Principal

Baker Tilly Digital

Customer Experience

Digital Strategy

Sales, Marketing & Service

Salesforce.com

Strategy & Management Consulting

Director

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   Content repositories for crop nutrition product knowledge, literature, thought leadership and guidance were outdated and hosted across multiple product websites, supported by individual third-party Internet Service Providers (ISPs).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
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.

We lead cloud-based salesforce.com® implementations to help organizations create meaningful engagement with the markets most important to them.  Whether it be their employees working together to generate value in the marketplace for clients or engaging with those clients to co-create value in the business they conduct together, Baker Tilly creates digital engagement strategies and solutions that matter.

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

Amanda Klein is a principal in the enterprise transformation services team within the consulting practice at Baker Tilly. As a principal in Baker Tilly’s enterprise transformation consulting practice, Amanda Klein leads organizations through all phases of complex business transformation initiatives. She leads activities to define strategic objectives, align with future-state customer experience vision and activates tools to support adoption and engagement throughout. She drives execution of the transformation strategy by leveraging her experience in program management, change management, process improvement, and business analysis. Amanda joined the firm in 2007 and has helped clients from a variety of industries including: manufacturing and distribution, financial services and healthcare – achieve their goals. 

As a director in the Baker Tilly digital practice, Todd Wilkerson partners with organizations to architect and execute transformational programs that smartly shift not only their business models and supporting operations to digital, but also their organizational mindset.

Customers have more choices, seem to be less loyal and at times are only concerned with price and availability. Just working harder doesn't generate the kind of growth that it may have in the past.

Customers have more choices, seem to be less loyal, and at times are only concerned with price and availability. Just working harder doesn't generate the kind of growth that it may have in the past.

Salesforce.com

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

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

Sales, Marketing & Service

Amanda E. Klein

Todd D. Wilkerson

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.

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