SAP CX Partner |

Achieving Customer Delight. Celebrating Customer Appreciation.

Watch our customers speak

Enabled Woodgrain to digitally transform their CX processes by leveraging SAP Sales Cloud and SAP Service Cloud.

Mark Miller

Sales & Distribution – IT Function Owner at Woodgrain

Talks about the sheer strength and caliber of Knack Systems’ business analysts, their SAP Platform expertise, and the value the Partner brings to the table.

Jen McLeran

Customer Experience Manager at Windsor Windows & Doors | A Woodgrain Company

Shares the experience of seamless communication between Knack Systems’ onshore & offshore teams.

About the Project

Based in Fruitland, Idaho, Woodgrain is a worldwide manufacturer of moulding, exterior door frames, interior split jambs, doors, windows, and lumber. The Windows division at Woodgrain was on a very outdated Salesforce platform for almost 13 years. They were in a position where - regardless of how they wanted to proceed with streamlining the sales process– it was going to take a lot of work. It was when they started focusing on the SAP CX platform for an effective solution.

Business Objectives

  • To improve operational efficiency of the Sales and Field Service teams of the Windows division of Woodgrain
  • To upgrade their legacy CRM platform, which was expensive & required custom integration and development
  • To help their sales and service processes with simplification
  • To achieve better visibility, insights, and collaboration and promote cross-selling

Woodgrain decided to leverage the services of Knack Systems and utilize SAP Sales Cloud and SAP Service Cloud to create a single view of their customers, transform how sales and field service teams work together and lay the groundwork for an unrivaled experience for Windsor’s customers.

Significant Outcomes

  • Implemented a scalable and enterprise-wide solution
  • Replaced a legacy CRM with Sales Cloud, leveraging standard integration technology
  • Simplified the account promotion process
  • Integrated service requests for different parts of the business
  • Provided the Sales team with access to service requests for better customer coordination
  • Enabled mobile access to all relevant data for the Sales team
  • Enabled continuous improvisation during Application Management Services (AMS) Support

Ready to transform your Customer Experience by leveraging the SAP CX platform?

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