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Unifying Sales, Service & Marketing to Streamline Smart‑Home Security Operations

Key Takeaways

  • 70%improvement in data quality
  • 80%acceleration in sales growth
  • 70%increase in operational efficiency
  • Products Used

    Products Used

    Salesforce-Sales-Cloud.png
    Sales Cloud
    Salesforce-Service-Cloud-Icon.png
    Service Cloud
    Salesforce-Marketing-Cloud.png
    Marketing Cloud
    Salesforce-Field-Service-Lightning-Icon.png
    Field Service Lightning
    Salesforce-Communities-Img.png
    Salesforce Communities
  • Customer Overview

    Customer Overview

    Trusted Smart Security for Homes and Businesses

    A leading U.S. smart home security provider and part of a nationally recognized not-for-profit service federation delivers trusted security and automation solutions across residential and commercial segments, backed by a strong member network and service-driven reputation.

  • Challenge

    Challenge

    Disconnected Systems Created Inefficiencies

    Before partnering with CriticalRiver, the company struggled with fragmented systems that led to operational bottlenecks. Their sales, service, and marketing functions were operating in silos, relying on outdated, disconnected legacy systems. This resulted in:

    • Poor visibility into the sales pipeline, causing missed opportunities and inaccurate forecasting.
    • Manual processes in customer service that delayed service call resolutions.
    • Inefficient marketing campaigns that were not aligned with sales efforts.
    • A lack of coordination across teams, leading to inconsistent data quality and reporting issues.

    The company needed a solution to unify their operations and improve efficiency.

  • Solution

    Solution

    A Unified Salesforce Solution from CriticalRiver

    CriticalRiver stepped in to deploy a comprehensive, integrated Salesforce solution that would streamline the company’s operations and deliver long-term benefits. The solution included:

    • Sales Cloud: Improved sales cycle visibility provided accurate forecasting, and enhanced reporting capabilities.
    • Service Cloud: Automated customer service workflows for faster case resolution and real-time insights.
    • Field Service Lightning: Enabled mobile capabilities for field service teams, optimizing resource allocation.
    • Marketing Cloud: Drove effective multi-channel marketing campaigns tailored to customer needs.
    • Salesforce Communities: Connected customers, partners, and employees on a unified platform for seamless interactions.

    By integrating these components, CriticalRiver helped the company create a connected ecosystem that improved efficiency across all departments.

  • Impact Delivered

    Impact Delivered

    Significant Gains in Efficiency, Data Quality, and Customer Service

    The integrated Salesforce solution delivered immediate and lasting results. The company experienced:

    • 70% Improvement In Data Quality: Automated data collection and integration across functions led to cleaner, more reliable data.
    • 80% Acceleration In Sales Growth: Streamlined sales processes resulted in faster deal closures and increased customer engagement.
    • 70% Increase In Operational Efficiency: Automation of manual processes reduced operational overhead and freed up resources for further innovation.
  • Results

    Results

    A Future of Continued Growth and Innovation

    With the successful implementation of Salesforce by CriticalRiver, the company is now well-positioned to lead the smart home security market. They have transformed their operations, ensuring better customer satisfaction, enhanced sales performance, and a future focused on continued growth and innovation.

Key Takeaways

  • 70%improvement in data quality
  • 80%acceleration in sales growth
  • 70%increase in operational efficiency

Products Used

Salesforce-Sales-Cloud.png
Sales Cloud
Salesforce-Service-Cloud-Icon.png
Service Cloud
Salesforce-Marketing-Cloud.png
Marketing Cloud
Salesforce-Field-Service-Lightning-Icon.png
Field Service Lightning
Salesforce-Communities-Img.png
Salesforce Communities

Customer Overview

Trusted Smart Security for Homes and Businesses

A leading U.S. smart home security provider and part of a nationally recognized not-for-profit service federation delivers trusted security and automation solutions across residential and commercial segments, backed by a strong member network and service-driven reputation.

Challenge

Disconnected Systems Created Inefficiencies

Before partnering with CriticalRiver, the company struggled with fragmented systems that led to operational bottlenecks. Their sales, service, and marketing functions were operating in silos, relying on outdated, disconnected legacy systems. This resulted in:

  • Poor visibility into the sales pipeline, causing missed opportunities and inaccurate forecasting.
  • Manual processes in customer service that delayed service call resolutions.
  • Inefficient marketing campaigns that were not aligned with sales efforts.
  • A lack of coordination across teams, leading to inconsistent data quality and reporting issues.

The company needed a solution to unify their operations and improve efficiency.

Solution

A Unified Salesforce Solution from CriticalRiver

CriticalRiver stepped in to deploy a comprehensive, integrated Salesforce solution that would streamline the company’s operations and deliver long-term benefits. The solution included:

  • Sales Cloud: Improved sales cycle visibility provided accurate forecasting, and enhanced reporting capabilities.
  • Service Cloud: Automated customer service workflows for faster case resolution and real-time insights.
  • Field Service Lightning: Enabled mobile capabilities for field service teams, optimizing resource allocation.
  • Marketing Cloud: Drove effective multi-channel marketing campaigns tailored to customer needs.
  • Salesforce Communities: Connected customers, partners, and employees on a unified platform for seamless interactions.

By integrating these components, CriticalRiver helped the company create a connected ecosystem that improved efficiency across all departments.

Impact Delivered

Significant Gains in Efficiency, Data Quality, and Customer Service

The integrated Salesforce solution delivered immediate and lasting results. The company experienced:

  • 70% Improvement In Data Quality: Automated data collection and integration across functions led to cleaner, more reliable data.
  • 80% Acceleration In Sales Growth: Streamlined sales processes resulted in faster deal closures and increased customer engagement.
  • 70% Increase In Operational Efficiency: Automation of manual processes reduced operational overhead and freed up resources for further innovation.

Results

A Future of Continued Growth and Innovation

With the successful implementation of Salesforce by CriticalRiver, the company is now well-positioned to lead the smart home security market. They have transformed their operations, ensuring better customer satisfaction, enhanced sales performance, and a future focused on continued growth and innovation.

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