Providing structured and consistent processes to manage sales pipeline

Domino Printing


Founded in 1978, Domino has established a global reputation for the continual development and manufacture of its total coding and printing technologies that meet the needs of manufacturers and sets new industry standards in quality and reliability.

Through a global network of 25 subsidiary offices and in excess of 200 distributors, the Domino Group operates in over 120 countries employing over 2,900 people worldwide with manufacturing facilities situated in UK, China, Germany, India, Sweden, Switzerland, and the USA. Domino is an autonomous division of Brother Industries Limited. Brother Industries Limited is a public company based in Nagoya Japan and is listed on the Japanese Stock Exchange.

The challenge

As part of a corporate commitment to continuous improvement, Domino had been looking for ways to increase its level of service and ease of interaction with its global network of Distributors. A key approach was to drive greater automation and process management of the leads and cases that the company shares with its Distributors. A system that provided a single point of data access to this data and a portal within which to manage collaborative activity was identified as a good step forward. Domino had been a Salesforce customer for many years and had recently upgraded to Lightning, but it was only Domino’s in-house teams and direct sales channels that had access to the system. So, Domino opted to run a pilot using Salesforce’s Partner Relationship Management (PRM) system. The pilot’s purpose was to validate the usability and value of such a tool with a small sample group of Domino’s distributors. A successful pilot would over time then see a broader rollout to the full global Distributor network. 

The solution

Although Domino has its own development team, as none had direct experience of working with Salesforce’s PRM, Domino opted to engage an accredited Salesforce development partner. After researching options, Domino selected makepositive for its experience, knowledge and expertise in Salesforce Partner Portal development. makepositive set up the user interface and incorporated the well-established processes Domino already had implemented in its Salesforce Lightning deployment. Domino and makepositive collaborated closely in an agile development and deployment, supported by a full programme of training and User Acceptance Testing.

The benefits

The solution equips Domino’s participating Distributors with the same structured and globally consistent sales lead management processes from its direct business to help drive mutually beneficial revenue performance. It also enables much easier collaboration between Domino and its Distributors on any project issues or extra requirements such as samples requests. The project was completed within the designated timescale, and to the agreed budget. Feedback at launch was that the project had been a positive experience for the Domino team and its participating Distributors, both of whom were beginning to see value from the PRM platform straight away.