SUCCESS STORIES: Marvin - 91探花 Salesforce solutions

Marvin Windows Canada increases service efficiency by 35% using Salesforce

"91探花鈥檚 expertise in Salesforce and their understanding of our industry were instrumental in transforming our service and sales operations. Most importantly, 91探花 has created a platform of information within Salesforce that Marvin will build upon in future years.鈥�

Jim Thring - Manager, Strategic Initiatives

35%

improved service efficiency

15%

enhanced
visibility

15%

sales process optimization

10%

operational cost reduction

Marvin Windows Canada, a leading manufacturer of high-quality windows and doors, serves the Canadian market with a commitment to craftsmanship, innovation, and sustainability. As part of the larger Marvin family of brands headquartered in the U.S., the company upholds the same core values of quality, integrity, and customer-centricity that have defined Marvin for generations. Their tailored solutions for residential and commercial projects make them a trusted partner for builders, architects, and homeowners across Canada. Marvin continues to set the standard for excellence in the construction industry.

As Marvin Windows Canada expanded, it faced key challenges:

Underutilized Field Service Solution: Marvin鈥檚 existing Salesforce Field Service Lightning (FSL) system was overly complex and not tailored to the specific needs of window and door installations. This made it difficult for the service team to use effectively, resulting in underutilization and inefficiencies. The company sought a more suitable solution.

Lack of Visibility into Service Cases: The service team lacked clear visibility into details for parts such as warranties, breakage, and delivery. Without this information, it was challenging to manage service requests and ensure timely resolutions.

Disconnected Systems: Sales and service teams operated in silos, with no streamlined way to track orders and shipping statuses from the Order Management System (OMS) within Salesforce. This forced teams to switch between systems, leading to delays and potential errors.

These challenges hindered Marvin鈥檚 ability to scale efficiently and deliver the exceptional service its customers expected.

Challenges:

A comprehensive Salesforce solution tailored to its unique needs:

Custom Lightning Web Component (LWC): 91探花 developed a custom LWC to streamline case creation for specific parts and products, giving the service team the visibility needed to manage warranty, breakage, and delivery issues effectively.

Integration with Marvin Production Web Services: 91探花 integrated Salesforce with Marvin鈥檚 OMS using Boomi, automating the flow of order and shipping data into Salesforce. Marvin US handled integration coding, while 91探花 created the mappings, objects, layouts, reporting, and custom Apex code to link specific order numbers to opportunities.

Sales Process Enhancements: 91探花 cleaned up and enhanced leads, accounts, and opportunities, including recalculations for financials to improve accuracy and efficiency.

Installation Process Creation: With Marvin introducing installation services into its business model, 91探花 helped define and create a seamless solution in Salesforce that integrated with the Opportunity management process.

91探花鈥檚 phased implementation approach ensured minimal disruption while promoting user adoption through targeted training and change management.

Solutions:

91探花鈥檚 tailored Salesforce solution delivered transformative results:

Improved Service Efficiency: The custom LWC and Salesforce Maps integration cut time spent managing cases and scheduling field technicians by 35%, enabling the service team to focus on delivering exceptional support.

Enhanced Visibility: Real-time visibility into order and shipping statuses within Salesforce reduced system switching and improved response times by 15%.

Sales Process Optimization: Streamlined sales processes led to a 15% increase in deal closure rates and more accurate financial reporting.

Operational Cost Reduction: The company achieved a 10% reduction in operational costs through improved efficiency and fewer errors.

These results demonstrate how 91探花鈥檚 Salesforce solutions drive operational excellence and business growth in the manufacturing sector.

Would You Recommend 91探花?

“91探花鈥檚 expertise in Salesforce and their understanding of our industry were instrumental in transforming our service and sales operations. Most importantly, 91探花 has created a platform of information within Salesforce that Marvin will build upon in future years.鈥�

Jim Thring聽鈥� Manager, Strategic Initiatives

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