CASE STUDY
Key results at a glance
• + 18 % increase in average order value through better visibility and smarter sales processes
• Two-day reduction in shipping time improving customer satisfaction and operational efficiency
• Higher adoption among field sales teams driven by usability improvements and offline capabilities
• Integrated data across commercial marketing CX and operations enabling better decision-making
• Greater process automation reducing manual errors and increasing scalability
What went wrong in the first implementation
Common pitfalls that Forth Jardim overcame:
With the new structure, the first results were noticed in the first few months.
“ We arrived at Taak at a delicate time with the operation weakened. From this we started to see the customer in an integrated way and to operate with much more efficiency and predictability. The results came quickly and brought security for us to continue evolving” said Vitor Eller, Director of Market Intelligence, Forth Jardim.
When technology stops being a problem and becomes a lever
• Misalignment with business processes: The original system didn’ t reflect how teams actually worked
• Low user adoption: Complex workflows discouraged daily use especially among field sales teams
• Lack of integration: Disconnected data limited visibility and slowed decision-making
• Insufficient training and change management: Teams were not fully prepared to adopt the platform
• Overemphasis on technology over strategy: Tools were implemented without a clear operational roadmap
Lesson learned: Technology alone doesn’ t drive transformation – alignment with people processes and strategy is essential.
Forth began its journey in the Salesforce universe in 2020, driven by the accelerated growth in demand during the pandemic, with the aim of building a 360 o view of the customer and establishing direct communication channels with the end consumer.
However, the first implementation brought recurring errors, poorly structured processes and low adherence to the business reality – directly impacting the productivity of the sales team.
“ We reached a critical point where we couldn’ t use the system properly. Our sales team in the field faced daily difficulties which generated dissatisfaction and loss of efficiency” says Vitor.
It was in this scenario that Taak took on the project to restructure Sales Cloud cloud-based CRM platform, correcting flaws and aligning the tool with the company’ s strategy.
In this context, the partnership evolved into the adoption of Service Cloud and Marketing Cloud, Salesforce’ s cloud-based platforms, as well as the development of an offline application for sales representatives – a decision that became a game-changer in capturing orders in the field.
As a result, the company redesigned approval flows and automated critical steps increasing governance traceability and operational predictability.
We reached a critical point where we couldn’ t use the system properly. www. intelligentcio. com
INTELLIGENT CIO LATAM
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