For most people, their dog is more than a pet; they are a full-fledged member of the family. Because of this, Release the Hounds, a Vancouver-based dog walking and boarding company, understands how important it is to treat them as such. James Woller, Co-founder and VP of Business Development, set out to make sure his small business was setting standards in the pet care industry to provide the best experience for their customers – the dogs.
“I remember when there were still paper files on each of the dogs. All of the information was scattered and, in a lot of cases, it was just oral, stored in people’s heads and then handed down,” recalls James. “A lot of mistakes were being made so we looked for a platform that we could develop to collect and house all that information and that’s what led us to Salesforce.”
James then needed to find a partner to help him customize Salesforce Sales Cloud in a way that would let Release the Hounds scale in size, while increasing customer trust through a personalized experience for each dog and owner.
During the “Talking Out Cloud: Size Doesn’t Matter” webinar, co-hosted by Torq Systems and Salesforce, James explained how Torq Systems helped Release the Hounds accomplish its goal of systematizing their business to ensure they could gain customer trust by knowing the important details about their pets.
James was joined by Aaron Zuccolin, General Manager of Torq Systems, and Tom Charron, Senior Director of Sales Cloud Product Marketing at Salesforce, to talk about how Salesforce helped his small business. James outlined three keys to success for Release the Hounds’ Salesforce implementation:
1) Define a plan and roadmap for the different phases
Release the Hounds has engaged with Torq Systems on three different projects over the years. During the first phase, Salesforce Sales Cloud was implemented and customized for Release the Hounds. This included a custom “Dog” object for employees to track important details about the pets they were walking, and a customized Salesforce1 app for dog walkers to access on the go. Once the first phase was complete, and users were comfortable with the platform, the company automated their accounting process through Salesforce and then, in the most recent phase, they integrated with DocuSign to further automate their business processes.
2) Create an iterative and collaborative project
Each phase of this project required James’ input to ensure that any modifications were adding to the company’s efficiency. Torq Systems’ iterative approach let James see the platform working for his company throughout development, which gave him a stronger understanding of how it could be tailored specifically to Release the Hounds. This approach was used throughout the project to the point where James was able to outline specific data points to collect in the custom dog object, such as allergies and food specifications.
3) Include customizations that improve day-to-day business operations
One-size does not fit all for Salesforce Sales Cloud, so Torq Systems helped James understand which customizations would help Release the Hounds become even more efficient. As James mentioned during the webinar, the business integrated with DocuSign to cut down on the errors caused by manually entering data into the Salesforce Sales Cloud. “In the last year of over 40,000 (dog walks), we’ve only had four mistakes. I mean it’s unheard of, but when we house all the information and data in Salesforce, it has allowed us to nearly eliminate operational errors.”
Release the Hounds is just one example of how small businesses can leverage Sales Cloud to enhance the way their company runs. Learn more about Release the Hounds’ journey with Sales Cloud in the “Talking Out Cloud: Size Doesn’t Matter” webinar, now available on-demand.