The challenge
Orgill is the world's largest independent hardlines distributor and a globally recognized leader in the hardware sector. As the business grew, its systems couldn't keep pace. Employees across departments couldn't freely access Orgill's legacy system, and salespeople in the field had no way to upload information or requests remotely, so they entered data manually, often after the fact. That frequently left the information in the existing system incomplete or outdated, which made interdepartmental collaboration difficult and slowed decision-making across the business.
The existing system also couldn't scale, putting Orgill's growth plans at risk. Orgill needed to bridge its departmental silos, give its sales team remote access to accurate customer information and build a foundation that could sustain continued growth.
The TELUS Digital solution
TELUS Digital implemented Salesforce Service Cloud and Sales Cloud to give Orgill's team a single, real-time source of truth. The engagement also included:
- Integrating Orgill's enterprise resource planning (ERP) with Salesforce
- Adding Salesforce Inbox and Mobile to support sales reps working in the field
- Leveraging Live Agent to strengthen customer service capabilities
The results
By the end of the engagement, Orgill had moved from a siloed, outdated system to a connected, real-time platform that supports its teams and its growth.
Field reps now update client information directly from wherever they're working instead of re-entering it after the fact. The platform is also built to scale, giving Orgill room to grow without outpacing its systems.
