Customer Success Story
Account Engagement – Friend not Foe
A knowledge gap hindered Harlequin Floors' Account Engagement use. Nebula's technical audit and training established clear ownership. Avoiding cancellation, the confident team now manages their investment, driving adoption and meaningful results.
Users
107
Salesforce Products
- Account Engagement
- Sales Cloud
- Service Cloud
Harlequin Floors is a leading manufacturer of permanent and portable flooring solutions for the arts and entertainment industry. Their expertise is demonstrated through high-profile projects, such as producing the performance floors for leading entertainment shows and collaborating with world-renowned venues such as the Royal Opera House, New York City Ballet, and the Paris Opera Ballet.
Nebula have been great to work with. Prior to working with them we had no idea how to use the system (it was a brand new tool to us) and Nebula got us up and running with it, helping us to use the features to enhance the business needs.
The Challenge
- After implementing Account Engagement, Harlequin Floors were left with a knowledge gap in marketing automation and lacked the confidence to use the tool effectively.
- There was no clear ownership of the platform within the team, making it challenging to drive adoption and maximise its value.
The Solution
- Nebula conducted a technical audit of its Account Engagement setup to assess the existing configuration.
- Delivered introductory training sessions to build confidence and understanding of how to use the tool effectively.
The Impact
- Initially, Harlequin Floors were considering cancelling their Account Engagement subscription due to past frustrations, but after seeing the value it could deliver, they decided to continue.
- The customer gained confidence in using the platform and began making meaningful use of their investment.
- They now have a dedicated user who has taken ownership of the platform, driving better adoption and results.
The Space Aldgate,
Irongate House,
22-30 Dukes Place,
London EC3A 7LP
Irongate House,
22-30 Dukes Place,
London EC3A 7LP
