness

Marketing Technology

Program & Project Management

Sales, Marketing & Service

Sales Technology

Service Effectiveness

Service Technology

Sales Effectiveness

Salesforce.com

Strategic Assessments & Roadmaps 

Strategy & Management Consulting

Director

Customer Experience Management 

Customer Experience Innovation

Client background A global leader, producer and marketer of concentrated phosphate and potash - two of the primary nutrients required to help the world grow the food it needs. The client’s customer base includes wholesalers, retail dealers and individual growers in more than 40 countries. The business challenge The company was focused on innovation that further compliments its customer-centric culture. Their incident reporting/management practices were largely email-based and supported by a variety of disconnected, product-specific databases.   Content repositories for crop nutrition product knowledge, literature, thought leadership and guidance were outdated and hosted across multiple product websites, supported by individual third-party Internet Service Providers (ISPs). This created both a disjointed customer experience and an inefficient cost-to-serve model. The Baker Tilly approach A strategy to improve their brand personality and enhance the customer experience led the organization to an evaluation of its incident reporting/management and processes for sharing product knowledge, literature, crop nutrition thought leadership and guidance. In conjunction with a global deployment of Salesforce’s Sales Cloud and Marketing Cloud, Baker Tilly recommended: Consolidating its incident reporting/management practices to a global CRM deployment, deploying Salesforce’s Service Cloud Consolidating the disparate product websites to a single service/product knowledge portal, leveraging Salesforce.com’s Sites solution Integrating the process re-design and solution delivery for both the service incident management and product knowledge portals to Salesforce.com to six regions around the globe The business impact The comprehensive, customer-centric deployment of Salesforce.com allowed the client to achieve significant growth and cost savings resulting in a five-year Internal Rate of Return (IRR) greater than 100%. Improved visibility of account profile data across the organization enables all functional areas to identify how they can improve the customer experience, improve share of wallet through better customer service, and achieve “crop nutrition advisory” status with the customer base. The consolidation of incident reporting/management practices to a global CRM deployment has led to: Common processes and taxonomy for documenting and managing customer-reported incidents throughout the purchase and ownership lifecycle A 360-degree view of customer touchpoints, inclusive of service experience Leveraging Force.com Sites to consolidate the disparate product websites to a single service/product knowledge portal has resulted in: Improved website user experience via a one-stop-shop model, enabling speed and ease for their customers One website technology vendor and a more efficient and stable vendor management approach Streamlined data and customer relationship management practices Ability to capture and analyze individual customer web behavior and proactively improve the customer service Download the case study > **For more information on this topic, or to learn how Baker Tilly specialists can help, contact our team.**

Salesforce Service Cloud improves brand personality and customer experience for global leader, producer and marketer of concentrated phosphate and potash

Client background A global leader, producer and marketer of concentrated phosphate and potash - two of the primary nutrients required to help the world grow the food it needs. The client’s customer base includes wholesalers, retail dealers and individual growers in more than 40 countries. The business challenge The company was focused on innovation that further compliments its customer-centric culture. Their incident reporting/management practices were largely email-based and supported by a variety of disconnected, product-specific databases. Content repositories for crop nutrition product knowledge, literature, thought leadership and guidance were outdated and hosted across multiple product websites, supported by individual third- party Internet Service Providers (ISPs). This created both a disjointed customer experience and an inefficient cost-to-serve model. The Baker Tilly approach A strategy to improve their brand personality and enhance the customer experience led the organization to an evaluation of its incident reporting/management and processes for sharing product knowledge, literature, crop nutrition thought leadership and guidance. In conjunction with a global deployment of Salesforce’s Sales Cloud and Marketing Cloud, Baker Tilly recommended: Consolidating its incident reporting/management practices to a global CRM deployment, deploying Salesforce’s Service Cloud Consolidating the disparate product websites to a single service/product knowledge portal, leveraging Salesforce.com’s Sites solution Integrating the process re-design and solution delivery for both the service incident management and product knowledge portals to Salesforce.com to six regions around the globe The business impact The comprehensive, customer-centric deployment of Salesforce.com allowed the client to achieve significant growth and cost savings resulting in a five-year Internal Rate of Return (IRR) greater than 100%. Improved visibility of account profile data across the organization enables all functional areas to identify how they can improve the customer experience, improve share of wallet through better customer service, and achieve “crop nutrition advisory” status with the customer base. The consolidation of incident reporting/management practices to a global CRM deployment has led to: Common processes and taxonomy for documenting and managing customer-reported incidents throughout the purchase and ownership lifecycle A 360-degree view of customer touchpoints, inclusive of service experience Leveraging Force.com Sites to consolidate the disparate product websites to a single service/ product knowledge portal has resulted in: Improved website user experience via a one-stop-shop model, enabling speed and ease for their customers One website technology vendor and a more efficient and stable vendor management approach Streamlined data and customer relationship management practices Ability to capture and analyze individual customer web behavior and proactively improve the customer service Download the full case study > **For more information on this topic, or to learn how Baker Tilly specialists can help, contact our team.**

Comprehensive, customer-centric deployment of Salesforce.com allows significant growth and cost savings

Together with salesforce.com, we help organizations become more customer-centric and competitive by identifying and addressing the key business capabilities necessary for you to succeed. 

The rigor of our business technology consulting approach provides you with a framework for analyzing, developing, and cultivating the individuals, partners, processes, and technologies required to reach your goals. You receive the leading SaaS solution built on the force.com platform along with the deep knowledge and experience to handle extensive custom development where needed to support your unique competitive difference.

Salesforce.com is the leading enterprise cloud computing company. It is known for Sales Cloud and Service Cloud, applications for customer relationship management (Salesforce CRM); Force.com, a cloud platform for building and running business applications; and Chatter, an enterprise collaboration application.

Baker Tilly is a salesforce.com implementation partner. We lead cloud-based salesforce.com® implementations to help organizations attract, retain, and serve customers.

Baker Tilly business technology consultants develop effective operational strategies and lead cloud-based salesforce.com® implementations to help organizations attract, retain, and serve customers.

Modern selling relies on technology that creates better buyer engagement and accelerates deal flow, not just record keeping. 

Modern selling relies on sales technology that improves buyer engagement, accelerates deal flow and enables the sales organization to work more effectively.

Is your sales team achieving its full potential? Baker Tilly can work with you to help design a sales process and set of enabling tools that are focused on increasing customer engagement while streamlining key processes to allow your sales force to focus on what they do best: sell. 

Baker Tilly can help enhance the effectiveness of your sales organization through the development of a holistic sales strategy and enablement roadmap.

Creating positive service experiences is the best way to build customer loyalty and create brand evangelists.

Baker Tilly helps companies evaluate and align their services organizations to meet service demands, improve service engagement and deliver excellent field and customer service.

Despite significant investments made in marketing technology, many organizations are not achieving the results they expected. 

To achieve growth in today’s competitive, customer-driven marketplace, a more holistic focus on customer experiences and interactions is necessary.  That requires operational capabilities that are unified around a common view of the customer lifecycle.

In today’s customer-driven marketplace, a focus on customer experience and engagement is necessary. Cloud-based CRM solutions help organizations become more customer-centric.