Tripwire’s customer accounts, order fulfillments, and sales’ workflows are managed in Salesforce. But Tripwire’s Salesforce model wasn’t optimized to deliver a great customer experience, requiring customers to go through a number of steps to get their products configured correctly and ready to use.
“We had a complex means of providing licenses to our customers, and it didn’t provide the flexibility and control to our customers that we would have liked,” explains Anthony Israel-Davis, IT manager at Tripwire.
That limited visibility was impacting Tripwire’s employees, too, manifesting in challenges during the sales cycle.
For example: A Tripwire sales representative could expertly direct a customer toward the best-fit software solution, but lacked a clear view into the customer’s existing infrastructure. So that sales person would need to play detective to collect the nitty-gritty details to ensure the customer’s Tripwire products were configured accurately. Collecting that information could be a complex process, requiring a lot of back and forth with the customer, the sales representative, and the order fulfillment team.
For customers, it slowed the time from purchase to use. If a product hadn’t been configured correctly, the customer would need to call Tripwire’s support team. And for sales, it slowed the time to close a deal—and took time away from pursuing new sales leads.
“When you fulfill an order, you want that customer to be able to use it right away, and that wasn’t quite the case,” says Kristin Flewelling, lead Slalom consultant on the project.
Tripwire wanted to streamline the experience for its customers. It envisioned a one-stop shop that would give customers greater control over their products and access to rich self-service features and tools. We helped Tripwire bring that vision to life.