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Ben’s Paint Supply Turns to Scribe’s iPaaS to Improve Information Access and Pave the Way for Sales Growth

About Ben’s Paint Supply

Ben’s Paint Supply is one of the largest distributors of specialty paint and related supplies in the southeastern United States. Serving more than 25 counties in Florida, the company sells to automotive dealerships and collision repair companies as well as companies in the industrial, marine, aircraft, and commercial signage industries. Ben’s Paint Supply operates 10 retail locations and an online store, and has a field sales team that provides on-site expert services.
 

The Challenge: Provide Customer and Product Data to Field Sales Reps

Ben’s Paint Supply wanted to grow its sales volume, but the company felt that its access to data and quality of data were holding them back. The field sales team didn’t have visibility into past order history when they called on key accounts.

For instance, they couldn’t see how much each account had purchased through the company’s channels, such as the online store and 10 retail locations. Without that knowledge, the sales team could not understand the trends taking place at a specific account, and therefore could not make an effective plan to increase the account’s purchases.

The main cause was that the company’s Salesforce CRM platform was not integrated with its Perfection ERP platform. So even though orders from the online store and retail locations were recorded in the ERP system, the sales people only had access to Salesforce. Only a few people had the skill and access to pull order history from the ERP system.

“We wanted to provide timely data to the sales team on their mobile devices to improve our ability to manage our accounts,” explains Trent Emerson, President, for Ben’s Paint Supply. “Our team could not gain access to ERP data and reports unless they visited one of our offices. They typically would only see the data about once per month. What they really needed was a up-to-date, holistic view of their accounts with detailed buying behavior by product.”

In addition to poor visibility, Ben’s Paint Supply also suffered from a lack of data quality. Account information in Salesforce often differed from what was in Perfection, and this held sales back from growing their accounts. These issues not only affected the individual sales representatives, but also impacted the company’s ability to manage the entire sales organization. Sales managers lacked detailed visibility into the performance of the sales reps, individual customer accounts and product lines.

The Solution: Scribe Automatically Syncs Data Between Salesforce and Perfection ERP

Ben’s Paint Supply hoped to give the sales team instant access to accurate account information, order status, and product information so they could drive sales more efficiently. But the key component to achieve this mission was missing: an integration between Salesforce and Perfection ERP.

To determine the best way to connect data between Salesforce and Perfection ERP, Ben’s Paint Supply turned to its trusted implementation partner, Mountain Point. Mountain Pont presented three possible integration solutions, including the Scribe iPaaS (integration platform as a service).

“Right out of the gate, Scribe impressed us with how easily it could get information moving between Perfection ERP and Salesforce,” says Emerson. “We originally wanted to just move a few fields between the systems, but the integration became much bigger, and Scribe allowed us to expand our ambitions. With Scribe, we knew we could provide our sales team with any ERP information they needed, and we could deliver it right to their fingertips.”

Ben’s Paint Supply selected Scribe’s iPaaS for the integration project. Mountain Point then used Scribe to build a bi-directional data integration between Salesforce and Perfection ERP.

The Results: Sales Team Now Armed with the Data Needed to Drive More Sales

By connecting Salesforce to Perfection ERP, the sales team gained access to sales history through their mobile devices to analyze what customers need. The connections also help Ben’s Paint Supply keep account lists up-to-date by identifying duplicate entries and cases where the contact information has changed.

“By integrating ERP data with Salesforce, Scribe arms our sales team with all the information they need, such as sales that come through stores and online orders,” says Emerson. “With complete visibility into account and product information as well as better quality data, our sales team is now equipped to grow their accounts more efficiently.” 

With access to up-to-date ERP data while on the road, sales reps and sales managers now communicate more easily on account activities as they plan sales strategies. The sales reps also leverage the new data that they now have access to in Salesforce as they communicate with customers. By seeing customer usage of various paint products over time, the sales reps can better advise customers on managing their paint purchasing strategies.

“By informing our customers as to which products and quantities they have purchased during the past, we can help them plan their future needs,”Emerson explains. “It that respect, we now use Salesforce to a much greater degree than we did in the past—while also adding to the value of the services we provide and creating potential up-sell opportunities.”

Mountain Point also set up dashboards in Salesforce that leverage Scribe to import data from Perfection ERP. The reports enable the sales managers and reps at Ben’s Paint Supply to quickly see customer purchasing history through direct sales as well as via online and store purchases. This information helps determine when to follow up with customers, and it helps track if sales rep are on target to hit their bonus numbers.

The dashboards also get the reps and managers to use Salesforce more often. “And that’s key for us in terms of fully leveraging all the CRM features that Salesforce has to offer,” says Emerson. “The reps are more likely to stay on top of all their accounts as far as providing services that maintain loyal customers. They are also more likely to grow the amount of business we conduct with each customer.”

Key Benefits of Integrating Data with Scribe

  • Synchronizes ERP/CRM data to provide sales with instant access to customer and product information.
  • Eliminates manual transfers of account information updates from ERP to CRM.
  • Provides always-there access to sales history reports and comparisons to previous year.
  • Enables drill-down analysis into product-line purchases by each customer account.
  • Streamlines sales volume analysis to identify high-value customer accounts.
  • Creates visibility for sales managers into the performance of individual sales reps.
  • Decreases time for sales managers to compile monthly reports of sales rep activity.

Manufacturer of Retail Displays Turns to Scribe’s iPaaS to Drive Better Sales Forecasting

For over 25 years, we have created food-forward displays that have transformed the perimeter of supermarkets across the country. And we’re not stopping there. We are partnering with future-minded retailers to re-envision the shopper experience across channels, formats, and product categories. We are fusing our rich experience in fresh foods with our focus on engineering efficiency, operator convenience, and earth-friendly production.

THE CHALLENGE: IMPROVE SALES FORECASTS AND ENABLE THE BUSINESS TO GROW

A manufacturer of merchandising displays—including boxes, bins and refrigerated cases—had experienced fast growth over the previous five years. Customers, which included large grocery store and supermarket chains, were ordering more than 1,000 standard and custom displays every month. But the company’s leaders knew that if they wanted the company to continue to grow, they needed a stronger IT infrastructure, especially one that would give them better visibility into the end-to-end sales process and allow them to better forecast sales.

Originally, the sales team captured opportunities, proposals and display designs in its Salesforce CRM system. Orders, shipments and invoices, however, were separately captured and tracked in the company’s Infor VISUAL ERP system.

With the two systems operating in isolation, the sales team could not readily see whether sales orders had come in and how sales orders compared to quotes; they had to contact someone on the finance team to check the ERP system manually. Even then, generating the type of reports that sales needed from the ERP system proved difficult.

“Creating an accurate sales forecast was a very difficult, manual process,” says Elissa Bradley, a Senior Consultant at Sadhana Consulting, which provides the client with complete Salesforce consulting and implementation services as well as ongoing support and maintenance. “Their sales team didn’t have easy access to orders to check their status or their size. The company wanted to give sales people instantaneous feedback into orders so they could more easily forecast monthly sales. That would lead to other substantial benefits such as a better planning process for the manufacturing operation and a stepped-up level of service for customers who wanted to know the status of an order.”

These requirements made the mission clear for Sadhana Consulting. Close the sales cycle loop between Salesforce and the VISUAL ERP system to give the client’s sales team real-time access to the status of quotes, orders and invoices. Achieving this mission would help ensure the grocery stores received the display products they require and give better visibility to customers, the sales team, the manufacturing team and sales leadership.

THE SOLUTION: SCRIBE IMPROVES SALES CYCLE VISIBILITY BY INTEGRATING ERP AND CRM SYSTEMS

To help the client take on this challenge and provide its sales team with all the information it needs to effectively provide services to customers, Sadhana Consulting recommended the Scribe iPaaS (integration platform as a service).

“We initially considered using DBAmp from forceAmp for this project, but that solution requires a high level of coding to bring data models over to Salesforce,” Bradley points out. “This approach also adds to the overall solution cost and requires an internal technical resource to maintain the data model after the deployment. We wanted to make data integration between the two systems simple and less costly—and that’s what Scribe delivers.”

Sadhana strongly recommends clients avoid the coding option when it comes to data integrations. Coding means clients have to hire resources to change the coding if a data flow ever breaks or if data fields change.

“But the Scribe data connectors are easy to set up,” says Bradley. “Even non-technical personnel can create and maintain the data flows.”

When the client evaluated the Scribe data integration platform, the internal IT team valued that Scribe generates error logs so it knows immediately if any data does not transfer correctly. The internal team also appreciated how the Scribe graphical interface makes it easy to map fields from VISUAL to fields in Salesforce.

THE RESULTS: PRIME POSITION TO SCALE AS BUSINESS DEMANDS INCREASE

Leveraging the Scribe data integration platform, Sadhana created integrations for the client that bring key customer information into Salesforce from VISUAL: sales orders, shipments and invoices. Each of the data sets breaks down further into individual lines (parts) that make up each order. This creates the level of granularity the sales team needs to forecast sales projections by different products and services—including fixtures, refrigeration units, foam components, wood components and shipping.

With all this information flowing into Salesforce automatically, the sales team no longer needs to check with the finance team to confirm the status of orders, shipments and invoices. They can see everything in Salesforce, where it’s also much easier to generate reports to analyze sales activity by client accounts, by reps, and by product lines. “This is a benefit for the finance team too,” Bradley says. “They don’t get pulled away from their jobs to help out the sales team.”

The exchange of information between the ERP and CRM systems also provides the manufacturing team with greater visibility into how many orders they need to fulfill, which sometimes number as many as 1,000 per month. This capability will be key as the company scales and production forecasts need to be more accurate.

More importantly, the sales team can now be more responsive when customers ask about an order—the information is right at their fingertips in Salesforce. The team can also analyze in real time how well it performs in turning quotes into orders and just how much product each client purchases.

But a bigger benefit is that the sales team can now forecast more accurately. “Each rep manages a large number of orders, and it used to be difficult to sort the orders for each display component,” Bradley explains. “With Scribe passing data from VISUAL into Salesforce, the sales team can now easily adjust their forecast numbers throughout the month and make appropriate adjustments to their sales efforts immediately—instead of waiting to get reports at the end of each month.”

The client now benefits from improved forecasting along with the ability to better service customers, analyze sales activity, and predict manufacturing needs. And thanks to Sadhana Consulting and Scribe, the client is also in prime position to scale operations as business demands continue to increase.

KEY BENEFITS OF INTEGRATING ERP AND CRM DATA WITH SCRIBE

  • Facilitates accurate sales forecasts on an on-going basis rather than waiting until end of each month.
  • Helps company scale more efficiently as business continues to grow steadily.
  • Creates the granularity sales needs to forecast sales projections by different products and services.
  • Eliminates the need for sales to check with finance on the status of orders, shipments and invoices.
  • Provides manufacturing with greater visibility into how many orders need to be fulfilled.
  • Enables sales to be more responsive when customers inquire about order status.
  • Streamlines analysis of how quotes turn into orders and how much product each client purchases.

Regent University Accelerates Lead Follow-Up with Scribe’s Real-time Integration to Ellucian Recruit

Founded in 1978 in Virginia Beach, Regent University is one of the nation’s leading academic centers for Christian thought and action. Students, faculty and administrators all share a calling—founded on biblical principles—to make a significant difference in the world. Regent offers affordable, high-quality degree programs while also preparing men and women to excel both in mind and spirit. The university enrolls approximately 9,000 students each year, and in 2017 topped the list of Best Online Bachelor’s Programs in Virginia by U.S. News & World Report.

THE CHALLENGE: RESPOND IMMEDIATELY TO PROSPECTIVE STUDENT INQUIRIES

Regent University had a goal to grow the university’s enrollment. That meant that the admissions office and the IT infrastructure had to prepare for an increased marketing effort and plan to interact with a greater number of prospects.

“We knew our admissions staff was going to be responding to more inbound inquiries from prospective students, so we needed to enable our admissions counselors to work more efficiently,” explains John Reddy, Director of Web Development for Regent University. “We are among the fastest growing universities in the country, and we want to keep that momentum going.”

To accelerate their recruiting efforts, the university decided to deploy Ellucian CRM Recruit, which runs on Microsoft Dynamics CRM and is designed especially for higher-ed recruitment. Ellucian would allow admissions counselors to personalize their communication with prospective students and follow up on any leads generated through website inquiries and pay-per-click (PPC) and pay-per-lead (PPL) marketing programs run on third-party websites.

Whether Regent University can convert a prospective student to an applicant is dependent on how fast the admissions counselors can respond to an inquiry. The university strives to reach out by phone within just a few minutes of receiving an inquiry, which means leads need to flow into the Ellucian system as fast as possible.

But Ellucian didn’t offer a fast way to import the leads from the Oracle database, which is where the university aggregated all its leads. Rekeying the information manually would have required extra resources, and running a batch process to move the data once per hour would have hurt their conversion rates.

To ensure fast follow up, Regent therefore needed an integration solution that could connect Ellucian CRM Recruit to the Oracle database and execute data exchanges in real time. “We needed real-time data synchronization because it’s best to contact prospective students right after they submit an inquiry,” Reddy says. “That’s the key moment-in-time when they are most interested in hearing what we have to offer; we can’t let that opportunity slip by.”

THE SOLUTION: SCRIBE PROVIDES THE MISSING LINK

After conducting research of possible integration solutions, Regent University identified three possible candidates to connect the Oracle database to Ellucian CRM Recruit. These included Scribe, Jitterbit and MuvData.

“We reviewed quotes from all three companies, but Scribe set itself apart by demonstrating how Scribe Online is the easiest to implement and the most reliable in executing real-time data exchanges,” says Reddy. “We created a test account and set up the data integration without any training.”

Given that the IT team was in a time-crunch to deploy Ellucian CRM Recruit quickly to help maintain and accelerate recruitment efforts, Scribe’s ease-of-deployment and ease-of-use were critical factors. And since Microsoft Dynamics and the underlying Microsoft SQL database were new to the IT team, using Scribe Online to see the entities and the Microsoft fields proved helpful in picking up the nuances of those technologies.

“The Scribe website offers instructional videos, which walked us through all the different integrations we could build,” Reddy says. “After watching the videos, it was pretty easy for us to know what to do.”

THE RESULTS: BETTER EXPERIENCES FOR PROSPECTS AND INCREASED ENROLLMENT

The new workflow process—with Scribe Online transferring data from the Oracle database into Ellucian CRM Recruit in real time—continues to work effectively. Because the integration was able to match the existing business process, the recruitment staff was able to use the new system without any interruption. And when any data-transfer errors occur, Scribe Online immediately pinpoints the issue so Reddy and his team can resolve it before end-users are impacted.

“Our entire team is very impressed with how well Scribe works,” Reddy says. “It does everything we need in relation to transferring data in real time from the Oracle database into Ellucian CRM Recruit.”

In addition to utilizing the Scribe integration that connects the Oracle and Ellucian CRM Recruit systems when a prospective student submits a website form, the combined technologies also help conduct outreach for recruitment events. Regent can also use Scribe for on-demand situations, such as running a mass update in Ellucian CRM Recruit.

Ultimately, Scribe Online has enabled the Regent University IT team to achieve the results required by the senior leadership team when choosing to deploy Ellucian CRM Recruit: “In addition to creating better experiences for prospects as they interact with our admissions counselors, we have also enhanced our internal efficiencies in the way we process prospect data,” Reddy says. “Most importantly, we can continue our mission of immediately calling prospects back, which contributes to our overall effort of continuing to increase our enrollments.”

BiyCloud Transforms Interactive Business Intelligence with Bi-Directional Data Integration, Driven by Scribe

Interactive dashboards and analytics have emerged as a preferred way for today’s business professionals to gain the insights they need to effectively meet evolving customer demands and drive revenue. But these same dashboards often fail to provide a means to act on the insights they deliver. Instead, business decision makers and analysts typically need to separately access CRM, marketing automation, ERP or other business systems to act on the analytics insights discovered in their business intelligence (BI) tools – which can delay or even prevent meaningful business improvements.

BiyCloud, a global leader in BI services in the cloud, set a goal to address this gap. They saw an opportunity to transform BI/analytics processes by creating closed-loop, completely interactive analytic systems that could seamlessly trigger workflows and actions in other business systems. BiyCloud selected Scribe Online, Scribe Software’s integration platform as a service (iPaaS), to build its interactive data intelligence integration solution. This solution turns analytics dashboards from leading BI providers such as Qlik, Tableau, and Microsoft Power BI into bi-directional interactive analytics systems, which empower users to initiate actions in other business systems directly from their BI tool of choice. The result is BiyCloud’s LLodi – a cloud-based, connected data intelligence solution, delivering real-time integrations with direct impact to the business.

BUSINESS INTELLIGENCE: INTERACTIVITY LEADS TO COMPETITIVE ADVANTAGE

Over the past decade, business intelligence systems have evolved from static reporting systems to include interactive visualization tools and dashboards for exploration and data discovery. Tableau, Qlik, and Microsoft Power BI became leaders in this field because they reduce the cost and time to create analytics and give business users the ability to explore data freely, without being limited by static views or fixed filtering criteria.

The result: more people than ever have access to business data, and have far more powerful analytic tools at their fingertips. In addition, the companies that have embraced these interactive analytics have become more agile and have more opportunities to gain competitive advantage. They use interactive analytics in areas such as customer segmentation, product innovation, and sales and marketing performance, while competitors that have not embraced interactive analytics can suffer from a lack of customer insight and slower response times.

A GLARING GAP: DATA INTELLIGENCE INTEGRATION

Interactive dashboards, however, are only as powerful as the data they hold, so companies that can easily assimilate data from multiple sources into their dashboards ultimately get the best insights. Even still, a glaring gap still exists for many BI users – data interactivity doesn’t automatically translate to an ability to respond to those insights in real time.

“Business intelligence tools have become more interactive, but far too often they are still leading people down a dead-end road,” said Juan Hortal, CEO of BiyCloud. “We hear all the time from organizations that they want the ability to act on their discoveries directly from the interactive dashboards instead of having to go outside of the business intelligence tool to take action. We saw this as a critical deficiency in BI, but also an opportunity to add great value.”

MAKING INTERACTIVE DASHBOARDS BI-DIRECTIONAL WITH LLODI AND SCRIBE

BiyCloud set out to make interactive dashboards into bi-directional systems, using data integration to not only bring data into the analytics from multiple sources, but also to give users the power to send action requests out to other systems directly from the dashboards.

“We were familiar with the Scribe iPaaS because of its ability to quickly get data flowing in real-time between important business systems such as Salesforce, Microsoft Dynamics CRM, SAP, and Netsuite,” said Nacho Bibian, Head of Operations, BiyCloud. “Scribe’s focus on ease of use and agility was a perfect fit for the expectations of customers using interactive dashboards from Tableau, Qlik, and Microsoft Power BI.”

Scribe’s Request/Reply capability, which is used to develop event-driven integration flows, gave BiyCloud the ability to add controls to Tableau, Qlik, and Power BI dashboards that could initiate actions within the source systems.

“Scribe’s Request/Reply capability is very powerful. With it we give users the ability to act on insights immediately when they make a discovery,” said Nacho Bibian. “Scribe gave us the power to create a host of workflows requested by our users, including workflows that reach out to other business systems to exchange data, create tasks, or spur other actions. Now, with just a single click, users can drive action in multiple systems without ever having to contact IT or even leave the dashboard that fueled their decision. That kind of immediacy is what inspired us to build LLodi.”

LLodi is a SaaS-based solution that can be added on to any BI application, requiring no modifications to the BI application itself. It consists of a widget to handle communication between the application and other systems of interest, as well as a platform to manage, control, edit and monitor the business processes that the widget initiates. The Scribe iPaaS actually manages the bi-directional data flow between the BI application and other systems and orchestrates the workflows requested by the user. The combination of LLodi and an interactive visualization or dashboard allows business users to discover new insights and quickly act on those insights to improve data quality or business performance.

TWO EXAMPLES OF LLODI IN ACTION INCLUDE:

1. A sales manager uses a Qlik dashboard to analyze aggregated sales performance data. Based on the data, he decides to boost sales in one region by running a new promotion. Using the LLodi widget on the dashboard, he enters the Product Category, Region, Discount Level, and Promotion Duration in days. When he pushes the Submit button, LLodi creates a campaign in Salesforce, and within the campaign it creates a task for each sales representative in the region and an opportunity for each account in the region. LLodi also inserts details taken from the BI application, such as the probability of success and the expected revenue. Previously, to achieve the same outcome, the sales manager would have signed into Salesforce and manually setup the campaign and each task and opportunity.

2. A marketer uses Tableau to analyze sales data and segment accounts based on a recency, frequency, and monetary (RFM) analysis. Once the marketer determines the rating for a specific account, she clicks on the LLodi widget, enters the rating for the account and hits Submit. LLodi sends the request to Microsoft Dynamics CRM to update the Rating Group of the account with the correct value. It is a seamless workflow that allows the marketer to enhance the data in the source system without having to leave the dashboard or her analysis process.

INTEGRATION IS A CRITICAL SUCCESS FACTOR: SCRIBE SOFTWARE

The driving force of LLodi is its ability to integrate among leading business intelligence systems and business and marketing operations systems. Scribe’s Web API also allows LLodi to get data from on-premises and cloud systems into and out of business intelligence tools in near real-time.

LLodi comes with a library of pre-configured workflow elements for Tableau, Qlik, and Power BI partners who want to add LLodi’s actionable components to the dashboards they create for clients. It is also available to Integration Partners that want to develop custom workflows or unique industry solutions. In either case, the combined BiyCloud and Scribe solution is intuitive enough to empower non-technical users to configure and analyze data without being programming experts.

LLODI’S BENEFITS

For customers:
User Independence: Empowers business users to initiate actions in other systems, such as fixing incorrect data or creating tasks for sales representatives, without IT support.
Improved Agility: Transmits real-time decisions to marketing, sales, operations, and other systems for immediate action.
Easy Setup: Ability to add actionable controls to any existing interactive dashboard from Tableau, Qlik, and Power BI. Requires virtually no modifications to existing dashboards.

For partners:
A Powerful Ecosystem: LLodi can initiate workflows in dozens of leading applications, so business intelligence partners have unending opportunities to create custom solutions.
A Customizable Widget: The heavy lifting is already done. Business intelligence partners simply customize aesthetic elements (labels, folders, etc.) and make the widget available to customers.
Extended Integration: Leveraging BiyCloud’s template, integration partners can create their own maps and extend the solution into other applications to meet a more varied set of needs for their clients.
A Value Add: For all partners, LLodi provides the opportunity to create new revenue streams quickly and easily.

ABOUT BIYCLOUD

BiyCloud is a global leader in business intelligence services in the cloud that combines technology and business knowledge to improve and optimize decision making. Based in Spain and Portugal, BiyCloud’s LLodi product officially launched in January 2017 and currently has 20+ clients. LLodi is powered by Scribe Software’s Scribe Online iPaaS. Key business intelligence partners include: Qlik, Tableau, Microsoft Power BI and IBM SPSS.

JIMEX Personalizes Customer Communications to Increase Bidding at Online Automobile Auctions

Historically, JIMEX customers have been dealers operating outside of Japan who purchased multiple cars per month. But the company saw the opportunity to expand its business by selling directly to consumers around the world that needed new or used vehicles, high-performance vehicles, or replacement parts.

GOAL: EXPAND B2C SALES

Only Japan-based businesses can bid at automobile auctions hosted in Japan. But JIMEX, which is based in Japan, offers an ecommerce website with an online bidding tool that allows dealers and consumers all over the world to participate in the auctions. The site enables global customers to access over 100 car auctions taking place in Japan and get the best deals from each auction.

SOLUTION: PERSONALIZED COMMUNICATION VIA HUBSPOT

To expand B2C sales, JIMEX decided to build a communication system that had the potential to personalize and differentiate the ecommerce experience for consumers. Seeing marketing automation as a key element of that solution, the company decided to deploy HubSpot to automate its inbound and outbound marketing programs. To personalize the services offered to individual customers and increase customer activity in the auctions, JIMEX decided to push real-time updates out to customers as they participated in the online vehicle auctions. To facilitate that communication, the company realized it needed to integrate HubSpot with a number of unique data sources, such as predictive customer analytic systems, past auction results, specific characteristics of available vehicles, and consumer preferences. This would ensure each customer receives personalized information on the vehicles they are most likely to purchase.

“The key was to find a solution that could pull information from the multiple sources we use into HubSpot in real time,” says Luis Ramirez, Head of Marketing for JIMEX. “When a customer loses out on a particular auction bid, we want to immediately present them with other vehicles they can consider in order to maintain their interest and keep them active at our site.”

Based on a recommendation from HubSpot, JIMEX deployed Scribe Online. The cloud-based data integration solution was first used to connect HubSpot to a large SQL database that contained auction data such as specific vehicle characteristics, bid history, and past purchases. This data allowed JIMEX to personalize communications about upcoming auctions to each consumer’s preferences.

However, the JIMEX vision didn’t stop there. In subsequent phases, the company planned to integrate its HubSpot system with Twilio, an IP phone call logging and SMS communication system, to collect additional consumer information for targeting prospects. JIMEX also planned to integrate HubSpot with the HeaP analytics tool, which can record and analyze the steps visitors take on the company website. The company can then use Amazon RedShift to correlate the data to customer email addresses and other key identifiers so it can improve recommendations to consumers and predict the winning bids of future auctions.

THE RESULTS: INCREASED PERSONALIZATION DRIVES CUSTOMER ACTIVITY

By connecting to all these data sources, Scribe brought all of the company’s data on past bidding, customers, auctions and other transaction activity into HubSpot. The information can now be used to communicate upcoming auctions and vehicle information to potential buyers based on their buying preferences.

“Scribe appeals to us as a data integration tool because it’s not just a bespoke system,” says Ramirez. “We can expand and change integrations as we add new analytic tools or need to connect to other data sources that assist in our marketing efforts. With Scribe, we have essentially super-charged our automated marketing process and turned it into an outbound marketing vehicle—it’s like adding an Astin Martin engine to a Honda.”

By loading data from multiple sources into HubSpot fast, Scribe also provides JIMEX with the ability to add personalization and a vehicle recommendation engine as it reaches out to customers.

“With thousands of customers in over 50 countries, communicating with all of our customers directly would normally create a lot of effort because of all the export-import regulations and the process customers must follow to acquire a car online,” Ramirez says. “But the Scribe-HubSpot combination enables us to bring all the necessary information together quickly and automate the communication process. In addition to making the online shopping experience more enjoyable for our customers, we are also gaining the ability to sell our services into new markets.”

By relying on Scribe, JIMEX imported 250 different data fields and eight years of customer and auction bidding information into HubSpot. “Normally, it would have been time-prohibitive to load that much data into HubSpot, but Scribe enabled us to complete the task in just two weeks,” Ramirez points out.

In addition to marketing automation, the data brought into HubSpot from the company website by Scribe also helps JIMEX conduct marketing-lead scoring analytics. But the real-time synchronization Scribe offers during auctions is the crucial factor. Whereas other data integration solutions would take up to one hour to sync, Scribe executes the data updates every 3-5 minutes.

“The data that is integrated is personalized for each customer so we can make sure we present vehicles that match the attributes they are looking for and are most likely to prompt them to participate in an auction,” Ramirez says.

Looking ahead, Ramirez expects that the analytics brought into HubSpot by Scribe will help drive more visitors to a new website section called Favorites. This will allow customers to more easily identify auctions for their top preferences.

“Scribe enables us to give consumers a very customized ecommerce experience,” Ramirez emphasizes. “Connecting all of our unique marketing and analytic systems in real-time is the key value. We can generate messaging that speaks to customers one-to-one so they will keep wanting to do business with us.”

Quark Expeditions and TCS World Travel Generate Real-Time Visibility Into Sales Leads and Inventory with Scribe Online

Sister companies Quark Expeditions, a leader in polar adventure travel, and TCS World Travel, a leader in private jet expeditions, are two of the eight North American travel organizations in the TUI Group and each deployed Salesforce to capture information from customers who contacted them through their call centers and their websites. But while Salesforce helped the sales teams gained better access to the customer information, the sales process was still complicated because other information, such as information on travel inventory, including the costs and itineraries, new leads and bookings, were stored in different systems.

SCRIBE CONNECTORS ENABLE INFORMATION TO EASILY FLOW ACROSS MULTIPLE SYSTEMS

To improve the efficiency of their specific sales organizations, the two companies knew they needed to integrate Salesforce with their reservation system. Plus, the companies thought they could improve the customer experience and drive even greater sales efficiency by making customer, inventory and reservation information readily available within one single system of record, i.e. Salesforce. The two companies solved the challenge by turning to Scribe Online. Sales teams at both Quark Expeditions and TCS World Travel now have instant access to bookings made through their call centers, real-time pricing information, and leads from their websites so they can react to customers more quickly. The sales teams can also easily see their progress toward closing new business and adapt their approach with each customer when necessary.

THE OPPORTUNITY: GAIN REAL-TIME ACCESS TO LEADS TO CLOSE MORE BUSINESS

Quark Expeditions and TCS World Travel each had their own customized instance of Salesforce for managing customer information. They both also utilized HubSpot for marketing automation and Softrip for tracking reservations from the company websites and call centers. The Salesforce CRM platform had been implemented to improve communications with customers and to give sales agents a more efficient process for closing new business. But the sales team still had to use multiple systems to check the inventory or pricing of different travel adventures and to see the bookings that had been made via the website or call center. These disconnected systems slowed the sales process. To streamline the sales process at each company, Quark Expeditions and TCS World Travel wanted to find an integration solution that could unite each company’s customized installations of Salesforce and Softrip.

KEY CHALLENGES

  • Identifying an integration solution that worked well with all three software solutions and would simplify the creation of data mappings between systems.
  • The internal IT team had limited resources, but did not want to incur the expense of hiring an outside firm for programming services.
  • Finding a simple-to-use solution that also offers flexible data mappings was critical as the two companies utilize different process flows. Each company also configures the CRM, marketing and reservation systems to meet their particular needs. The data mappings to integrate the three solutions would thus be unique as well.

THE SOLUTION: SCRIBE ONLINE

  • Quark Expeditions and TCS World Travel found the answer to these challenges by turning to Scribe Online. They selected Scribe Online because it provides an easy methodology for creating data maps among a wide range software solutions—including Salesforce and Softrip.
  • Scribe integrates Salesforce and Softrip allowing customer booking information coming from Softrip to flow seamlessly into Salesforce so that Salesforce is the system of record. This eliminates the need for sales to access different systems and/or manually re-key information from one system to another.
  • By integrating Salesforce and Softrip, the two companies have also generated several key benefits. Sales agents now have instant access to new leads while sales managers can track the progress of agents—in case any sales opportunities need to be reassigned. The connected systems also give the sales team real-time access to vacation trip pricing and reservation availability so that they can instantly respond to customer inquiries.

RESULTS: A SINGLE SYSTEM OF RECORD LEADS TO BETTER SALES PERFORMANCE

  • Scribe Online’s graphical mapping environment and pre-built connector for Salesforce allowed Quark Expeditions and TCS World Travel to integrate each of their Salesforce/Softrip application sets in less than eight weeks.
  • Each company now has a single system of record where inventory information is entered once and automatically propagated across the other systems so that no information needs to be re-keyed. Within each company, sales agents now have instant access to the information they need to better service their customers, such as new leads and inventory information (pricing, itineraries and more). Plus, sales managers can get real-time updates on the status of leads so they can adjust the team’s priorities if the progress on opportunities needs to be accelerated.

Blendtec – Manufacturer Blendtec Improves Order and Warranty Processes with Scribe

As Blendtec experienced rapid growth, the company deployed Microsoft Dynamics AX and Microsoft Dynamics CRM Online to gain more robust ERP capabilities and enhance customer interactions. At the same time, Blendtec wanted to improve operational efficiencies and access to data by integrating the two platforms. Achieving this objective would allow personnel across the entire organization to access real-time information from just one application rather than bouncing back-and-forth between systems.

SCRIBE CONNECTORS ENABLE INFORMATION TO EASILY FLOW ACROSS MULTIPLE SYSTEMS

To solve the integration challenge, Blendtec turned to Scribe Insight. With pre-built connectors that make it easy to exchange data between Dynamics AX and Dynamics CRM Online, Scribe allows the Blendtec sales, marketing and customer service teams to keep working in Dynamics CRM Online when they need to access operational data in Dynamics AX—including product, serial number and customer order information. This makes it much easier to provide both retail customers and end-user consumers with immediate information.

The accounting team and other personnel such as shipping, production and purchasing— who primarily work in Dynamics AX—also have instant access to real-time information on customers and new accounts imported by Scribe from Dynamics CRM Online. Scribe connectors also stage the ERP and CRM data so that it flows more easily into the Microsoft Power BI business intelligence platform. From there, senior management can view reports that help them analyze KPIs and make informed decisions on how to best run the company.

INTEGRATIONS ENABLE DATA-DRIVEN DECISION-MAKING

In addition to deploying Scribe for integration between Dynamics AX and Dynamics CRM Online, and to stage data for Power BI, Blendtec also relies on Scribe to pull information from the company website into Dynamics CRM Online. The data integrations across all of these systems generate several key results.
For example, product warranties and returns are now tracked more accurately so that Blendtec provides warranty services and grants return credits only when products properly qualify. And with more real-time visibility into the status of inventory and orders—including orders submitted to the company website—the sales and service teams can now respond more quickly to customer inquiries. With Scribe enabling website order information to flow automatically into Dynamics CRM Online, Blendtec can also more quickly identify fraudulent orders as well as legitimate orders with incomplete information.

By integrating data across multiple systems, Scribe has in effect helped integrate Blendtec at an organization level—eliminating processes that are inefficient due to a lack of information. Personnel across the entire organization can now access more complete information on customers and products so the company as a whole can provide a higher level of service and keep operations functioning more efficiently.

Blendtec has set the stage to gain additional operational efficiencies because it can also use Scribe to bring data from different systems into Microsoft Power BI, its business intelligence solution, and deliver a more accurate measurement of Blendtec’s key performance indicators (KPIs). As a result of enhancing the overall flow of data across the company, Blendtec has begun its journey towards becoming a data-driven business for making decisions—where many more people throughout the organization can gain easy access to real-time, accurate information.

CHALLENGE: REDUCE WARRANTY AND SERVICE COSTS BY IMPROVING INFORMATION ACCURACY BETWEEN THE ERP AND CRM SYSTEMS

  • Lack of integration between the CRM and ERP systems made it difficult for service teams to know the warranty periods for certain customers, leading to higher warranty/service costs.
  • Service team had to look in multiple systems to process a single warranty request—using the ERP system to facilitate a replacement order and using the CRM system to enter notes. This was inconvenient and information quickly became out-of-date.
  • The Goal: Provide service and sales teams—which used the CRM system—with product, purchase, warranty, and other data stored in the ERP and other systems.

SOLUTION: SCRIBE INSIGHT CONNECTS CRM, ERP AND OTHER BUSINESS SYSTEMS

  • Scribe’s robust Dynamics CRM Online and Dynamics AX connectors provide real-time data synchronization between the cloud and on-premises applications.
  • Scribe’s Web Services connection links website orders with the ERP and CRM systems.
  • Warranty information (including serial numbers and order information, such as shipment tracking numbers), which was previously available in the ERP system, is made available in the CRM system for the Service team to access.
  • Scribe’s replication services pushes data into Microsoft Power BI to generate sales reports and inventory aging reports.

RESULTS: LOWER WARRANTY COSTS, BETTER CUSTOMER SERVICE AND MORE ACCURATE SALES AND INVENTORY METRICS

  • Warranty costs have dropped because Blendtec is no longer providing free warranty services due to a lack of warranty or product information.
  • The time to close customer service cases dropped dramatically because customer service agents can now handle customer inquiries without the need for additional research.
  • Customers receive information on shipments and orders in real time—an important step toward creating a portal for customer self-service.
  • KPI and operational reports from Power BI help Sales get a more accurate picture of gross and net sales (with returns taken into account) and enable the shipping department to get a real-time view of inventory.

Sikich – Industry Solution Builds Foundation for Partner Growth

FULLY-INTEGRATED REAL ESTATE INDUSTRY ACCELERATOR

Working with Sikich, MLS PIN implemented a central system to manage agent and broker relationships and automate service subscriptions. Fully-integrated with the MLS PIN website where agents and brokers access the listing services, the MLS management system built on Microsoft Dynamics® ERP and CRM simplified the user experience.

Deep analysis of every aspect of the MLS management business requirements, combined with solution knowledge and best practices, allowed Sikich to “productize” the MLS Management Accelerator. Serving an industry of modernization, Sikich is taking the lead to help MLS providers across the country replace aging, disparate systems.

CHALLENGE: INEFFICIENT BUSINESS PROCESSES

  • No centralized view of member’s licenses, broker affiliations, subscription status, education, or service history.
  • Inefficient subscription system, requiring double-entry and offering limited reporting.
  • Missed opportunities to upsell and cross-sell members.

SOLUTION: FINANCIAL MANAGEMENT, MEMBERSHIP SERVICES, AND WEBSITE INTEGRATED USING SCRIBE

  • Microsoft Dynamics® GP, Microsoft Dynamics® CRM, and InvoiceCloud™ (a cloud-based PCI-compliant subscription and invoice management solution) fully integrated to automate subscription invoicing and support self-service payment options through the website.
  • Full case management tracking for service incidents includes work queues and individual activities, such as phone calls, emails, web inquiries, and event attendance.
  • Workflow supports rules for “if this, then that” statements, which trigger automatic email replies, programmatically update or newly create records, notify users when critical data changes, and re-instate suspended MLS accounts when payment has been received.

RESULTS: IMPROVED MEMBERSHIP SERVICES FOR AN ENTIRE INDUSTRY

  • MLS providers gain access to centralized data that allow them to deliver better service to their endusers and improve organizational efficiency.
  • Sikich created a repeatable solution that delivers well-defined, high-value benefits to an industry poised for recovery.

Adtech Global – Scribe Accelerates Inbound Marketing ROI with Agile, Reliable Multi-Point Connectivity between Sales and Marketing

For the past 16 years, Adtech Global, a contact center solutions and services expert, has helped businesses improve customer service operations and maximize workforce efficiency. In a move to ramp up their own marketing and sales efficiency, and to eliminate manual data transfer from the website to their Microsoft Dynamics CRM system, Adtech partnered with LyntonWeb for a two-phase project: deploying HubSpot, and then integrating the new system and the company’s website with their existing Dynamics CRM deployment. Adtech Global’s initial third party integration platform caused issues with frequent unreported breakages, which led to hours or days of lost connectivity between systems. Adtech and LyntonWeb turned to Scribe Online, Scribe Software’s cloud-based integration platform as a service (iPaaS), to improve the reliability of the integration.

THE OPPORTUNITY: SCALABLE, ACCURATE LEAD CAPTURE ACROSS SYSTEMS

To help them grow their business, Adtech wanted to turn their website into a lead generator. At the time, leads were not collected on the website. Instead, sales prospects visiting the website had to call into Adtech’s sales line, and the Adtech sales team would manually enter lead information into the company’s CRM system. The process was inconvenient for sales prospects and cumbersome for Adtech’s sales team. The Adtech team realized they needed a way to automatically capture details of prospects from the website to scale their business because they were losing business due to incorrect and missing information in their Dynamics CRM system. In addition to causing trouble for sales and prospects, the manual process and lack of marketing technology made effective digital marketing impossible, as the team had no way to nurture or reach out to more than a few leads at a time. Adtech’s marketing team agreed on the need for a marketing automation system integrated with their CRM to allow them to track leads and engage with prospects, leading them towards the inbound marketing experts at LyntonWeb.

LyntonWeb deployed HubSpot for Adtech, using a third party integration platform to connect Dynamics CRM with both the new marketing automation system and the website to automate the transfer of key prospect information. Although the appropriate structure was set up to start automatically capturing leads from the website, connectivity and reliability problems with the integration platform caused serious issues – Adtech was forced to manually monitor the service for issues, and then inform LyntonWeb each time the service stopped working. Adtech, however, was determined to realize the benefits of integrated data for its marketing and sales efforts, which LyntonWeb provided via Scribe Online.

THE CHALLENGE: IMPROVE MARKETING AND SALES VIA REAL-TIME, RELIABLE LEAD CAPTURE

  • Transition from capturing leads by hand to automatic, accurate and scalable lead capture
  • Empower Adtech’s marketing and sales teams with the information needed for personalized inbound marketing and sales via a customized HubSpot-to-Dynamics CRM integration
  • Ensure integration stability, and provide the ability to diagnose issues and perform quick fixes without interrupting Adtech’s workflow

THE SOLUTION: SCRIBE ONLINE

  • To remedy the connectivity issues, LyntonWeb leveraged their internal HubSpot expertise and Scribe Software’s iPaaS offering to rapidly create a new integration for seamless, error-free connectivity. With Scribe, Adtech enjoys an agile, customizable yet stable connection between Dynamics CRM, HubSpot and their website.

THE RESULTS: EFFECTIVE INBOUND MARKETING AND PERSONALIZED SALES

  • Increase to the overall reliability of the integration, reducing the number of errors related to integration by 75 percent, and cutting down the troubleshooting process from hours to minutes via improved visibility into the health of the integration.
  • Capture of valuable data as prospect files are transferred across technology systems, improving marketing and sales interactions with: information on lead sources and visit timing; full commentary around prospects’ business interests; activities completed on the website; and more.
  • Automatic notifications when leads are created, allowing sales to follow up with leads the day their information is collected t o improve their close rate.

Excelsior Sport – Integrating healthcare CRM and retail ERP data enhances patient and customer experiences

Excelsior Sport faces the unique challenge of managing two vastly different business models. The business provides athletic shoes and apparel while also featuring a team of specialists (podiatrists) that offer healthcare services to patients with sports-related injuries. With the medical practice interacting with patients who also purchase products from the retail store, Excelsior Sport needed the two business components to share ERP and CRM data.

MULTIPLE SYSTEMS INCREASE DATA ENTRY AND REDUCE CUSTOMER FOCUS

Previously, Excelsior Sport relied on seven isolated software solutions to manage the various ERP and CRM components of its retail and medical operations. This approach required re-keying data multiple times, and when interacting with customers and patients, the staff was forced to consult with multiple databases. As business revenues and customer/patient activity grew, managing the different systems required too many resources and took away time spent on servicing customers and patients.

CONSOLIDATION AND SCRIBE INTEGRATION FACILITATE ERP-CRM DATA FLOW

To address the challenge, Excelsior Sport turned to systems integrator Delta-N, which recommended two Microsoft solutions— Dynamics CRM and Dynamics NAV—into which all customer and patient data and business processes could be consolidated. Delta-N also recommended Scribe Insight as the key integration component between the two systems. Data now automatically flows back-and-forth between the CRM and ERP solutions so specialists and retail staff no longer have to rekey information and have immediate access to the latest patient and customer activity.

“Our specialists can now better advise patients knowing the specific athletic gear they use, which can have a direct impact on recommended treatments.”
– Marc Gerner, Project Manager, Excelsior Sport

CHALLENGE: MULTIPLE SYSTEMS REQUIRE EXTRA WORK

  • Microsoft Dynamics CRM and Microsoft Dynamics NAV consolidate CRM and ERP data from seven isolated systems.
  • Scribe Insight transfers information between the Microsoft systems automatically.
  • Transfer of CRM data into ERP system automates invoice generation.
  • Scribe enables possible future integration with third-party insurance program to accelerate claims processing.

SOLUTION: SCRIBE INSIGHT AND CRM-ERP CONSOLIDATION

  • Microsoft Dynamics CRM and Microsoft Dynamics NAV consolidate CRM and ERP data from seven isolated systems.
  • Scribe Insight transfers information between the Microsoft systems automatically.
  • Transfer of CRM data into ERP system automates invoice generation.
  • Scribe enables possible future integration with third-party insurance program to accelerate claims processing.

RESULTS: ACCELERATED INVOICING AND ENHANCED CRM

  • Provides retail and healthcare personnel with a 360° customer view showing all business activity.
  • Processes healthcare invoices 80% faster than previous systems.
  • Gives specialists treating sports-related injuries immediate access to athletic gear purchase by patients to enhance the level of care.
  • Eliminates resource time for re-keying customer and transaction information.
  • Allows staff to manage customer relationships more effectively by providing real-time, accurate information.