Eigen X Case Study - Armstrong Flooring Inc.side Mills (AUS)​

Client Overview

Location: Lancaster, PA, USA

Employees: 1,000 - 5,000

Industry: Building Materials/Manufacturing

Solution: Sales Cloud,​ Service Cloud

Go-Live Dates: 2023

Armstrong Flooring Inc. (AFI) is an enterprise manufacturing company who focuses on manufacturing flooring products.  Their world-wide headquarters is located in Lancaster, Pennsylvania, and their 3,600 employees operate across several offices and 15 manufacturing facilities in the United States, China and Australia. AFI has been confronted with many challenges in their go to market strategy and has had to focus more on a distribution model, rather than selling to retailers.  This has led to a large change in the way they market and sell.

Challenge

  • Transitioning Australia business 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