Trailblazer Spotlight: Amanda Haws of ToxStrategies

TRAILBLAZER

SPOTLIGHT

Rosetree Solutions customers driving meaningful change in their organizations

AMANDA HAWS

Marketing Analyst
Houston, TX

“We wanted our system up and running fast, so having experts on our side right away was great.”

What led ToxStrategies to move into Salesforce?

As the company grew, it had become more difficult for top level executives to see what was going on in the company. There was no centralized place to look. Viewing and updating spreadsheets isn’t exactly user-friendly. We wanted to see everything in one place, including the sales cycle and progression for opportunities and leads.

Salesforce has allowed us to get that visibility. It has been helpful for our different business groups to see each others’ leads, opportunities, and proposals. There may be a connection that we didn’t see at first – someone here may know someone at the client company, or have useful insight from relevant experience.

As you lead Salesforce initiatives, how helpful is it to have a consulting partner like Rosetree Solutions?

Super super helpful. We wanted our system up and running fast, so having experts on our side right away was great. They are so fast at figuring out the best way to approach a problem and configure a solution. I can present them an issue and say “I’m not sure about the best way to approach this.” They will respond with my available options immediately. They always help walking me through things and teaching me how do it so can manage it in the future.

How has working with Salesforce impacted your career and job role?

Salesforce has been mine to manage, because I’m the only one at our company who has used it before. It has been a really good learning opportunity and it has made me see the value of Salesforce even more. I didn’t think I would like getting into back end data organization and configuration, but I’ve really enjoyed it.

I’m in charge of tracking our current Opportunities and Pending New projects. I regularly pull reports of those and send them to our marketing team as an internal communications newsletter. Before  we got Salesforce, I’d have to ask five different super-busy people for updates. It used to be difficult to pull information together, but now it’s easy to compile and share.

“It used to be difficult to pull information together, but now it’s easy to compile and share.”

How has your department or organization changed since starting with Salesforce?

The Outlook integration is great for identifying leads and getting to work on them right away. Our previous process could have had leads sitting around for a couple of weeks. Now we’re seeing data input more quickly.

How does Salesforce support your digital transformation goals and objectives?

First, Salesforce allows us to view and leverage past relationships with different departments or subsidiaries within one client or company. In our proposals, we list qualifications and relevant experience. It’s beneficial to say “I’ve actually worked with your company before.”

Second, we have a custom object configured that allows us to access prior assessments we’ve completed. This allows us to do future work more efficiently.  Basically, we are taking information and learnings that may be useful for a future project, and giving them a place to be recalled when needed.

What message do you have for other business leaders who are considering starting with Salesforce?

Don’t be scared off by Salesforce’s learning curve. It can look intimidating, but when someone needs help I just hop on screen share with them. Their question is usually answered quickly by walking through it. When teaching people, I do screen-records to send it to them, or I’ll write them instructions. People are intimidated by the system because of its size and the number of things you can click into, but there are several ways to teach people how to adapt to a new system. You just have to take that first step and not look too far down the road.

AMANDA HAWS has a varied career background including marketing, corporate communications, recruiting, legal, and psychometry. She has a Bachelors Degree in Psychology from The University of Texas at Austin

TOXSTRATEGIES is a multidisciplinary scientific consulting firm that strives to develop innovative solutions to address scientific, technical, and regulatory challenges – toxstrategies.com

Trailblazer Spotlight: Tammy Cragg of ResMan

TRAILBLAZER

SPOTLIGHT

Rosetree Solutions customers driving meaningful change in their organizations

TAMMY CRAGG

Sr. Salesforce Analyst / Administrator
Dallas, TX

“Having an expert on your side gives you confidence.”

How did you start working with Salesforce?

I got some experience with Salesforce working as a marketing coordinator at another company. When I joined ResMan, they found out I knew something about Salesforce so they made that my main focus. I decided to just dive in. When I first got started I thought I pretty much knew it all, but I quickly realized “Oh my gosh, there’s just so much that it can do.” So I started studying and decided I wanted to get certified. After a year at ResMan, I got my certification. As an admin there’s always more to learn with Salesforce.

As you lead Salesforce initiatives, how helpful is it to have a consulting partner like Rosetree Solutions?

Salesforce was implemented at ResMan before I joined. In its original form it had limited functionality and an overly-customized structure. When I signed on I worked with what we had, but it didn’t take long to see where we were being limited. A couple of years ago we decided to backtrack and build it out correctly. It would have been really hard to do that unless we had a solid consultant able to guide us.

Since partnering with Rosetree, things have gotten much better. We actually had another consultant before Rosetree – a small operation – helping us rework our org. We thought we could get by without the robust service of a firm like Rosetree, but now we see how critical it is to have a solid team behind you. I wish we had picked Rosetree initially. Their approach to project management really helps guide me through the entire process, and they don’t need me to do a lot of the legwork.

How has working with Salesforce impacted your career?

It has opened up a whole new world. I never imagined there were so many career paths available, even just as an admin. I could move into development, sales ops, etc. My struggle has been deciding which way I’d like to go. It’s great in uncertain times knowing that there’s a strong Salesforce community and that there is opportunity everywhere.

How has your department or organization changed since starting with Salesforce?

We initially started using Salesforce in a very different way. It was working at first for a specific use-case. But once we tried scaling into other products it fell apart. With Salesforce CPQ we’ve found the right tool for the job, and we are tracking to save time automating pricing tasks. We can avoid double-entry and redundant systems, and be sure we have the right information in one place.

How does Salesforce support your digital transformation goals and objectives?

It’s different for each department, but Salesforce is impacting how we operate across departments. For instance, we had some disconnects with our clients and weren’t able to track cases well. Trying to solve these customer support issues led us to Service Cloud. With sales, we’re finding great ways to handle quoting in Salesforce. We don’t need to work out of Excel.

What message do you have for other business leaders who are considering starting with Salesforce?

Start with a consultant. You need to think about the future and build for scalability. Having an admin on staff is great, but you can’t expect them to be an expert admin, developer, project manager, etc. – and have all of that experience wrapped up in one person. When you bring Salesforce into your organization, you don’t know what you don’t know. Having an expert on your side gives you confidence and can alleviate any concerns you have. If possible, also make sure you have an executive that gets it and understands the system at some level so they can be your champion. Decisions should respect the system’s structure and architecture to ensure it scales.

TAMMY CRAGG is a Certified Salesforce Administrator at ResMan. She has experience in marketing and sales operations.

ResMan® provides innovative technology solutions to the property management industry. – myresman.com

Trailblazer Spotlight: Nathan Storey of Storage Solutions

TRAILBLAZER

SPOTLIGHT

Rosetree Solutions customers driving meaningful change in their organizations

NATHAN STOREY

VP of Operations
Westfield, IN

“We’re bringing a new level of visibility to everything we’re working on.”

What initially led you to Salesforce?

Storage Solutions had recently adapted a culture of continuous improvement. I took on a project identified in our strategic plan called Tools for the Job. Looking at our current technology and possible options, we landed on implementing a CRM. Salesforce was one of three CRMs we vetted. We ultimately went with Salesforce because it has a solid CRM foundation while providing a canvas to modify and build off of – and eventually create one true central database for all of our business functions.

As you led this initiative, how helpful was having an implementation partner?

It was huge. I was the Storage Solutions expert creating the vision for what we needed, but I needed an expert in Salesforce. That’s where Rosetree was a great partner. We worked together to make sure they understood the “why”, so they could figure out the “how”.

Describe your experience with Rosetree Solutions.

It’s been very good – exactly what you want from a partnership. We have an open dialog and aren’t afraid to challenge each other, brainstorm, and figure out how to make good ideas even better.

How has using Salesforce impacted your career?

It has given me more responsibility, but I’ve enjoyed the challenge. It has been great as an ops guy to talk with people, see where their problems are, and then actually be able to create solutions. With all of these initiatives in Salesforce, our team has really bought into it. Everyone can see the ROI. That’s given me the confidence to keep going and find more use cases for Salesforce in our company.

How has your department or organization changed since starting with Salesforce?

We’ve focused most of our efforts so far on sales and how we get proposals to customers. But now we’re also getting into project management to track everyone’s workload. We’re bringing a new level of visibility to everything we’re working on.

How does Salesforce support your digital transformation goals and objectives?

For us, it’s all about combining processes wherever it makes sense. Rather than try to connect separate systems and processes, Salesforce allows us to bring everything together to reduce redundancies and increase visibility.

What message do you have for other business leaders who are considering starting with Salesforce?

Just do it. You don’t have to be great to start, you have to start to be great. Even though I spent a great deal of time researching various technology and CRMs before going with Salesforce, I still had no idea if it was going to work. You have to just believe in yourself and get started. Make sure you choose a good partner like Rosetree to help you connect where you are now to the vision you have for the future. You’ll come up with the plan as you go. Don’t wait until you have it all figured out. Just get going and don’t be afraid to meet challenges along the way.

NATHAN STOREY is an experienced VP of Operations in the warehousing industry. He holds Bachelors in Economics and Business from Wabash College.

STORAGE SOLUTIONS is the nation’s leading provider of industrial storage and material handling equipment. storage-solutions.com

Considerations for Merging Salesforce Orgs

Companies that consist of multiple divisions and business units often need to consider whether it is more efficient to merge multiple Salesforce orgs into one, or whether to continue operating on independent platforms.

The decision is one of weighing tradeoffs, rather than a simple straightforward move to move from managing (and paying for) many items instead of one.

From a license cost perspective, the savings from merging multiple orgs is likely small. Perhaps the combined license count of the merger will move your company into a new volume price break.

They key question is whether merging orgs will reduce the complexity to manage the combined platform when compared to maintaining separate orgs.

Fill out the form below to read the complete article.

Rosetree Solutions and Rethink Partner to Deliver Clients Comprehensive Commercial Real Estate Technology Solutions.

Rosetree Solutions, a Salesforce Silver Consulting Partner specializing in developing end-to-end Salesforce solutions for clientele across many industries, and Rethink, an Independent Software Vendor (ISV) whose custom Salesforce interface is a leading solution in the Commercial Real Estate (CRE) industry, are announcing a strategic partnership to better serve industry needs.

Together, Rethink and Rosetree comprise a team that can lead massive, positive digital transformation for commercial real estate brokers and related industries. Rethink provides an excellent platform for Commercial Real Estate dealmaking, like property searching, comp management, and deal insight – garnering a reputation as the preferred solution for thousands of brokers and CRE professionals. Initially, Rosetree’s team of consultants can make sure Rethink is implemented properly for new clients.

Beyond just implementations however, Rosetree’s team has deep experience customizing Salesforce solutions to meet the specifics of client needs. Rosetree will be able to customize Rethink functionality to the specifics of client requirements, plus set clients up with other Salesforce feature sets, including additional products like community portals and marketing automation.

Rosetree and Rethink’s partnership is designed to boost opportunity client successes in the CRE industry. For any CRE organization, working with Rethink and Rosetree will keep business processes cutting edge and boost productivity, all by maximizing the value available from the Salesforce Digital Platform.

3 Keys to Pardot Adoption

Drive Deeper Pardot Automation

No matter how perfectly matched you are with Pardot or how well the implementation team did, sometimes 4, 6, or 12 months later you just aren’t utilizing Pardot to the fullest. Often problems are time and resource related, and sometimes they relate to lack of clear direction in marketing strategy. Here are three keys to great adoption:

The Content Conundrum

So many marketing teams struggle to find time to create a cohesive content plan that is strategic, attainable, and drives accountability. A plan with deadlines and specific KPI goals fuels the use of marketing automation.

Marketing That Sales Teams Get Excited About

Marketing doesn’t live in a bubble, and there is no closer partner than the sales team. Effectively aligning with the sales team turns Pardot, and the marketing team, into a sales enablement platform intertwined with all parts of the sales process.

Show Me The Money

Marketing teams need to sell their organization’s product or service, but almost as importantly they need to sell marketing to their organization. With properly developed Connected Campaigns, Salesforce and Pardot provide end-to-end ROI reporting to show how marketing efforts influenced every deal closed.

Let’s Discuss if a 1-hour Strategic Marketing Workshop Would Be The Best Next Step

Would you like to better utilize Pardot to increase your marketing automation ROI in tangible and measurable ways? Our strategic marketing services can be your partner to greater adoption and ultimately greater returns.

Manufacturing: Measuring the Customer Experience

Customers have expectations about everything from how quickly we respond to their inquiries, to when their shipment will arrive on their docks. How well we meet or exceed those expectations directly influences whether or not they are a repeat customers. Fortunately, there are many ways to measure the customer experience.

In manufacturing, delivery and quality can make or break the customer experience. Customers expect their goods at a certain time and they expect them made correctly. From an internal perspective, there are a couple key performance indicators that manufacturing companies can track to determine how well they are living up to customer expectations: On-Time Delivery to Commit and Perfect Order Percentage.

On-Time Delivery to Commit measures the percentage of time that manufacturing delivers completed products on the date that was committed to the customers. Late orders could cause downstream delays for customers, but an early order could also be problematic for customers. Receiving goods ahead of schedule could pull costs forward into a fiscal period where they weren’t budgeted and require customers to hold inventory (physically and financially) that they were not planning to hold.

Perfect Order Percentage measures the times that customers received their entire order of manufactured products, to the correct specifications and at the expected time. To keep downstream operations running smoothly, customers need products manufactured to spec in the required quantity. Perfect order percentage can not only indicate a customer’s satisfaction with your products and service, but can be an indicator of quality as well.

The customer experience can also be measured directly by your customers using customer satisfaction (CSAT) and net promoter score (NPS). These are measures of short-term and long-term satisfaction that can provide more insight into the likelihood of a customer becoming (or remaining) a repeat customer, and whether or not they will recommend your company to others.

Customer satisfaction surveys may have graduated from paper to digital over the years, but they are not a new concept. CSAT surveys measure the short-term happiness of a customer, often focused on their most recent interaction with your company. These are a good indicator of what a customer thinks about the products or service they just received and their experience during this transaction. CSAT scores can often be indicative of performance in specific departments or sections of the company as your are able to correlate the responses back to the goods purchased and the employees who interacted with the customer.

Net promoter score, on the other hand, asks a single question: How likely are you to recommend us? The score is a number from 1 to 10 with 10 being the most likely. A single follow-up question might be used if the customer scored the company at an 8 or less asking why the customer gave that score. NPS measures a customer’s intent, though, not their actual action. It provides a measure of loyalty and the customer’s perception of their entire relationship with your company.

Measuring the customer experience is a good first step, but you ultimately need to take action based on these results. How can you improve your on-time delivery to commit ratio? What will turn detractors into promoters? Companies need to understand what these scores mean for them and use that to drive meaningful change within the organization.

Proper utilization of these scores and analysis of the correlated data gives organizations the opportunity to reflect on internal processes and continually improve the customer experience: locate pain points, modify delivery methods, and check back in on CSAT scores to test and compare performance. Contact Rosetree Solutions to figure out how digitally tracking Customer Satisfaction metrics can help your manufacturing organization.

BY SAMANTHA BRAGG, SOLUTION ARCHITECT: Sam worked in industrial manufacturing for 15 years, initially as a super user and then as an admin, working to roll out Salesforce to global sales and engineering teams. Now working as a Salesforce consultant with 17 Salesforce Certifications, Sam has implemented Sales Cloud, Service Cloud, and Pardot for industrial and equipment manufacturers.

Marketing Automation for Manufacturers: The Essentials

Manufacturers leveraging marketing automation, content marketing, and online lead generation is a trend that can not be ignored. More and more manufacturers, large and growing, are looking to the benefits of marketing automation to take their revenue growth to the next level. However, according to a recent Content Marketing Institute study, only 43% of manufacturing companies that responded stated they are currently utilizing marketing automation, considerably less than other business sectors.

We can use the excuse that manufacturers are “old school” in their ways, but the truth is many are very innovative in product development, employee engagement and other areas. Time and resources are heavily invested in these initiatives because high value is perceived to be garnered from them.

For marketing automation and sales enablement to garner the same attention it is imperative to understand and be able to speak to the high value marketing automation can afford today’s innovative manufacturers.

Path to Performance

When it comes to developing the highest quality and most innovative products, there is a path that manufacturers take to ensure a successful product. So too marketing automation has a process that when systematically leveraged leads to the greatest impact.

Know Your Customer

Many manufacturers have a limited view of who their buyers are and why they are buying. Marketing automation provides much needed insights with;

  • Automated development of the buyer persona
  • Identifying what content resonates with customers
  • Visibility into the activity of others in the prospect’s organization

Personalized Marketing

Manufacturers have multiple product lines, market verticals, buyers and influencers. Marketing automation activates prospect interest by providing just the right message to the right person at the right time.

  • Personalized and timely email communication
  • Dynamic content designed to meet your prospects where they are
  • High value content to increase engagement

Streamline the Funnel

Generating leads is important for revenue growth but making the sales process more efficient is the key to profitable growth.

  • Deliver the most engaged and highest quality leads to the sales team with scoring and grading
  • Segment prospects into the correct product interest, market vertical, geography and more
  • Continue the engagement process after the close for better customer satisfaction and retention

Intelligent Selling Process

Putting data in the sales team’s hand in a way they can act on immediately means they can work as efficiently and intelligently as the marketing automation system.

  • Provide real-time alerts to Sales notifying of a prospects activity and interest
  • Add prospect activity visibility directly in your CRM
  • Up sell and cross sell existing customers to extend revenue and margins

Performance Reporting

Traditional marketing methods lack visibility into the ROI garnered from offline efforts. Marketing automation pulls back the curtain to see the value of online and offline marketing and sales efforts.

  • Have a complete view of activities from an ROI perspective
  • Make spending and resource decisions based on defendable data

Marketing automation touches every step of the revenue generation process. Making the process more visible, efficient, and reportable for manufacturers will make it a valuable part of the organization as a whole. The highly competitive landscape and ever-changing economic conditions manufacturers face make it all the more important to innovate marketing and sales ahead of the competition.

Contact Rosetree Solutions to leverage marketing automation to make a greater impact on your organization’s revenue plan.

Source: https://contentmarketinginstitute.com/wp-content/uploads/2018/11/2019_Manufacturing_Research.pdf

Digital Transformation in Manufacturing: Getting Started


Historically manufacturers have had a product based focus: quality, innovation, and value, and have built operational models and digital capabilities to excel in these foundations. As the digital age of the fourth industrial revolution has come about, every business now finds themselves needing to evolve to meet and ultimately exceed the modern buyer’s expected experience.

With the consumer-based selling model lifting expectations of a digital and connected experience, manufacturers have the opportunity for their product to be only the beginning of an ongoing relationship with their customer. Digital transformation not only enables market share growth, but reduces risk of revenue attrition.

Digital transformation extends beyond technology; it also requires a business to undergo fundamental changes in the way they operate and design their business process.

Pillars of Success

Digitally transforming a business is an evolutionary process unique to the objectives and strategy within an organization. By breaking objectives into pillars that positively impact the customer’s journey, organizations can develop a road-map aligned with their own strategic goals.

Connected Sales

Provide your organization with a 360-degree view Account activity. Create personalized content journeys, track sales activity and improve deal closure rates and forecast visibility.

  • 360-Degree Customer View
  • Marketing Automation
  • Configure, Price and Quote Solutions
  • Opportunity and Sales Activity Management
  • Forecasting

Connected Support

Resolve product issues and provide proactive support while minimizing downtime.

  • Issue and Support Tracking
  • Technical and Product Knowledge
  • Self-Service Portals
  • Field Service Management
  • Multi-Channel Engagement (Omni-Channel)

Partner and Distributor Programs

Extend your organization’s sales reach by empowering Channel Partners, Re-sellers and Manufacturer’s Reps.

  • On-Boarding, Certification and Training
  • Partner Portals
  • Marketing Initiatives
  • Lead hand-off and Activity Tracking and Deal Registration

Connected Operations

Align Sales and operations with preexisting domain expertise and improved data visibility.

  • Cross-functional Collaboration
  • Platform Consolidation and Data Integration
  • Custom Applications
  • Reports and Dashboards

Digital transformation in an ongoing shift in both technology and culture. Establishing and enabling your team to work towards goals while using technology as an enabler will position manufacturing organizations for ongoing growth and success.

Contact Rosetree Solutions to get started on your Digital Transformation journey!

Integrating Pardot vs Hubspot Marketing Hub

HubSpot Marketing Hub is a popular solution for marketing automation, but the Salesforce Pardot marketing automation platform maintains key advantages in syncing your marketing efforts with sales efforts driven through Salesforce. Where it may be a workaround to integrate HubSpot Marketing Hub with Salesforce, Sales Cloud and Pardot work in tandem to expedite revenue growth through your marketing and sales funnel.

Here are some of the key differentiators for pursuing an integration of Pardot over HubSpot with Salesforce Sales Cloud:

1. Easier Salesforce Integration

As part of the same ecosystem of products, the connection between Salesforce and Pardot is a straightforward process. With a simple connector setup, default information on leads and contacts, plus relevant information on accounts, opportunities, and users immediately flow between the two data systems. HubSpot, in turn, integrates through a 3rd party package, with more prerequisites for beginning the data flow.

2. Opportunity to use synced users and campaigns

In addition to the data flow between marketing prospects and Salesforce contact records – Pardot also provides easy options to turn the sync users between the two platforms, providing easier management or roles and permissions in your organization. Syncing campaigns are also an option, allowing for reporting on the analytics available from both interfaces. Options like this are not available through a HubSpot integration, instead requiring manual setup.

3. Access to advanced design features through HTML/CSS coding

While Pardot comes with plenty of features to customize content without coding, including responsive email templates and a what-you-see-is-what-you-get editor, but you can it take it a step further with direct access to the HTML and CSS used in what you generate. In Pardot you can switch between the two editor styles seamlessly, within the same email template, making it easy to customize the design on a technical level. In HubSpot, coding for advanced email templates needs to be separately done as a different template.

4. One-to-One Sales Team Email Access

Place a “Send Pardot Email” feature right on to your contact page layout so your sales team can quickly send email templates and content out to who they need to, or allow your Sales team to add prospects right to email lists that may hold relevant content. These features, along with Pardot scoring and grading data visible in Salesforce, phenomenally align sales and marketing initiatives in a way not possible through siloed ecosystems.

5. Pardot in Lightning Interface

The Pardot platform’s integration with Salesforce continues to expand with regular releases, continuing to remove barriers to synced functionality. One of the newest releases included the option for Pardot in Lightning, evolving the Salesforce Pardot app to move the Pardot menu into the actual menu app of Salesforce. This development leads to visual continuity and faster navigation when using the systems in tandem. Advancements like this are slated to keep rolling out in the near future.

6. B2B Marketing Analytics

The Pro version of Pardot gives access to the B2B Marketing Analytics app, providing marketing data insights through Salesforce’s powerful Einstein Analytics tool. This tool provides unprecedented access to visualizations and forecasts, allowing you to see data about how your entire marketing and sales funnel flows through you CRM. The ability to highlight and validate ROI is seamless.

7. Custom Object Access

If your Salesforce implementation is customized to meet your unique business needs, chances are you are utilizing custom objects. Custom objects in Salesforce help your company move beyond the standard sales process, and open up avenues for far reaching digital transformation in your company. Higher tiers of the Pardot licenses give users access to data attached to these objects, allowing organizations to tie email behavior to data from custom objects.  Hubspot, on the contrary, provides no easy access to Salesforce custom objects – meaning email communications around a custom project object in Salesforce, for example, would be impossible to coordinate.