PROBLEM
VegTrug is a UK‑based retail brand on a mission to make gardening more accessible and enjoyable for people of all ages. The company designs and manufactures sustainable raised planters that allow users to grow vegetables at a comfortable working height, supporting both wellbeing and sustainability.
As VegTrug scaled rapidly and expanded globally, its internal systems struggled to keep pace. The business relied on a mix of legacy platforms, including a custom‑built CRM, Sage, Hootsuite, and Excel spreadsheets. This fragmented approach led to inconsistent processes, limited customer visibility, and unreliable reporting.
Key challenges included:
- Disparate business systems
Sales, service, and social interactions were spread across multiple platforms, resulting in data inaccuracies and silos. - Overwhelmed customer service teams
Customer queries arrived via phone, website, and multiple social channels, with no central system to track, prioritise, or resolve cases efficiently. - Inconsistent global processes
Without a unified CRM, teams worked in different ways across regions, reducing efficiency and scalability. - Lack of customer visibility
VegTrug had no single view of customers spanning sales, service, and engagement activity. - Inaccurate management reporting
Inconsistent data capture across countries made it impossible to trust key metrics at management and board level.
VegTrug needed a unified platform to standardise processes, consolidate customer data, and support scalable growth across sales, service, and digital engagement.
SOLUTION
Cooper Parry Digital implemented a connected Salesforce platform using Salesforce Sales Cloud, Service Cloud, Digital Engagement, and Marketing Cloud, delivering a single, scalable solution for VegTrug’s global operations.
The solution included:
- Structured sales processes
Salesforce Sales Cloud was configured with defined sales workflows tailored to different opportunity types, including drop‑ship, free‑on‑board, and trade sales. - Centralised customer service with Digital Engagement
Service Cloud enables VegTrug to manage customer queries from phone, website, email, and social channels in one place. - Social media engagement and listening
Marketing Cloud Social Studio allows VegTrug to respond to comments and direct messages across Facebook, Twitter, LinkedIn, and Instagram directly from Salesforce. - 360‑degree customer view
All sales, service, and social interactions are captured within a single CRM, giving teams full visibility of customer activity at any time. - Real‑time reporting and dashboards
Salesforce reporting provides accurate, consolidated insight across regions, with scheduled dashboards delivering key metrics automatically. - Uniform global processes
Standardised data capture ensures consistency, improves reporting accuracy, and accelerates user adoption. - Board‑level visibility
Reliable, real‑time reporting supports strategic decision‑making at senior leadership level.
VALUE ADDED
The Salesforce solution delivered by Cooper Parry Digital enabled VegTrug to modernise operations, improve customer experience, and scale with confidence.
Key outcomes included:
- 30% faster customer service resolution
Cases are now managed centrally and resolved more quickly across all channels, including social media and email. - A single source of customer insight
Teams can view complete customer profiles and engagement history at the click of a button. - Improved sales efficiency
Structured sales processes ensure opportunities are captured correctly and followed through consistently. - Accurate, real‑time reporting
Leadership now has trusted insight into sales, service, and engagement performance across the business. - Increased business efficiency
Consolidated systems and automation reduced manual effort and improved operational clarity. - High user adoption and scalability
Uniform processes make it easier to onboard users and scale operations globally. - Future‑ready digital foundation
Salesforce now underpins VegTrug’s continued growth, innovation, and customer engagement strategy.
VegTrug now operates with a modern, connected CRM platform that aligns sales, service, and digital engagement—supporting exceptional customer experiences and sustainable growth.
