Customer Success Story: Lab-Aids


By Lauren Keepers

About Lab-Aids

For over five decades, Lab-Aids has been a national leader in science curricula development and distribution. Lab-Aids’ mission is to help build a foundation for hands-on, research-based scientific experiences for middle school and high school students across the United States.

 

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THE CHALLENGE: DISCONNECTED SYSTEMS

With various and disjointed ERP, CRM and one Marketing Automation Engagement Program in place, Lab-Aids lacked a single source of truth which resulted in:

  • Higher opportunity cost due to duplicative, manual data entry of lead contact information and corresponding historical engagement metrics.
  • Fragmented curricula sample activity tracking that lacked the ability to report on ROI or to produce qualified leads.
  • Prolonged account search times from ungoverned data modeling.
  • Poor reporting and minimized training capabilities for sales mentors to educate relationship managers.
  • Increased levels of distrust on behalf of Marketing, Sales and Customer Service departments.

THE SOLUTION: HEALTHIER & EASIER-TO-MANAGE CUSTOMER DATA

Lab-Aids partnered with Canpango to evaluate, convert and translate cross-departmental workflows into a custom Salesforce org to:

  • Exemplify operational best-practices by re-engineering, documenting and launching streamlined processes for Sales, Marketing and Customer Service through collaborative discovery sessions.
  • Build custom objects to represent Samples and Pilot Programs.
  • Increase Account Record lookup speed and efficiency through Salesforce predictive search text.
  • Launch hierarchical territory management strategy through a tailored Sales Cloud implementation to approach individual schools, school districts and states with varying levels of lead assignment and engagement.
  • Associate sample curricula kits with corresponding opportunities in order to better track conversions through organized sales follow up.

THE RESULTS: STREAMLINED SALES, MARKETING & CUSTOMER SERVICE OPERATIONS

By uniquely integrating data between Salesforce Sales Cloud, Pardot and a legacy ERP platform, Lab-Aids is now able to penetrate a highly unsaturated education market with a 360° customer view which:

  • Elevates transparency within lead communication efforts through automated email engagement notifications.
  • Increases opportunity pipeline profitability through documented lead qualification processes and facilitates account organization through Salseforce tagging functionality.
  • Decreases opportunity cost through elimination of manual data entry.
  • Advances sense of employee optimism through bidirectional feedback between sales and marketing mentors and mentees.
  • Strengthens relationship between Marketing and Sales departments through trackable communications support that produces pre-fielded, qualified leads for sales reps.
  • Bolsters client partnerships through easily referenceable historical territory data.
  • Enables more informed purchasing decisions on behalf of Curriculum Specialists (target audience) and Teachers (end-users).

 

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Want More Details?

Get in touch with Canpango’s expert consulting team today to learn more about how we can help grow your business.

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