THE CHALLENGE

Having a network of communities in multiple regions, Built In needed a way to streamline content and data for its employees, tech users and companies to connect in one place.

At the time, the company already utilized Salesforce CRM. However, like many companies, Built In had not been reaping the full benefit of the CRM or using other Salesforce products that could optimize and streamline their business processes, and unlock revenue opportunities.

“It was an unorganized mess,” said Senior Project Manager of Built In, Jeff Hurd. As soon as Hurd joined Built-In, he immediately began to create structure. Hurd knew of the Salesforce product, Salesforce Communities — and began searching for a Salesforce Consulting Partner who could successfully implement it.

Hurd learned that Maverick Digital had experience with Salesforce Communities and reached out to discuss the project. In the initial call, Hurd spoke to Maverick’s engineers, growing his confidence in the consulting partner. He knew Maverick would have the proficiency to build out the project as they had envisioned.

After meeting in-person and working collaboratively to align with Built In’s business needs, Hurd enlisted Maverick to implement and optimize Salesforce Communities, Sales Cloud, Service Cloud, and Pardot.

THE SOLUTION

During the planning and implementation process, Hurd was impressed with Maverick’s thorough communication. According to Hurd, “The project manager met with us in-person. He walked through the project with me, and verified and documented it with his engineering team. We had really well-done sessions to get on the same page of what we were building.”

From there, Hurd and the Maverick team had daily check-ins, then bi-weekly meetings to fully communicate the project progress and status. “The project manager and engineering team worked really well with the team and built things exactly how we wanted and needed, from a product perspective.”

THE RESULTS

In leveraging Maverick’s Salesforce Communities implementation and overall Salesforce optimization, the company improved its sales forecasting by 37%.

In addition, Built In increased its CSAT score by 19%. “We received a plethora of good comments and mentions from our user community that this process is so much better than the previous — which was very manual and not transparent.”

According to Hurd, “We would recommend Maverick to any organization. Maverick wants to be a partner. Maverick wants to make sure they are doing the right thing and getting the product requirements correct. Speed of implementation and communication flexibility is really good. You don’t always see that from third-party vendors.”