Benedict is a family-owned company that specialises in recycling, landscape supplies and waste management – and is fast becoming an industry leader in resource recovery. Benedict deployed Salesforce as part of a broader digital transformation project which had the objectives of reducing manual tasks, freeing up time for more valuable activities and streamlining business operations for the Sales, Marketing and Admin teams.
“Benedict was a relatively inexperienced CRM company but were very eager to be progressive and realise the benefits of market growth and process improvements. After choosing Salesforce as the preferred solution. We conducted an evaluation of various Salesforce solution partners and engaged Kytec as they were an excellent fit”, said David Travers, IT Program Director at Benedict.
The scoping process between Benedict and Kytec helped define some more specific objectives for the project:
- Centralising their customer database
- Providing sales reps in the field with access to Salesforce from their mobile devices so they can update customer information in real time, request pricing and place orders
- Streamlining dashboards and reporting to allow Benedict to track critical business metrics while having the option to create custom reports, as required, for the different business units
- Improving internal communication, customer communication and marketing
The Benedict Marketing team previously used Mailchimp to send out eDMs to their customers. However, through Pardot, Salesforce’s Marketing engagement module, Benedict can now target specific segments of customers using a set of templates as well as creating tailored welcome journeys. Benedict’s Marketing team can also use the campaign feature to support lead generation and qualification at events, trade shows and expos. Website tracking provides insights into traffic and pathways across their web pages – helping them to better understand customer requirements and improve messaging, content and offers.
Rather than updating customers by making individual phone calls, SMS has now been introduced as a new channel for updating customers in relation to their orders, extreme weather events, discounts and other time sensitive information.
David continued, “The Kytec and Benedict project teams have successfully delivered Sales Cloud, Marketing Cloud, Salesforce Inbox and SMS Magic into our organisation. The team worked over multiple months to establish requirements, build the solution, comprehensively test, and implement these solutions with minimal issues. Kytec was 100% committed to delivering the solution and obtaining 100% buy in from all our users”.
“Then Kytec team was constantly available and communicative throughout the whole project. Their ‘no problem too hard’ attitude was commendable. Their strong industry best practice knowledge, positive attitude and collaborative style allowed us to make effective and quick decisions. There was a complicated data migration conducted to populate accounts, contacts and leads into Sales Cloud from multiple legacy sources. The Kytec team was extremely helpful during this challenging process.
We now have 40 engaged and eager users from various parts of the organisation using our Salesforce products”.
“Benedict plans to embed Salesforce further within the organisation by integrating it with other applications, producing dashboards, reports and engaging multiple other resources from other parts of the business onto the platform”.
“We are very excited to progress our Salesforce journey with Kytec – our solution partner – into the future”.
Salesforce is allowing Benedict to make operational efficiencies, improve reporting and governance as well as improving the way it engages with customers.