Eigen X Case Study- Armstrong Flooring Inc

Client Overview

Location: Lancaster, PA, USA

Employees: 1000-5000

Industry: Building Materials

Solution: Sales Cloud, Service Cloud, Community Cloud, Pardot, Marketing Cloud

Go-Live Dates: On Going

Armstrong Flooring Inc. (AFI) is an enterprise manufacturing company who focuses on manufacturing flooring products. Their world-wide headquarters is located in Lancaster, Pennsylvania, and their 3,600 employees operate across several offices and 15 manufacturing facilities in the United States, China and Australia. AFI has been confronted with many challenges in their go to market strategy and has had to focus more on a distribution model, rather than selling to retailers. This has led to a large change in the way they market and sell.​

Challenge

  • Lack of user adoption and system usage.​

  • Inconsistent data governance and data quality that didn’t align with other master data systems.​

  • Siloed data across Marketing, Sales, Pricing, Customer Service, Operations, and Partner Channels.​

  • Capturing uniform data, tracking, and reporting on special price requests for SOX compliance.​

  • Lack of visibility to AFIs Australia, China, and Southeast Asia Sales pipeline.​

  • Custom solution to manage sales reps assigned to Accounts with minimal reporting​

  • Improve customer service’s reaction time to closing cases. ​

  • Customer emails are tracked through Outlook and Excel spreadsheets​

Solution

  • Upgraded the client from Classic to the Lightning UI and simplified several complex business processes to use more native Salesforce.com functionality.​

  • Implemented best practices around data governance with simplified global picklists, required fields, eliminated as many text fields as possible, and set up numerous integrations to other systems.​

  • Implemented Pardot and Marketing Cloud.  Configured several enhancements to Service Cloud to reduce Service agents time on cases. Rolled out 3 communities (secured, public, and knowledge) to enhance the channel partner experience.​

  • Executed a system to provide various tiers of price approvals based on channel, quantity, list price, margin, cost, and several other key attributes.​

  • Implemented Sales and Service Cloud for Australia, China (Chinese), and SEA users and implemented Omni Channel chat across multiple channels with  public knowledge base.​

  • Implemented Enterprise Territory Management to assign Sales Reps to territories​

  • Implemented Email-to-Case and different Case Record Types for different departments for improved visibility to Cases​

Result

  • Better morale as management was able to identify and help AEs make sales decisions based on data and provide AEs with more complete data through system integrations.​

  • Improved reporting metrics and indicators to allow the management team to make faster, more informed decisions.​

  • Improved relationship and communication across Marketing, Sales, Pricing, Customer Service, and Partner Distributors and Dealers, which allowed for better co-selling and visibility into various team needs.​

  • Moved off old systems (Emails, Excel, MS Access, Lotus Notes, Oracle/Power Builder) to SFDC based solutions allowing for better traceability, reporting, and quicker turnaround times.​

  • Better visibility for management reporting and significantly improved sales in APAC markets​

  • Improved Quality and case closing time.​

  • Improved tracking of which Sales reps are assigned to which Territories​