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Background
Kimberly-Clark and Salesforce budding partnership
For over a decade, Kimberly-Clark Professional has partnered with Salesforce to optimize their B2B operations, utilizing Salesforce's tools for efficient customer management and data-driven decision-making. This enduring collaboration has been instrumental in enhancing customer service, streamlining supply chains, and fostering growth,
PROBLEM STATEMENT
CRM flow lacks efficiency and effectiveness
The challenges encompass maintaining information security, optimizing system performance, and grappling with organizational management issues. This includes the inefficiencies in the end-to-end commercial process for Kimberly Clark Professional, as identified through issues with security, performance, and governance on their current Salesforce CRM platform.
Business Goal
Create an mVP that enhances the Commercial process
The objective of this project is to strategically prioritize and reshape the elements of personnel, procedures, technology, and information, with the aim of developing a minimum viable product that enhances the overall commercial process and positions the company for future success.
Information Architecture
understanding the Salesforce App Internal Structure
To conduct research on the product, it was essential to thoroughly understand the Salesforce App, business terms, and its key features. I wanted to get acquainted with the most common tabs such as "Lead," "Account," "Contact," and "Opportunities" used by digital sellers.
Current User Flow
Kimberly Clark CRM Process
We created the CRM flow visualization to improve our understanding and efficiency. It helps identify obstacles and fosters collaboration among teams, enhancing the user experience and CRM effectiveness.
User Interviews
Other companies fail to streamline communication and orders to employees
This lead me to conduct competitive analysis on other platforms that performed similarly and allowed me to identify their strengths and weaknesses in relation to my own business. This analysis provides valuable insights into market trends, customer preferences, and many opportunities.
Contextual Inquiry
North America's Role in Global CRM Solutions
In our effort to create a global Salesforce master template, we initially focused on North America. I conducted interviews with Digital Sellers to understand their Salesforce App usage. However, as we progressed, it became clear we needed a broader perspective.
Interview Insights
Out of 119 pain points, Filter options Overwhelm the sales list creation
One of the many pain points that stood out is the issue with the filter option. Users often input incorrect information, leading to an overwhelming amount of data that can confuse those trying to create new sales lists.
Identified the Field Sellers & Digital Sellers are our users
Our main audience is are Field Sellers and Digital Sellers. Here are brief descriptions of their specific needs.
Field Sellers:
Being a good and supporting partner with customers
Tracks successful sales numbers
Push for new opportunities in the app
Digital Sellers:
Primary contact for handling sales inquiries via phone nationwide
Sells products to distributors and end-users
Have a success metrics to reach by the end of the term
Emotional Journey Map
A Holistic Approach to Tracking and Mapping User Engagement
I visualize user emotions at each touchpoint, pinpointing areas of positive and negative experiences. This approach offers me a holistic view of the users entire interaction with the Salesforce app.
Takeaways
Understanding the business Process
Initial challenges included unfamiliar business terminology, diverse roles, and fields.
Dedication to asking questions and embracing trial and error.
Improved skills as a versatile designer capable of excelling in various industries.
Next Steps
More research is needed for different regions across the entire world
Refine processes based on identified pain points.
Goal: Enhance efficiency for digital sellers in other regions.
Ongoing journey: Recognize that each country has unique workflows and procedures.