CASE STUDY

Maintaining Industry Leadership Through Customer Experience Transformation

Daltile is the leading manufacturer and distributor of tile and stone products in the U.S. Its parent company, Mohawk Industries, is the global leader in flooring and a $9 billion organization that operates in 130 countries.

CLIENT

Daltile

INDUSTRY

Manufacturing

PRODUCTS

Salesforce Community Cloud
Salesforce Service Cloud
Salesforce Sales Cloud
Salesforce Marketing Cloud

 

OUTCOMES

12,000+ registered users

1,500 active users per month

200 new registrants per day

“7Summits is a great partner who operates with a high level of integrity. They’re engaged at every step and have quickly resolved any issues in the most professional way.” – Daltile VP of Sales Operations

CHALLENGE

Multiple systems and fragmented customer data on legacy solution

Daltile’s customers had been rapidly shifting to digital channels to buy tile, necessitating the development of their own digital experience that would meet customer expectations. Their customer support and data management were disaggregated across legacy systems, and they needed to shift their company culture to be more customer-centric, digital and agile.

 

Solution

Implement a multi-Cloud community that makes it easier to do business with Daltile

Daltile desired a solution that would innovate the CX across the entire buyer journey and, put simply, make it easier to do business with Daltile. They undertook a digital transformation to enhance CX, establish pipeline management, centralize support ops, and unlock account management, self-service, inventory checks, online ordering and better data collection.

 

Outcome

Innovative community that generates high ROI and keeps Daltile at the forefront

The new Daltile community ensured that the organization remained the leaders in their industry and met their customers’ expectations for a positive digital experience. They modernized sales ops, have visibility to opportunity pipelines and sales forecasts, reduced support costs thanks to self-service capabilities, retired legacy systems and realized other tangible benefits.