SAN FRANCISCO and NEWPORT NEWS, Va., Feb.
8, 2021 /PRNewswire/ -- Salesforce (NYSE: CRM), the
global leader in CRM, today announced that Ferguson, the largest
U.S. distributor of plumbing supplies and a major distributor of
HVAC equipment, has selected Salesforce to power its digital
transformation. Ferguson will leverage the Salesforce Customer 360 Platform
to gain a single source of truth and complete view of its
commercial and residential customers wherever they are engaging
with the company—whether online, in the showroom or plumbing
counter, or on the phone—to better track and manage their projects
from anywhere.
Ferguson has been a trusted wholesale supplier of
direct-to-consumer and direct-to-business commercial and
residential plumbing and heating supplies for more than 65 years
with strong, often decades-long, relationships with contractors and
individual consumers. With the spike in essential construction and
home renovations due to the COVID-19 pandemic, combined with the
temporary closure of local showrooms, Ferguson needed to rapidly
digitize many key aspects of its business.
Ferguson will use Sales Cloud, Service Cloud, Commerce Cloud,
Tableau CRM, and Experience Cloud to create more personalized and
efficient experiences for customers across every channel, and
enhance their associates' productivity with:
- A Single Source of Truth: Salesforce's unified platform
will give Ferguson a 360-degree of customer engagement across its
different business units—enhancing associates' insight and
knowledge of each customer and their project and enabling them to
deliver more personalized service and support across every
channel.
- Connected Purchasing Experience: Salesforce's B2B and
B2C commerce solutions will help streamline the buying process for
customers—from initial inquiry to order processing and fulfillment.
Experience Cloud will give everyone involved with a project more
visibility, allowing Ferguson's associates to collaborate on orders
with the customer through an online portal where they can view and
manage supplies and materials.
- Intelligent Insights and Recommendations: Tableau CRM
will surface business insights from across the company and provide
both associates and customers with proactive product
recommendations and next best actions, such as replicating a
previous order.
"Ferguson is a great example of a business reimagining itself
for the all-digital world. Their vision is powerful—digitize every
touchpoint and experience for their customers, partners and
employees, while staying true to the essence of their brand," said
Bret Taylor, President and COO of
Salesforce. "We're proud to power their digital transformation and
use the Salesforce Customer 360 Platform to make their vision a
reality."
"Every decision we make is centered around our customers, and
our customer relationships are truly the foundation of our
business," said Michael Sajor,
Global CIO and SVP, Ferguson. "It's important that we maintain
these genuine connections and drive a personalized customer
experience not only at our brick-and-mortar Ferguson locations and
on our customers' project sites, but also in the digital space.
Salesforce is an important tool that will help us link the two
experiences, creating and celebrating the best digitally enabled
human relationships. The end goal is a seamless experience for the
customer no matter where and how they want to do business with
us."
About Salesforce
Salesforce, the global CRM leader, empowers companies of every size
and industry to digitally transform and create a 360° view of their
customers. For more information about Salesforce (NYSE: CRM),
visit: www.salesforce.com.
About Ferguson
Ferguson is the largest wholesale distributor of residential and
commercial plumbing supplies and pipe, valves and fittings in the
U.S. The company is also a major distributor of HVAC equipment,
fire protection systems, waterworks and industrial products and
services. Founded in 1953 and headquartered in Newport News, Va., Ferguson has sales of
$18.9 billion and approximately
26,000 associates in 1,400 locations. Ferguson and its subsidiaries
serve customers in all 50 states, Puerto
Rico, Mexico and the
Caribbean. Ferguson is part of
Ferguson plc (www.fergusonplc.com), which is listed on the London
Stock Exchange (LSE: FERG) and on the FTSE 100 index of listed
companies.
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SOURCE Salesforce