Salesforce Case Study
Salesforce is being used in a number of large companies from Dunnkin Donuts, Electronic Arts (EA) to GE and Delta Airlines. Many of these companies implementing many if not all of Salesforce’s products in doing so alleviating many of their headaches (salesforce. com). For this section we will be looking at Carlo’s Bakery, from the hit T. L. C. show Cake Boss and how CEO Buddy Valastro’s decision to implement the use of Salesforce change the way Carlo’s Bakery conducts business, moving it from a paper and pencil founded way of operations to a modernized finger and tablet core.
Carlo’s Bakery has been in business for well over 100 years, providing delicious cakes and pastries as well as exceptional customer service. In the beginning paper and pencil was the way the bakery took orders and kept records. They did everything by hand, from the initial consultation appointment, done over the phone and penciled in on the calendar to jotting down alterations for cake designs, which often got missed placed or would not be accurate. At this time Carlo’s Bakery owners still had to sign all employees pay checks by hand.
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While the bakery was always a neighborhood success, it had much to learn before it could capture the world by storm. At this time the $20 million bakery was being run on paper and pencil, very impressive for the amount of sales being generated (McNeff). After the initial airing of Cake Boss on TV’s TLC business began exploding and Carlo’s Bakery had to make changes to compete with the increase in demand. One could expect a wait time of up to four hours to place an order by phone or in person.
It wasn’t until CIO, Leo Minervini started looking into solutions that he discovered Salesforce and the great products they offered. It took very little to convince Buddy to adopt Salesforces’ services. They started by adopting the salesforce. com platform to develop a new way of taking client orders, which they coined “Cakeforce,” this system allows for the easy management of customer orders and thus opened the door for online ordering in addition, it did away with the stacks of paper that accompanied most orders.
By using Cakeforce, their orders are always up to date and make editing orders a breeze. An additional advancement was the capability to locate any order and know in what stage of production it was in, without having to call other departments to get updates. With Salesforce all the need to know information regarding any order is readily available on the dashboard. The implementation of Chatter also changed the way Carlo’s does business. Chatter allowed customers to provide real time feedback and for Carlo’s employees to reply in a timely manner.
It allows for the entire Carlo’s staff to be reachable within the dashboard itself, so long as they are logged into Salesforce. It allowed several departments to collaborate and come up with answers in a much more efficient way without having to go through several lines of communications (Chatter and Salesforce) For Carlo’s Bakery the implementation of Sales Cloud, Service Cloud, Chatter and the overall Salesforce platform, has allowed them to listen to their customers in real time over a number of social media sites as well as tracking their own website and it allowed for an overall great customer service experience.
Salesforce took Carlo’s Bakery from a pencil and paper prehistoric business to an I-pad wielding, internet reachable baking monster. With the help of Sales force, Buddy has been able to open a new mass distribution factory where they bake all the orders from their online sales. It has also helped them in identify key locations for an additional Carlo’s Bakery in the New York area, but many more are in the planning stage.
Salesforce has been able to quantify all the raw data that has been floating around and has turned it into useable information that now allows the business to go from a reactive business to an active business. McNeff, Diana K. “Growth Insights for CEO’s. ” thechiefoutsiders. com. 28 Nov. 2012. The Chief Outsiders. 16 Mar. 2013<http://www. chiefoutsiders. com/blog/bid/92672/ Cake-Boss-Carlo-s-Bakery-now-offers-truly-sweet-experience>. “Chatter and Salesforce Platform – featuring Cake Boss and Trunk Club. ” YouTube. 24 Sep. 2012. YouTube. 12 Mar. 2013 <http://www. youtube. com/watch? v=h4VXviiaO6Q>.