Metroll

The Challenges

Metroll, a leading manufacturer of building supplies, aimed to leverage technology and software as a competitive advantage in the traditionally low-tech building products industry. Their goal was to provide superior customer experiences, faster turnaround times, and competitive pricing by optimizing their back-office operations. To achieve this, they partnered with Omnivo Digital, a trusted manufacturing Salesforce consultancy, to guide them through their digital transformation journey.

The Solutions

Omnivo Digital recommended and implemented a comprehensive suite of Salesforce solutions tailored to Metroll’s unique manufacturing requirements. The following Salesforce products were leveraged to help Metroll achieve its goals:

1. Salesforce Sales Cloud: Omnivo Digital helped Metroll build a custom-tailored manufacturing ERP on the Salesforce Sales Cloud platform. This ERP encompassed the entire order lifecycle, including quoting, order acceptance, work order generation, order release, invoicing, shipping fulfillment, purchase order management, inventory intake, and COGS calculations. Sales Cloud also supported Metroll’s sales operations and tracking, providing visibility into forecasting and sales rep performance. Additionally, a custom machine production planning tool was implemented within Sales Cloud, automating scheduling across seven stations and resulting in increased efficiency and significant cost savings.
2. Salesforce Experience Cloud (formerly Community Cloud): Omnivo Digital developed a Customer Portal using Salesforce Experience Cloud. The portal revolutionized the customer experience by allowing Metroll’s customers to create their own quotes and orders online with real-time pricing. This self-service capability eliminated the need for customers to wait for quote turnaround times, enhancing the overall customer experience. The portal also included a feedback mechanism that alerted the sales team to potential cross-selling opportunities. In the first year alone, the portal generated $2 million in sales, effectively saving the cost of two full-time sales team members.
3. Salesforce Marketing Cloud Account Engagement (MCAE): Omnivo Digital set up the Marketing Cloud Account Engagement tool for Metroll to stay top-of-mind with prospects and existing customers. MCAE enabled targeted marketing campaigns to promote new products, clearance items, and other initiatives. Dynamic cadences were created to personalize communication based on customer actions on the portal, website, or email, resulting in decreased lead conversion time and increased cross-selling purchases.

The Results

The partnership between Metroll and Omnivo Digital, coupled with the implementation of Salesforce solutions, produced significant results across various aspects of Metroll’s business operations.

1. Streamlined Operations and Cost Savings: The Salesforce Sales Cloud-based manufacturing ERP streamlined Metroll’s order lifecycle processes, resulting in improved efficiency and cost savings. The automated scheduling system reduced the need for manual intervention and reallocated two full-time employees, saving Metroll $100,000 annually.
2. Enhanced Customer Experience: The Salesforce Experience Cloud Customer Portal transformed the customer experience by enabling self-service quoting and ordering with real-time pricing. This resulted in faster quote turnaround times and increased customer satisfaction. The portal’s cross-selling opportunities and proactive alerts further nurtured customer relationships and revenue growth.
3. Marketing Efficiency and Increased Revenue: The implementation of Salesforce Marketing Cloud Account Engagement allowed Metroll to deliver targeted marketing campaigns and personalized communication to prospects and existing customers. This approach decreased lead conversion time and boosted cross-selling purchases, driving increased revenue for Metroll.
4. Ongoing Partnership and Success: Metroll continues its partnership with Omnivo Digital under a managed services contract, receiving monthly white-glove support. The expertise and support provided by Omnivo Digital have resulted in a 250% return on investment (ROI) for Metroll’s entire Salesforce build. Furthermore, Omnivo Digital’s optimized processes have enabled faster implementations, reducing the time required for future features to be developed and deployed.

Metroll’s continued partnership with Omnivo Digital and the successful implementation of Salesforce solutions have resulted in improved sales operations, enhanced customer experiences, increased revenue, and streamlined business processes. This customer story showcases the power of leveraging Salesforce technology and expert consultancy to drive digital transformation and achieve significant business outcomes in the manufacturing industry.