Customer Success Story: Sawgrass


By Canpango

ABOUT SAWGRASS

Sawgrass combines patented digital ink formulations with advanced color management software and technical support to help people create personalized projects while offering the lowest startup costs of any product decorating technology.

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THE CHALLENGE: DISJOINTED REGISTRATION PROCESS

Because hardware cannot perform any critical tasks without software, operations teams typically struggle with managing the relationship between online software registration and in-store equipment maintenance. Oftentimes, tech companies will develop homegrown apps to sync software user profile information and registration data with backend CRM systems. The downside of this method? Unless grade-A development resources are supervising these efforts, the user experience (UX) and user interface (UI) can be really poor.

Sawgrass had two fundamental problems:

Problem #1 | Customers who purchased new printers were struggling to register their unique printer serial numbers through the online Sawgrass customer portal if they didn’t already have an existing profile setup.

Problem #2 | Sawgrass’s online customer portal (housed on their website) was not integrated with Salesforce Community Cloud, yielding a disjointed, off-brand experience. This forced customers to complete profile registration via the web portal and printer registration through the home-grown app—all while simultaneously forcing employees to reconcile registration data between the customer portal and Salesforce customer records.

THE SOLUTION: CUSTOM CUSTOMER WEB PORTAL

Sawgrass partnered with Canpango to deliver two solutions.

Solution #1 | First, Sawgrass partnered with Canpango to replace a homegrown desktop app with Salesforce Community Cloud that, upon printer registration, prompted customers to open a branded Community Cloud landing page that begins the printer registration process without having to use the Sawgrass website portal.

To make the custom Community Cloud portal look and feel exactly like the website portal, Canpango used a series of HTML, CSS, Javascript code combined with Salesforce Lightning components, VisualForce elements and Apex code.

Solution #2 | Second, Canpango implemented an SSO solution that allows users to seamlessly flow between the Salesforce Community Cloud portal when they register as a user and register their printer.

An integration was built between Sawgrass’s website portal hosted through Kentico and the Community Cloud portal to ensure a two-way data exchange between the two.

THE RESULT: STREAMLINED REGISTRATION PROCESS

Now, when customers purchase a printer and create their user profile in through the Salesforce-powered portal, an automatic trigger is set up to notify corresponding distributors without a sales rep needing to reach out to the customer for shipment information. In addition to this, Sawgrass’ customer support team are now able to work from a single screen while responding to case issues and product replacement order requests. The Sawgrass operations team also now has the ability to:

  • Make changes or add Salesforce fields without IT assistance.
  • Design behind-the-scenes automations with greater flexibility.
  • Integration with ERP solution for streamlined workflows and data sync.
  • Reference Salesforce training materials and other custom documentation guides provided by Canpango.

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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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