PROBLEM
Greenbank Recycling Solutions, a UK‑based provider of waste handling equipment and recycling consultancy, operates complex sales, logistics, and service processes centred around heavy machinery. As the business grew, legacy systems and reliance on spreadsheets created friction across departments and limited operational visibility.
Key challenges included:
- Over‑reliance on manual processes and spreadsheets
A previous CRM implementation failed to support Greenbank’s needs, forcing teams to fall back on manual data entry and disconnected workflows. - Complex quoting requirements
Pricing calculations were handled via spreadsheet‑based calculators that were prone to errors, difficult to maintain, and unable to cope with the many variables involved in customer quotes. - Inefficient document generation
Each sales opportunity required multiple technical and legal documents, with no automated way to generate accurate, configurable PDFs. - Fragmented business processes
Greenbank’s operations span sales, logistics, service, and field teams, but lacked a centralised platform to unify data, tasks, and communications. - Inadequate data storage and reporting
Critical business data stored in spreadsheets required constant manual updates and could not be reliably reported on. - Limited visibility across service and maintenance
Tracking maintenance requests, asset history, and service activity was time‑consuming and reactive rather than proactive.
Greenbank needed a scalable, automated Salesforce solution capable of supporting quoting, logistics, service management, and marketing within a single CRM platform.
SOLUTION
Cooper Parry Digital delivered a holistic Salesforce implementation, spanning Sales Cloud, Service Cloud, Marketing Cloud Account Engagement, CPQ, and Field Service Lightning (FSL), designed to automate workflows and centralise Greenbank’s operations.
The solution included:
- Salesforce CPQ for complex quoting
CPQ replaced unreliable spreadsheets with a robust pricing engine, automatically handling complex variables, conditions, and calculations to generate fast, accurate quotes. - Improved opportunity and workflow management
Automated notifications and stage‑based tracking provide stakeholders with clear visibility into pipeline progress and productivity at every stage. - Advanced logistics and asset tracking with Field Service Lightning
Field Service Lightning enables tracking of machinery, products, stock levels, and locations, translating service needs into actionable service appointments for field engineers. - Integrated case and maintenance management
Salesforce Service Cloud tracks maintenance requests, service cases, and full asset maintenance histories, allowing Greenbank to proactively schedule repairs and manage support more efficiently. - Automated document generation
Configurable PDF outputs streamline the creation of technical and legal documents associated with sales opportunities. - Simplified, reportable business processes
Custom objects and guided paths replaced spreadsheets and paperwork with structured, auditable workflows. - Marketing automation with Account Engagement
Dynamic lists and CRM integration enable automated lead segmentation and tailored onboarding journeys across multiple industries and sectors.
VALUE ADDED
The Salesforce solution delivered by Cooper Parry Digital transformed Greenbank’s operations into a connected, automated, and insight‑driven CRM ecosystem.
Key outcomes included:
- Significant reduction in manual effort
Automated quoting, workflows, and service processes replaced error‑prone spreadsheets and manual tracking. - Improved speed and accuracy of quotes
CPQ enables sales teams to deliver reliable, consistent quotes quickly, improving customer confidence and sales efficiency. - End‑to‑end visibility across sales, service, and logistics
Teams now operate from a single system with shared data, improving collaboration and responsiveness. - Proactive service and maintenance management
Asset histories and service tracking allow issues to be identified and resolved more efficiently. - Scalable, future‑ready CRM platform
The combined use of Sales, Service, Marketing, and Field Service Clouds provides a strong foundation for continued automation as Greenbank grows. - Measurable business impact
- £1.5m in rebates sourced on recycling
- 214,344 client hours saved across all sites
- 170,266 tonnes of recycled materials (LTM)
- Unified business processes
Salesforce now enables cross‑department collaboration, drawing together skills and resources to resolve tasks and customer issues effectively.
