Desynit case studies & success stories

Salesforce Digital Transformation for Oak Tree Mobility

For Oak Tree Mobility,
2008
oak-tree-mobility

When Tom Powell and Ricky Towler began their retail business Oak Tree Mobility in 2008, they literally were the business: The two co-founders and directors did everything themselves, from placing ads and taking sales calls, to delivering the furniture to the customers in the back of their own cars.

This is the story of how this thriving Bristol SMB worked with Desynit to implement the technology that would allow them to compete and thrive in a data-driven digital era.

“Before we had Salesforce, I couldn’t trust any of the data but now I know exactly what’s going on. I have complete visibility across the business, live, right on my phone. ”
Tom Powell, Co-founder & Director
The challenge

Like many businesses starting from seedling-size, Tom and Ricky had begun with paper-based systems, which had quickly been replaced by Excel spreadsheets and the Google Office suite of products; Sage and ACT came along soon after.

As time went on and the business changed and developed, the Oak Tree team pushed these technologies to their limits, bending them to fit their needs.

A foray into writing their own bespoke software from scratch had resulted in some major compromises…

It had become a matter of urgency to get their thriving operation onto a technology platform that could grow with them and adapt to their changing needs.

Priorities
Sales Accuracy and Efficiency

The sales team were giving bespoke screens (built in VisualForce) to record important customer information, which in turn triggered the necessary workflow to make sure the correct follow up would take place.

Salesforce Field Service Lightning

This gave their network of agents, visiting the customer-base in their own home, the ability to record important information there and then, check on any customer information they may already have and to make contact with HQ in real time.

Marketing Automation

Using their new CRM as the data ‘engine’ Pardot was implemented for Marketing

The solutions

A two-phased rollout, beginning with the customer facing side of the business and then onto operations.

Beginning with customer service, sales and marketing, the rollout focused on the customer facing side of the business first.

The sales team were giving bespoke screens (built in VisualForce) to record important customer information, which in turn triggered the necessary workflow to make sure the correct follow up would take place.

Oak Tree Mobility themselves were then able to implement Pardot Marketing Automation, using their new CRM as the data ‘engine’.

Phase 2 brought in the functionality of Salesforce Field Service Lightning.

This will give their network of agents, visiting the customer-base in their own home, the ability to record important information there and then, check on any customer information they may already have and to make contact with HQ in real time.

Salesforce products

Field Service Lightning
Sales Cloud
Service Cloud
Pardot

Technologies

Apex
Triggers
Visualforce
Lightning Pages
List Views
Flows
Solution Design

Integrations

CTI (Phones)
Pardot

Project features

Process Improvement
Future State Architecture
Training & adoption workshops
Project outcomes

Visibility across the business, Improved efficiency and Greater flexibility

“Before we had Salesforce, I couldn’t trust any of the data but now I know exactly what’s going on. I have complete visibility across the business, live, right on my phone.”

Sales have improved as a result, along with their customer satisfaction score.

Key team members

“Desynit really got to know our business and our process well, and grasped it very quickly. Because of this we were able to really dissect what we had in place and analyse our objectives, while gathering our requirements. I believe you can only do this by having a conversation with an experienced Salesforce team, such as Desynit.”
Tom Powell, Oak Tree Mobility Co-founder & Director
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