Eigen X Case Study - Armstrong Flooring Braeside Mills (AUS)​​

Client Overview

Location: Braeside Mills, Victoria, AU, USA

Employees: 120

Industry: Building Materials/Manufacturing

Solution: Sales Cloud,​ Service Cloud,

Go-Live Dates: 2023

Originally registered in October 1968 as Armstrong-Nylex, this joint venture between Australian industrial giant Nylex Corporation and Lancaster Pennsylvania USA based Armstrong Cork Co, saw Armstrong-Nylex construct a vinyl flooring manufacturing facility at Braeside Victoria. In August 2022 and with over 50 years of continuous manufacturing at Braeside, Armstrong Flooring became Australian owned, and now with new focus and investment employ over 120 people and remain as Australia’s only manufacturer of commercial vinyl flooring.

Challenge

  • Transitioning from armstrongflooring.com to armstrongflooring.au​

  • Total data migration from combined Salesforce instance to its own individual instance

  • Enabling specialized price lists per account by their rating/discount levels in the system

  • Regulating a sing sign on strategy to confirm with Salesforce MFA criteria

  • Introducing Service Cloud for flow of business/sales rep organization

Solution

  • Implement domain changes and correspond with Single Sign-On (SSO) to allow for ease of access to Salesforce while also satisfying Salesforce MFA requirements

  • Migrated all individual Australia specific data over from combined Salesforce instance over Australia specific Salesforce using Dataloader

  • Created flows that are used to present a Price List PDF based on the account type, as well as their discount rating for the sales reps to use for their clients

  • Implemented Service cloud, cases, email to case, phone to case, etc

  • Integrated Ring Central and connected to Service Cloud for telephony service while working on cases

Result

  • Increased customer service productivity using dashboards and implementing cases for a better customer experience

  • Improved sign on structure to their system and streamlined the process to log into all of their systems

  • Made it easier for service reps to present accurate price lists to clients based on their discount rating with the company