Retailer Implements 
Sales Cloud and Service Cloud

Introduction

Wild Birds Unlimited, a retail chain specializing in birdseed, feeders, and related products, has been enhancing birdwatching experiences since 1981. To improve their operations and streamline processes, Wild Birds Unlimited turned to Rithom to implement Salesforce Sales Cloud and Service Cloud, aiming to boost franchise owner vetting, project management, and customer service.

The Challenge

Wild Birds Unlimited faced several operational challenges that necessitated a comprehensive software solution:

  • Franchise Owner Vetting: The company needed a more effective system to evaluate potential franchise owners.
  • Project Management: Enhancing their project management capabilities was crucial to manage new franchise setups, branding, and other projects efficiently.
  • Customer Service: They aimed to elevate their customer service standards through better tracking and resolution of service tickets.
The Solution

Rithom customized Salesforce Sales Cloud and Service Cloud to meet Wild Birds Unlimited's unique needs. The implementation included:

  • Sales Cloud Customization: Enhanced lead qualification process for evaluating potential franchise owners.
  • Service Cloud Configuration: Robust tracking system for customer service tickets.
  • Project Management Workflow: Custom project management solution within Salesforce to handle new franchise store setup and other projects.

Key Features

Franchise Owner Lead Management

  • Developed a comprehensive vetting process for potential franchise owners within Sales Cloud.
  • Introduced automated lead management to enhance efficiency.
  • Organized sales processes and effectively managed pipelines with detailed metrics and forecasts.

Case
Management

  • Configured Service Cloud to seamlessly track and resolve customer service issues.
  • Implemented an efficient project management solution for managing new franchise store setup, branding, and more.

Project
Management

  • Elevated KPI visibility through insightful reports and dashboards.

  • Ensured users were trained to be self-sufficient in utilizing the enhanced system.
Results

The implementation of Salesforce Sales Cloud and Service Cloud brought significant improvements to Wild Birds Unlimited:

  • Enhanced Franchise Owner Vetting: The new system streamlined the lead qualification process, making it easier to evaluate and manage potential franchise owners.
  • Automated Lead Management: Improved efficiency in handling leads and managing sales pipelines.
  • Efficient Customer Service: The Service Cloud configuration enabled seamless tracking and resolution of customer service tickets, leading to higher customer satisfaction.
  • Effective Project Management: The custom project management workflow helped manage new franchise setups and other projects efficiently.
  • Improved KPI Visibility: The company benefited from enhanced visibility into key performance indicators through detailed reports and dashboards.
  • User Training and Self-Sufficiency: Employees were trained to effectively use the new system, ensuring long-term benefits and self-sufficiency.

“The Rithom team brought an impressive depth of knowledge and the talent needed to help us realize our objectives.”

Franchise Owner
Lead Management

Case Management

Project Management

About Rithom

Established in 2013, Rithom is dedicated to creating, educating, and optimizing IT and marketing solutions to help businesses reach their full potential. We provide value through affordable growth strategies and are committed to sustaining the highest quality standards in technology implementations. Whether serving as an extension of your team or handling all your IT and marketing needs, Rithom is here to support your business's success.

300+
sales cloud implementations
41+
salesforce certifications
45,000+
project hours

Salesforce Certifications

  • Sales Cloud CRM
  • CPQ
  • Service Cloud
  • Field Service
  • Pardot
  • Marketing Cloud

Download this Case Study

Interested in learning more about how Wild Birds Unlimited transformed its operations with Salesforce Sales Cloud and Service Cloud? Download the full case study for detailed insights into the implementation process, challenges faced, and the remarkable results achieved.

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