GrowthWave Case Study

Client Background

GrowthWave is a mid-market manufacturing company specializing in custom industrial components for the automotive and aerospace industries. With over 200 employees and annual revenue of $45 million, they serve clients across North America and Europe. Despite their success, GrowthWave was struggling with disconnected systems that made order management inefficient and error-prone.

The Challenge

GrowthWave faced several critical challenges in their order management process:

Their legacy ERP system wasn't integrated with their customer-facing systems, requiring manual data entry between platforms
Sales representatives lacked visibility into inventory and production schedules, leading to inaccurate delivery estimates
Customer service teams couldn't easily access order history and specifications, resulting in delayed response times
Order modifications required multiple touchpoints across different departments, creating opportunities for errors
Management lacked real-time reporting on order status and fulfillment metrics

These challenges were causing significant operational inefficiencies, with order processing taking an average of 3.5 days and an error rate of nearly 12%. Customer satisfaction was suffering, and GrowthWave was at risk of losing key accounts to competitors with more streamlined processes.

Our Approach

After a thorough assessment of GrowthWave's business processes and technical environment, we developed a practical implementation plan focused on their specific needs:

Discovery & Process Mapping

We conducted workshops with key stakeholders to map current order management processes, identify pain points, and define success metrics. This allowed us to understand the specific workflows that needed improvement rather than imposing generic best practices.

Salesforce Sales Cloud Implementation

We implemented Salesforce Sales Cloud with custom configurations tailored to GrowthWave's specific order management requirements. This included custom objects for product specifications, pricing tiers, and manufacturing requirements.

ERP Integration

We developed a custom integration between Salesforce and GrowthWave's ERP system using MuleSoft. This bi-directional integration synchronized inventory levels, production schedules, and order status in real-time, eliminating the need for manual data entry.

Customer Portal Development

We created a Salesforce Experience Cloud portal that allowed customers to place orders, track status, and access their order history. This self-service capability reduced the burden on customer service representatives while improving customer satisfaction.

Automated Workflows & Approvals

We implemented automated workflows for order processing, including approval processes for special pricing, custom specifications, and delivery exceptions. This streamlined internal processes and reduced bottlenecks.

Reporting & Analytics

We developed custom dashboards and reports that provided real-time visibility into order metrics, fulfillment rates, and customer satisfaction. This enabled management to identify trends and make data-driven decisions.

User Training & Change Management

We conducted role-based training sessions for all users and developed comprehensive documentation. Our change management approach focused on demonstrating immediate benefits to drive adoption.

The Results

The implementation of our Salesforce solution delivered significant measurable results for GrowthWave:

Faster Processing

Order processing time decreased from 3.5 days to 2.4 days, a 32% improvement that allowed GrowthWave to meet tighter customer deadlines.

Error Reduction

Order errors decreased from 12% to 6.6%, a 45% reduction that minimized costly rework and improved customer satisfaction.

Customer Satisfaction

Customer satisfaction scores increased by 28%, with particular improvements in ratings for order accuracy and communication.

Operational Efficiency

Customer service representatives could handle 35% more inquiries per day due to improved access to information and reduced manual processes.

"Barrington Bay's approach was refreshingly practical. They didn't try to force us into a one-size-fits-all solution but took the time to understand our specific challenges. The integration between our ERP and Salesforce has transformed our order management process, making us more responsive to customer needs while reducing internal friction. The results speak for themselves."

Michael Reynolds

COO, GrowthWave

Key Takeaways

The GrowthWave project demonstrates several important principles that guide our approach at Barrington Bay:

Business-first approach: We focused on GrowthWave's specific business challenges rather than implementing technology for its own sake.
Integration is critical: The real value came from connecting systems to create a unified view of customers and orders.
Practical solutions: We prioritized practical, implementable solutions over theoretical perfection.
Measurable outcomes: Clear metrics allowed us to demonstrate tangible business value.
User adoption: Our focus on training and change management ensured the solution was actually used effectively.

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GrowthWave: Streamlined Order Management