The Client

At a Glance
Cloudwerx have helped Sutton Tools maximise their Salesforce investment and leverage their data to accelerate global growth, deliver sophisticated sales engagement and drive further demand in a high tech manufacturing field.

About Sutton Tools
Sutton Tools have been manufacturing high-quality cutting tools in Australia since 1917. A true Australian success story, they have never stopped innovating and today are a global leader with sophisticated manufacturing plants in Australia, New Zealand and the UK.

Learn how Sutton Tools cracked the code to staying ahead.

Challenge

Sutton Tools have always innovated. They embraced new manufacturing processes early on helping them leapfrog competitors by producing more accurate and reliable drills. Their innovative mindset also is applied to running their business. They were an early adopter of Salesforce to help expand their customer relationship capabilities.

Two years ago, they were ready for the next step, to utilise their data sources to provide better sales insights and customer service. With over 20,000 SKUs and detailed specifications for those products, there was a lot of data to handle, and they were unsure exactly how it could be leveraged.

See how Sutton Tools turned 20,000 SKUs into smarter selling.

Solution

Sutton Tools were recommended to Cloudwerx who were experts in cloud data, insights and AI.

Cloudwerx’s proprietary Tesseract design methodology provided insight into users, their needs and pain points, supporting adoption to drive business value. Through this process they identified opportunities to deliver the data to customers to help them with their product selection, purchasing and inventory management.

Implementation involved using Snowflake to draw data from M3, an ERP used by manufacturers and distributors, and utilising Data Cloud and CRMA from Salesforce to integrate with Sutton’s existing Salesforce platform. They then rolled out Account360 to provide embedded analytics that deliver the insights in the work flow so sales and service professionals do not need to reference multiple applications for those insights.

Results

These new capabilities have transformed how Sutton Tools views their customers. Their analytic assets help the sales team manage customer relationships far better with greater clarity and the ability to target customers with relevant offers.

On the customer side they are empowered with a suite of analytics and information on product preferences and availability, service levels, warranties and promotions direct from their ‘My Sutton’ portal. This drives significant value for the customers and strong differentiation for Sutton. A significant outcome has been a dramatic drop in incoming customers calls, up to 70%, giving sales teams the opportunity to focus on higher value customer relationship work.

Looking ahead their new flexible, AI enabled, and data driven platform has opened up opportunities to look at agentic AI to further enhance customer satisfaction.

Discover how Sutton Tools cut calls by 70% and boosted customer satisfaction.