Kelowna RVs + EBQ
EBQ empowered Kelowna RV to maximize their Salesforce use from day one.
The Challenge
Based in Canada, Kelowna RV has been the leading RV dealership in the British Columbia area for over 20 years. Before partnering with EBQ, they were excited to continue growing with the use of a CRM.
Kelowna RV initially invested in CDK as their DMS system — primarily leveraging their inventory management, service, financing, sales, and accounting functions. However, they were not making use of CDK’s CRM capabilities, such as the ability to log opportunities. As a result, there was a lot of misalignment between sales and marketing.
That’s when they brought in Jeff Wilson, their new Director of Marketing. He was tasked with two major initiatives:
- To improve communication between sales and marketing
- To unify all customer data into one single pane of glass
After much consideration, he ultimately decided to advocate for Salesforce.
“With the growth that we were trying to do, Salesforce worked the best for our growth trajectory. Our primary goal is to get the sales team and the marketing team to be communicating with each other because, back then, we were just sending leads off to them and didn’t hear much feedback on what happened to them,” said Jeff.
The Solution
SALESFORCE IMPLEMENTATION AT EBQ
During Kelowna RV’s conversation with their Salesforce AE, they discussed their overall business goals. From there, the salesperson directed them to EBQ.
“They were like, ‘Look, this is who you guys need and they’re the right choice.’ So when we met with EBQ, EBQ brought the right energy. We needed a solution right away, and EBQ was ready to hit the ground running,” explained Jeff.
Within six weeks, EBQ created a customized Salesforce solution for Kelowna RV — which resulted in a usable system to track each customer and their lifecycle.
Throughout the entire implementation project, Jeff was most impressed by EBQ’s transparency, hard work ethic, and responsiveness. Despite the tight turnaround time, EBQ was able to spend extra time to make sure Kelowna RV got everything they needed from Salesforce.
“Being able to see every progress, every comment, and every task in the project management system was impressive,” said Jeff. The EBQ team was also able to break down CRM jargon to make sure everyone was on the same page.
From there, Jeff and his team could review EBQ’s progress in real time and actively make suggestions on how to set up their Salesforce platform.
“EBQ’s specialist said, ‘We want to make sure that Salesforce is the right solution for you, right?’ So we felt comfortable going back and requesting changes based on our needs. The EBQ team really made sure we got what we wanted,” said Jeff.
The Results
Today, Jeff and his team are able to track everything and make strong data-driven decisions. Thanks to EBQ’s training sessions, the entire Kelowna RV team feels comfortable navigating through their customized platform.
“EBQ promised us that they were going to give us the tools so we can navigate Salesforce on our own — and they did. They set me up for success, and they were there for me whenever I had any questions. Now, I’m able to actively pull reports — and I’m pumped on that,” said Jeff.
But what’s even more exciting for Jeff is how EBQ has inspired Kelowna RV to communicate better with their fellow remote teammates.
“We just got some new hires, so I wanted to communicate with them just as how EBQ had communicated with us. Being able to join forces in a remote setting will influence how we’ll approach projects in the future,” said Jeff.
When reflecting on the overall implementation project, Jeff was impressed with EBQ’s collaboration efforts.
“I need to shout everyone out from the Business Consultant to the Project Manager to the Certified Specialist. Each of them was very helpful and was there for everything that needed to happen. They were like a well-oiled machine and were very efficient,” said Jeff.
EBQ was really accommodating in terms of their price and what they’re able to accomplish. They were big on hand-holding, which is something the other guys didn’t really offer. EBQ was right there for us.
Kelowna RVs + EBQ
Kelowna RV was able to properly leverage Salesforce from the start with the help of EBQ.
