The challenge
Solugen, a specialty chemical manufacturer known for safe, cost-effective and environmentally friendly chemical formulations, sought to stabilize its sales process and establish workflows for new product introduction, account set-up and customer service within Salesforce.
The company's commodity and spot-buy selling process lacked cohesive support. Its existing Salesforce instance did not use product, pricing or workflow automation functionality. As a result, sales reps entered opportunity values manually with no guardrails to confirm that prices fell within acceptable margins or went through proper approvals. This manual quoting process often produced inconsistent value costs and freight information, creating an over-dependence on corrective input from the supply chain team. The team also had no structured way to manage workflows for new products, including formulation, vendor and packaging decisions.
Sales lacked a unified process to document and manage service issues, and could not track leads after conversion or tie Salesforce accounts to relationship management activities. Because sales set up new customers in NetSuite only after a deal closed, supply chain management often struggled to complete financial and legal activities in a timely manner.
The TELUS Digital solution
TELUS Digital helped Solugen create a harmonized, well-supported sales process, focusing on lead cultivation, relationship management, pricing controls, sample management and demand reporting.
The team developed a custom pricing table to establish margins for every industry and trigger notifications when adjusted sales prices exceeded acceptable limits. TELUS Digital also built automated workflows to support sample management across teams, replacing a manual, disconnected process.
To improve visibility into demand, the team introduced reporting capabilities that surfaced unconstrained demand data. TELUS Digital set up a case management process to support customer service activities, and positioned Solugen for a future NetSuite integration to close the gap between deal closure and account set-up.
The results
With a harmonized sales process in place, Solugen moved from manual, inconsistent workflows to a structured, standardized approach across sales and operations. Key outcomes included:
- Streamlined and standardized sales processes across the team
- Deals are reflected in Salesforce, with actionable pipeline reports available to the team
- Optimized business controls reduce preventable revenue leakage
- Improved sales and operations planning with clearer visibility into unconstrained demand
- Increased leadership visibility into how sales development reps contribute to opportunities and revenue growth
