Case Study: Harris

Success Story: Harris – Leading National Mechanical Contractor

Salesforce Implementation Delivers Enterprise Sales Potential

Harris is a leading national mechanical contractor specializing in design and engineering, construction, controls, service, manufacturing, conveyors, and end-to-end building systems. Projects range from stadiums to manufacturing facilities, power plant to hospitals, concert halls to classrooms.

CHALLENGE

Harris’ objective was to achieve an enterprise-wide CRM solution based on the Salesforce platform. Harris’ three primary divisions— Service, Building Automation, and Construction–share a number of customers. While the first two divisions were on the Salesforce platform, the Construction division remained on a legacy CRM system.

Harris was looking for:

  • Core Salesforce implementation – bringing the Construction division onto a common platform with other key divisions
  • Right-sized implementation – to expedite and maximize adoption, Harris sought an initial deployment that offered a streamlined user interface and experience, consistent with user needs and the resources available to support the deployment
  • Visibility – cross-division visibility to common customers and relationships

SOLUTION

Demand Chain worked in conjunction with Harris to prioritize the highest value components to include in the project.

These included:

  • Enhanced implementation of Sales Cloud
  • UX/UI design to minimize clicks/scrolling
  • Account & Opportunity management
  • Deployment of Service Console App for service needs
  • Microsoft Teams > Salesforce integration
  • Web-to-Lead management implementation
  • Data management/standardization
  • Reports and dashboards
  • Training – conducted train-the-trainer to maximize adoption

RESULTS

The enhanced implementation benefits, including:

  • Single view of customer – with all critical information now contained in Salesforce, Harris is better able to see and understand cross-divisional customer relationships and status and opportunities.
  • Improved view of sales pipeline – comprehensive management view supported by new reports
  • Strong adoption/use – new division has rapidly come onboard in its use of the new system and capabilities. In only a few weeks, adoption has risen to nearly 90%.

CLIENT TESTIMONIAL

“The Demand Chain team was more helpful through this project than I could have ever imagined. They would walk me through how a solution was made, how it should be managed, and why a certain solution would be a better option over another. Most projects I have been a part of in the past have mostly been a “here’s what we need, now go do it” sort of approach. With this one I felt very connected to the whole process which built confidence in the Demand Chain team week over week. I honestly don’t have anything negative to say, this was a great team!”

Eric Lewis – Sales Enablement Manager, Harris


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