Customer Success Story: Interceramic


By Caitlin Perry

About Interceramic

Interceramic is a manufacturing world leader headquartered in Chihuahua, Mexico and Carrollton, Texas with twelve stores in the United States and over 330 stores across Mexico, Guatemala and China. Their mission is to provide superior products and installation services for ceramic, porcelain and natural stone tile design in both residential and commercial spaces.

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THE CHALLENGE: LACKED A PROPER CRM PLATFORM

Interceramic US was struggling to scale their operations through their homegrown customer relationship management processes, which resulted in:

  • Mismanaged customer account information.
  • Limited perspective on pipeline data and optimization.
  • Redundant interactions between sales reps and customer service representatives stationed in local branches.
  • Disjointed logistics between the national sales team and coastal distribution warehouses.

THE SOLUTION: BUILD, AUTOMATE & STREAMLINE SALES OPERATIONS

After choosing to invest in Salesforce as their new CRM tool, Interceramic partnered with Canpango for multiple in-depth discovery sessions to:

  • Generate and formalize sales processes, including lead routing and lead assignment, that could be easily translatable into Salesforce.
  • Implement Sales Cloud through a focused account management approach.
  • Build a Salesforce integration for their ERP database, Oracle, to ensure all purchase orders (PO) are booked through Oracle and reflect the same data in Sales Cloud.
  • Design a Salesforce mobile application interface to enable access to applicable field users.
  • Install a Salesforce inbox and provide best practices on how to facilitate Outlook and Google Chrome functionality.

THE RESULTS: GREATER SALES WORKFLOW PRODUCTIVITY

With a tailored Salesforce solution in tact, Interceramic has witnessed:

  • Improved worker experience through the elimination of dated account management methods.
  • Elevated customer experience due to regulated phone call activity tracking that creates the opportunity for more intentional customer engagements and deeper relationships.
  • Boosted efficiency in identifying order status, backorders, orders en route and other logistics metrics that evaluate the production planning process.

“Canpango really set the bar high for project organization. All milestones were kept on track without surpassing the designated timelines that we established together. They strategized thoughtfully when it came down to reshaping our processes in Salesforce and were always eight steps ahead of our team when it came to forecasting our long-term business objectives.”
José Ramón Merino Lom | IT Manager, Interceramic

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