Case Study

ALW

“This time around (with Simplus), there was no comparison. The team developed an effective curriculum and performed professional and polished live webinar trainings with our entire agency network.”

— Adam Cieciura, VP of Operations, ALW

DOWNLOAD CASE STUDY

At a Glance

We transformed the ALW Partner Portal for a better end user experience and monetary results for ALW.

Services Provided

Change Management | Implementation | Advisory Services

The Challenge

The company felt its Salesforce Partner Portal was impacting its agency network’s perception of doing business with ALW. Agents felt the platform was not user friendly, required too many steps (i.e. clicks), and was not tailored to their use case. ALW also recognized the need for better data maintenance and tracking capabilities. Poor data consistency and a hard-to-manage process for reps limited the ability to extract valuable data-driven insights needed to manage the business and drive strategy. ALW began searching for both a solution and a partner that could provide a complete, holistic process and data visibility for the entire customer lifecycle, from quote inception to order entry.

Additionally, ALW began to recognize that a lack of deep Salesforce technical expertise was slowing day-to-day processes. ALW did not have a system admin or other form of dedicated Salesforce resource for ongoing internal improvement. With Salesforce accounting for up to 75 percent of some team members’ time on a daily basis, proper management of technical enhancements and requests was a necessity. However, developing this expertise internally would take significant time, and previous third-party partners were not meeting support expectations.

ALW the challenge
ALW the challenge

The company felt its Salesforce Partner Portal was impacting its agency network’s perception of doing business with ALW. Agents felt the platform was not user friendly, required too many steps (i.e. clicks), and was not tailored to their use case. ALW also recognized the need for better data maintenance and tracking capabilities. Poor data consistency and a hard-to-manage process for reps limited the ability to extract valuable data-driven insights needed to manage the business and drive strategy. ALW began searching for both a solution and a partner that could provide a complete, holistic process and data visibility for the entire customer lifecycle, from quote inception to order entry.

Additionally, ALW began to recognize that a lack of deep Salesforce technical expertise was slowing day-to-day processes. ALW did not have a system admin or other form of dedicated Salesforce resource for ongoing internal improvement. With Salesforce accounting for up to 75 percent of some team members’ time on a daily basis, proper management of technical enhancements and requests was a necessity. However, developing this expertise internally would take significant time, and previous third-party partners were not meeting support expectations.

About ALW

Architectural Lighting Works (ALW) is a manufacturer of interior lighting. Headquartered in Oakland, California, and with affiliates and facilities all around the world, ALW provides a wide array of lighting solutions and innovative products that challenge the status quo and “enhance the visual experience of everyone who works, studies, shops and recreates indoors.”

Headquarters: Oakland, CA
Industry: Manufacturing
Website:  www.alwusa.com

Proactive solicitation of partner feedback, beta testing and development of a professional training curriculum were not adequately addressed during ALW’s initial Salesforce implementation. We developed our own materials and relied on our internal team to train our agency partners. This time around (with Simplus), there was no comparison. Our Change Management team developed an effective curriculum and performed professional and polished live webinar trainings with our entire agency network. The approach was critically important to not only informing our partners of the system enhancements, but ultimately seeing the value in the Portal and driving adoption.

— Adam Cieciura, VP of Operations, ALW

The Outcome

ALW the outcome

How Simplus Helped

Simplus worked closely with ALW’s operations team to gather internal and external user feedback in order to develop and execute a Partner Portal reoptimization plan that comprehensively addressed all key pain points. The reoptimized implementation was very well-received by ALW’s partner users, who were pleased to see their feedback directly addressed with new improvements.

Simplus Managed Services and Advisory Services were also utilized to maintain Salesforce operational continuity and roadmap the best path forward for the Partner Portal reoptimization. The Simplus Change Management practice worked extensively on this project to guide user adoption, develop curriculum, and provide professional training.

Results, ROI, and Future Plans

Post go-live surveys of the ALW Partner Portal came back overwhelmingly positive. Both the training deployment and the reoptimization requirements ALW asked of Simplus were well-received and adopted by end users. As opposed to previous Salesforce projects, ALW found this go-live was guided by strong sponsorship, proactive preparation, and exemplary change management, making overall adoption and success rates high.

ALW is excited for the future and is enjoying a more streamlined quote management process with its partners – a process that has already yielded great results in both end user satisfaction and dollar value.

33%

increase in monthly partner quote volume

93%

attendance at Partner Portal Agency Training webinars

2.5 to 4

from 2.5 to 4 (out of 5) increase in level of comfort using the revamped Partner Portal

32%

increase in monthly partner quote dollar value

33%

increase in monthly partner quote volume

93%

attendance at Partner Portal Agency Training webinars

2.5 to 4

from 2.5 to 4 (out of 5) increase in level of comfort using the revamped Partner Portal

32%

increase in monthly partner quote dollar value