PROBLEM
Love Hemp is the UK’s leading CBD brand, supplying award‑winning products to over 2,000 retailers including Boots and Holland & Barrett. Built on trust, quality, and transparency, the business has grown rapidly without external funding and was preparing for the next phase of scale, including ambitions to list on the London Stock Exchange.
However, Love Hemp’s sales and customer service operations relied heavily on Excel spreadsheets and email‑based working, which restricted growth, reduced visibility, and slowed response times.
Key challenges included:
- Outdated, manual CRM practices
Customer, sales, and service data was managed through spreadsheets and inboxes, resulting in silos and inefficiencies. - No formal sales process
Leads and opportunities were not managed through a structured flow, leading to slow follow‑ups and missed sales opportunities. - Siloed working across teams
Sales and customer service enquiries were handled individually by email, limiting shared visibility and collaboration. - Inefficient customer support
Support requests were unmanaged, with no clear visibility of open, in‑progress, or resolved cases. - Limited reporting and insight
Management struggled to generate accurate reports and lacked the insight needed to make strategic decisions as the business scaled.
Love Hemp needed a modern CRM platform to unify sales and service operations, improve visibility, and support scalable growth.
SOLUTION
Cooper Parry Digital implemented Salesforce Sales Cloud and Salesforce Service Cloud, delivering a fully integrated CRM platform designed to streamline sales, improve customer service, and provide actionable insight across the business.
The solution included:
- A single source of truth for sales and service data
Salesforce unified customer, lead, opportunity, and service‑case data into one platform, breaking down silos and improving transparency. - Structured lead and opportunity management
A defined sales process was introduced, supported by validation rules to ensure key information was captured consistently and opportunities were not missed. - Salesforce Service Cloud implementation
Customer service teams now manage cases through a shared portal, enabling clear ownership, faster responses, and improved collaboration. - Automated case routing and tracking
Service Cloud automatically assigns cases to the right people and tracks resolution times, improving efficiency and accountability. - Advanced reporting and dashboards
Sales and service dashboards provide real‑time insight into pipeline performance, case volumes, resolution times, and top customer accounts. - Process automation and efficiency tools
Features such as DocuSign integration and email synchronisation reduced manual tasks and improved end‑to‑end process efficiency. - Optimised workflows across the organisation
Structured sales and support flows enable consistent, efficient working practices at scale.
VALUE ADDED
The Salesforce solution delivered by Cooper Parry Digital enabled Love Hemp to modernise operations, improve customer experience, and scale with confidence.
Key outcomes included:
- Improved sales management
Structured lead tracking and faster follow‑ups reduced missed opportunities and improved conversion rates. - More efficient and responsive customer service
Centralised case management increased response speeds and customer satisfaction. - Elimination of silos
Sales and service teams now work from the same data, with full visibility of customer interactions across the business. - Advanced, actionable reporting
Leadership has access to real‑time insights to support smarter strategic decision‑making. - Reduced manual effort and improved productivity
Automation and digitised processes freed teams to focus on higher‑value work. - Scalable CRM foundation
Salesforce provides Love Hemp with a future‑ready platform capable of supporting continued growth and public‑market readiness.
Love Hemp now operates with structured, efficient sales and customer service processes that support long‑term scalability while protecting the brand’s high standards of trust and service.
