The information below represents a sampling of some of the projects I have lead or am currently working on. Contact me for more information on how this experience can translate to your team.
Salesforce
Implementation Planning - Developed Company's Salesforce implementation strategy and oversight of outsourced work to integrate Sales Cloud and Service Cloud with company's ERP. Work utilized native Salesforce solutions to modernize transportation and service dispatch functions.
AmazonConnect - Client requirement was to leverage two powerful tools, Amazon Connect Telephone service and its current Salesforce Org. The goal was to extend the Amazon Connect features to its Wellness Coordinators who use Salesforce to manage Contacts and Cases.
As a solution, the Amazon Connect (CTI) Adapter for Salesforce was deployed and a custom process to open the Salesforce Contact Record from known phone numbers (or create a new record entry screen for unknown callers) was developed. To further improve productivity, a Salesforce Call Center and a Permission Set were incorporated. A Wellness Coordinator Console App was set up to give call center associates quick access to all the records they need to support their clients.
A common Wellness Coordinator workday now includes using the Phone Console in Salesforce to place and receive calls. Call notes are added to the Contact or Case Record. Missed Calles are viewed in the Call Trace Record List Views and Reports and Dashboards now summarize the Call Center performance and activity.
Lead Scoring – Client wanted a quick and low-cost way to prioritize leads purchased from a 3rd party. Custom fields were created to contain specific data and formula fields assigned a point value for each lead. Using a filtered List View, Client Sales Reps can now segment leads to Hot, Warm, and Cold status, helping prioritize focus.
Text Messaging – Client requirement was to add text/SMS messaging as a communication method and Activity. Collaborated with client and installed recommended 3rd party App from the Salesforce App Exchange. Also set up a customized process import hundreds of contacts to Salesforce to add to text blast distribution list.
Digital Transformation & eCommerce
Strategic Planning - Development of 3 year eCommerce road map, including digital transformation of product data and selecting SaaS provider for B2B and B2C eCommerce. Solution included multi-prong attack to leverage SQL database, Azure-hosted data sets and integration with Product Information Management (PIM) tools. Check out the eCommerce Roadmap vidoe for more information.
eCommerce & Web Solutions - Led the development of a suite of web based applications that solve common distributor problems. This unified solution gives customers a unique and consistent experience across the enterprise. The solution utilizes technology to leverage information to enhance the customer experience. Check out the Lift Truck Solutions the video for more details.
ERP Change Management - Lead global aftermarket supply chain transformation to SAP. Project scope included global inventory management, supply chain management and integration with in-house developed order entry system for seven global distribution centers.
Management
Sales Leadership - Developed a process to recruit and hire sales personnel who fit the company culture. Implemented company wide sales process focused on needs based selling and empowering sales and marketing team to solve customer pain. Resulting in target segment revenue on track to double in 5 years times.
Business Unit Strategic Planning - Handled all aspects of subsidiary business planning including sales forecasting, CapEx and SG&A oversight, and multi-department goal/objective development. Work included cross functional management of multiple departments (Sales, Operations, Purchasing, HR, IT, Accounting, and Legal.