The challenge
For more than 50 years, Dunmore has developed and manufactured coated, laminated and metallized films used in aircraft, automotive, packaging, solar and spacecraft applications across more than 25 countries. But as the business grew, its internal processes hadn't kept pace.
The company lacked transparency into its customer data and product development journeys, and its sales, service and development request processes ran as disconnected systems rather than as a cohesive whole. Dollars, volumes and speeds were tracked in decentralized systems with no single source of truth. That made it difficult for the sales team to be proactive, focus on key markets or understand where business was coming from.
Corporate knowledge held by individual reps and associates had no consistent home. Visibility into the consumer journey, from lead intake through final shipping, was limited and reporting couldn't keep up. On top of this, Dunmore's development request process ran separately from its sales and customer service processes, and there was no easy way for sales to collaborate with the research and development (R&D) team to analyze emerging opportunities.
The TELUS Digital solution
To close these gaps, TELUS Digital executed a Sales Cloud Quick Start implementation. The team started by designing a consolidated sales process that gave Dunmore a single source of truth for customer data, then layered in automated approvals to connect sales with the organization's development request process. From there, the team delivered foundational reports to give leadership visibility into key KPIs, integrated Outlook with Salesforce to reduce manual data entry and stood up an automated web and email lead process so new leads flowed directly into the CRM.
The results
With the Sales Cloud Quick Start complete, Dunmore moved from fragmented, decentralized tracking to a single, centralized system supporting sales, service and development requests together. Key outcomes include:
- Sales team efficiency improved through manual task automation
- The sales process was streamlined and consolidated into one platform
- Development requests move faster, supported by automated approvals
- Sales and customer service operations are aligned rather than siloed
