About Quantum Design

Quantum Design develops and manufactures automated temperature and magnetic field testing platforms for materials characterization. These systems are in widespread use in the fields of physics, chemistry, biotechnology, materials science, nanotechnology, and quantum information research.

Overview

• Needed to replace an existing Cloud CRM system (Sales Cloud) to address pain points of user adoption, ease of use, and account/contact management.
• Integrations to other technology systems to share crucial data back and forward.
• Service Cloud helped Quantum Design easily connect with customers to resolve cases quickly and efficiently.
• B2B Commerce allows Quantum Design’s customers to order/reorder any accessory or product from a secure portal on their website.
• Corrao Groups Managed Services provides Quantum Design with ongoing Salesforce support to find new requirements and enhancements.

Choosing a New CRM to Power Quantum Design

In 2019, Quantum Design met with Corrao Group to select a new CRM system. Quantum Design had previously tested numerous CRM platforms with limited success. Currently utilizing Oracle’s CRM, poor implementation from a partner left Quantum Design with a solution that was weak on mobile, slow and clunky, and gave a “90-degree view of the customer instead of 360 degrees.” Even with a powerful system like Oracle, Quantum Design’s sales and service teams had no centralized system for full visibility into KPIs and insights, causing a lot of manual data entry, and poor user adoption. These pain points caused employees not to trust and consistently use Oracle, causing a rift and data in different places. Quantum Design needed a powerful CRM tool such as Salesforce to provide better account and contact management, forecasting for sales visibility, and a full 360-degree view of their sales opportunities and customers.

Sales Cloud Provides Visibility into Quantum Design’s Business

Corrao Group was introduced to Quantum Design with the initial requirements of setting up Salesforce Sales Cloud. Throughout initial calls, a majority of the focus was on their history with Oracle, and their top sales pain points: user adoption, ease of use, and account and contact management. They required a tool for their sales staff to help manage leads, follow up on opportunities, and forecast the business’s future KPIs. After learning their sales and business processes, Sales Cloud was customized to their specific sales process:

• Accounts and Contacts
  • The account and contact records were set up and track Quantum Design’s organization and individuals. The account record was implemented to represent the companies that are interested or have previously purchased items from Quantum Design. The contact record represented the individuals associated with the account.
• Opportunities
  • Opportunity tracking was set up to track the sales deals in the pipeline from Quantum Design’s sales qualification to close. Opportunity tracking in Salesforce allowed Quantum Design to track the associated contact and team members to identify each individual involved in each deal as well as their past, open, and future tasks.
• Salesforce Inbox
  • Salesforce Inbox was set up to be used with Outlook to view and access Salesforce data from Outlook. The plugin functionality allowed Quantum Design to log critical emails into Salesforce easily so everyone is up to date.

Sales Cloud was fully deployed within six weeks for Quantum Design’s North American Territory Sales team to use and begin the adoption process. Quantum Design had immediate success in managing and following up on opportunities, and Salesforce forecasting provided visibility into their business's future. The speed and urgency from the Corrao Group team was a catalyst for Greg Degeller, President of Quantum Design, to declare, “This is the right solution and partner to grow our business.” After a few months, Quantum Design decided they wanted to expand internationally with Salesforce. Corrao Group created new users, user groups, opportunity-sharing rules, and more for Quantum Design internationally.

Agile (PLM) Integration Helps Track Devices for Quantum Design

Quantum Design utilizes Oracle Agile PLM to manage its products throughout the lifecycle. Corrao Group was in charge of setting up an asset-tracking object within Salesforce that pulls data back and forward from their PLM. The asset tracking object in Salesforce allowed Quantum Design to have a central location to track all devices sold in the field. Corrao Group set up data loads to ensure Quantum Design has accurate and reliable information to manage all their devices in the field in real-time.

Resolving Cases Quickly and Efficiently with Service Cloud

After the Oracle PLM integration into Salesforce, Quantum Design and Corrao Group connected for a Salesforce Service Cloud implementation. Quantum Design averaged 25 cases a day with a case resolution of a day to a month. Their service agents would receive cases from different channels and would have to manually create and resolve cases with little visibility into historical cases and the overall account health. Corrao Group helped implement Service Cloud to easily connect with customers to resolve cases quickly and efficiently. The following Salesforce objects were customized to Quantum Designs’ Service processes:

• Case Configuration
  • Corrao Group configured the case object to capture details of support tickets created manually or through the Web2Case form. The Web2Case form allowed Quantum Design to gather customer support requests directly from their website, automatically generate new cases within Salesforce and assign them to a rep. This configuration allowed Quantum Design to track different support areas customers might submit and allow tracking progress. Standard and custom fields were created and customized to ensure all key data points can be captured and tracked within Salesforce.
• Knowledge Base
  • Corrao Group configured a Knowledge Base for Quantum Design’s Service team that helped solve issues or answer questions from customers as well as internal employees by using company-approved knowledge article
• Reports and Dashboards
  • Reports and Dashboard were set up to view key service metrics of cases such as cases by the user, on-hold cases, pending cases, escalated cases, cases by system type, and more.

Infor Integration Assistance to Share Key Data Back and Forward

Infor-Syteline is the ERP Quantum Design uses to improve and manage business operations. Corrao Group helped assist in integrating Infor with Salesforce to give Quantum Design the ability to share Sales Order data back and forth. Corrao Group created and updated a Sales Order object with custom fields to capture and track all the needed data points from Infor. Scheduled data loads and data reconciliation were implemented to make sure the data is in sync on a daily basis and to make sure there are no duplicates.

B2B Commerce Unlocks Productivity for Quantum Design's Sales Operation

Quantum Design’s sales opportunity team would spend a lot of their time on manual and tedious work to process accessory orders for their high-end devices. The speed, frequency, and efficacy of processing accessory orders took days, if not weeks. Corrao Group helped Quantum Design implement Salesforce B2B Commerce, an e-commerce storefront for large volume purchases, to help save time for both the end consumer and their sales operations team. Quantum Design’s customers can now order/reorder any accessory or product from a secure portal on their website. Corrao Group setup and configured the following:

• B2B Commerce Setup
  • Created and set up a product catalog, storefront configuration for North America, Lead flow customers purchasing accessories, order tracking, and search configuration.
• Products and Pricebooks
  • The product and pricebooks object was implemented to support the B2B Commerce functionality. High-level product categories were established as well as field tracking to track all key data points required for Quantum Design.
• Commerce Community
  • Corrao Group created a Commerce Community for Quantum Design to support the B2B functionality. Pages were configured for Quantum Design: home page, item page, result page, checkout page, orders, and categories.
• Checkout Configuration and Payment Processing
  • The component for checkout was placed on the order screen within the B2B Commerce Community and was configured to allow customers to create orders and checkout from the community. Credit Card processing was configured for Quantum Design’s web portal for customers to check out without the need for a sales representative.
• Data Migration
  • Created Quantum Designs Product catalog for B2B Commerce. Each Quantum Design product was created within Salesforce and was categorized and added to the appropriate store for access within the B2B Commerce Community.

Ongoing Salesforce Partnership

 

Quantum Design and Corrao Group have connected on 9 Salesforce projects, with the current engagement of a managed service project for 15 hours a month for 6 months. During the managed service engagement, Corrao Group continues to meet with Quantum Design to find new requirements and enhancements to Salesforce as their business grows.

Consultant Leader for Consumer Goods Cloud 
 

Over the years, we have been using our experience to help digitally transform the consumer goods industry. As our main industry focus, we are proud to be on the CG Cloud Partner Advisory Board, in addition to being the exclusive US launch partner of the Salesforce CG Cloud Trade Promotion Management (TPM) Pilot.

 

About Corrao Group
 

Since 2002, we have been helping B2B organizations of all sizes optimize their business processes with Salesforce and their third-party applications. As everyday Salesforce power users, Corrao Group understands how flexible the Salesforce platform is to support every business department. We’ve worked with nearly 1,050+ customers, implementing, customizing, and optimizing over 2,150+ Salesforce projects. If you are interest d in learning more about how Corrao Group can help your company, read our reviews on G2!