Use Case 1: Transforming a custom metal parts supplier
Overview
In 2018, a custom metal parts manufacturer and supplier relied on its CRM mainly for contact management. At the same time, U.S. companies were urgently searching for alternative suppliers to avoid tariffs on Chinese imports, triggering a sharp spike in inquiries.
The company’s owner, a shrewd negotiator with 35 years of global supplier relationships, recognized the opportunity. He wanted to update the CRM to boost rep productivity and expand marketing capabilities. What began as a simple system upgrade over the next three years became a complete digital transformation.
2019 | –Sales Cloud –Marketing Cloud |
2020 | -Salesforce CPQ |
2021 | -Service Cloud -Quality Control Application (Custom Application) |
2022 | -Experience Cloud: Customer and Vendor Portal |
The success of the sales team operating in a centralized CRM and the owner’s new visibility into the pipeline created momentum for Salesforce CPQ. By 2021, the company’s position was further strengthened when its main competitor exited the market, leaving them as the sole supplier of elevator sills to the Big Five elevator manufacturers.
This new dominance came with heightened requirements from customers, each demanding:
- ISO certification
- Real-time shipment forecasting
- Customized services such as sanding and specialized packaging
To meet these challenges, we designed and implemented a custom Salesforce application that became the backbone of their supply chain visibility. The system enabled customers to manage Just-in-Time (JIT) inventory with confidence and directly supported the company in obtaining ISO certification. This reinforced its position as a top-tier, globally compliant supplier, securing long-term trust from some of the world’s largest manufacturers.