🚴 Case Study: Integrating a Service Model into Salesforce for Velo Bikes

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Role: Salesforce Administrator
Organization: Blue Road Academy
Type: CRM Setup & Workflow Automation

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🔍 Overview

Velo Bikes, a fast-growing mobility company in Amsterdam, needed to modernize how they tracked and delivered their 2-year bicycle Service Plans. Previously, all service tracking was handled in Excel, which led to inefficiencies and data fragmentation. The company wanted to integrate this unique service workflow into Salesforce to unify their CRM processes and streamline service operations.

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⚙️ Challenges

• Scattered Data: Purchase and service plan data were managed in separate tools, causing inconsistencies.

• Manual Scheduling: Monthly service visits were planned in Excel, increasing the risk of errors.

• Lack of Communication Automation: No system was in place to automatically notify customers about completed visits or upcoming appointments.

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🛠 Solution Approach

Our team built a customized solution inside Salesforce by leveraging both standard and custom tools.

🔧 Data Model Design

• Created a Service Plan data structure linked to Opportunities to capture service entitlements.

• Used Tasks (standard object) to represent monthly service visits by technicians.

• Implemented record types for B2B and D2C customers using Business Accounts and Person Accounts, respectively.

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📅 Automation & Communication

• Developed flows to automatically create monthly technician tasks for 2 years post-purchase.

• Set up email automation to send customers summaries after each visit, and reminders for the next scheduled maintenance.

• Integrated Web-to-Lead forms with enhanced auto-response emails for better customer onboarding.

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🧑‍🔧 Technician Experience

• Created a Technician Dashboard using Salesforce tasks for real-time tracking and updating of service visits.

• Enabled onsite data capture, improving service documentation accuracy.

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✅ Outcome & Impact

• Centralized CRM & Service Data: All customer, purchase, and service details are now in one Salesforce system.

• Improved Operational Efficiency: Automated task creation reduced manual scheduling efforts, saving time.

• Enhanced Customer Experience: Automated emails kept customers informed and improved engagement.

• Scalable Model: This setup can be expanded as the company grows and new service plans are added.

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🧩 Tools & Features Used

• Salesforce (Leads, Accounts, Contacts, Opportunities, Quotes, Tasks, Email Templates)

• Flows & Automation

• Web-to-Lead with Enhanced Letterhead Templates

• Record Types & Custom Picklists

• Data Import for Product & Price Book Management

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📈 Conclusion

This project successfully transformed Velo Bikes' Excel-based service model into a scalable Salesforce solution. It not only streamlined internal workflows but also improved customer communication and satisfaction—laying the groundwork for future growth.

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