Client Overview

Location: Lancaster, PA, USA

Employees: 1000-5000

Industry: Building Materials

Solution: Sales Cloud, Service Cloud, Experience Cloud

Go-Live Dates: On Going

Armstrong World Industries, Inc. (AWI) is a leader in the design and manufacture of innovative commercial and residential ceiling, wall and suspension system solutions in the Americas. With approximately $1B in revenue, AWI has about 2,500 employees and a manufacturing network of eleven facilities plus five plants dedicated to its WAVE joint venture.

Challenge

Various Excel Files in different formats used to collect data for Sales, Finances, and Customer Service to report on distributor scorecards, which contributes to bad data, poor year to year tracking, and lots of manual keying in or repetitive data.
Communication and integration between home-grown Lead Scoring system, hosted on AWS, and Salesforce.com system needs to have data sent and received from Salesforce.com at different steps of the sales process.
Computer Aided Design (CAD) and Bill of Material (BOM) requests are submitted via email, phone, and other conversations, which leads to data quality issues, prioritization questions, visibility to where they are in the queue, and tracking revisions.
Streamline the CAD, BOM, and Quoting process to create a more efficient and effective experience for its internal and external users.

Solution

Utilized the scorecard object to capture finance, sales, claims, customer satisfaction, and other key metrics to score distributors. Created a printable format that is standard across all scorecards and captured year over year reports to show which distributors improved their scores and ranking.
Create API calls to and from Salesforce.com and the lead scoring system (AWS) when statuses are changed in each system.
Created an object structure for internal sales reps and external partners to enter and create project and CAD requests. Utilized case entitlements and milestones to track the time it takes the various request types to move through the business process and ultimately be completed with a CAD and BOM output file that is sent via notifications to the end customer.
Create an automated process to parse XML blob formatted data to automatically create Cases, Opportunities, Quotes, and Quote Line Items based on the relevant data. Automatically generate Quote and BOM documents in various formats utilizing Conga that will be saved as files on the Quote record.

Result

Easier to read and standard scorecards, year-over-year reporting to compare scores and status, single point of entry for data, improved data quality, and ultimately better communication around distributor scores and status.
Connected the lead scoring system and Salesforce.com to help the Business Development and Sales Reps prioritize leads and opportunities based on various lead generation tools.
Improved turnaround time, data quality, communication, and analytics for CAD and BOM requests, which has led to better customer satisfaction, more sales, and business.
Seamless integration between the CAD system and Salesforce.com and dynamic document creation, which allows for customers to receive, review, and move through the quote-to-case process in a much shorter amount of time.