CRM Instances consolidation for a leading UK-Based Industrial Distributor

A leading UK-Based Industrial Distributor

Problem Statement:

The client maintained multiple, region-specific CRM systems that hindered visibility into customer interactions, delayed response times, and complicated reporting. These silos prevented a unified Customer 360 view, making it difficult for sales, service, and marketing teams to collaborate and deliver consistent experiences.

The Challenges:

Leads, opportunities, and service cases lived in different systems, resulting in duplicate records and inconsistent customer views.
Regional variations in workflows and data models hindered global reporting, governance, and expansion.
Real-time sync between Salesforce, e-commerce, and ERP systems was essential for accurate order, inventory, and support data.
Ensuring GDPR compliance, field-level encryption, and smooth user adoption required architectural and training investments.

The Solution:

Global System Consolidation: Replaced multiple regional CRM platforms with one unified Salesforce environment, creating complete customer visibility and enabling seamless collaboration between sales, service, and marketing teams worldwide.
Standardised Business Processes: Established consistent workflows and data models across all regions while maintaining local compliance requirements, simplifying global reporting and governance for 750,000+ product components.
Live System Integration: Connected Salesforce with e-commerce platforms and ERP systems through real-time data synchronisation, ensuring accurate inventory levels, order tracking, and support ticket management.‍
Secure Global Deployment: Implemented field-level encryption and regional data residency controls meeting GDPR standards, while providing comprehensive training programs to ensure smooth user adoption across all markets.

Impact made:

35%

Accelerated Revenue Recognition

Shortened Quote-to-Cash: Streamlined quoting and ordering processes reduced cycle times by 35%, accelerating revenue recognition.

25%

CSAT Improvement

Enhanced User Satisfaction: Consistent workflows and real-time visibility empowered teams to respond faster, boosting customer satisfaction scores by 25%.

40 Hours

Per week saved

Operational Efficiency: Data silos were eliminated, saving an estimated 40 hours per week in manual data reconciliation.

CRM Instances consolidation for a leading UK-Based Industrial Distributor

Problem Statement:

The Challenges:

The Solution:

Impact made:

35%

25%

40 Hours

What made it special:

Testimonial:

Tools / Platforms Used:

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