Service Corporation International (SCI), the largest provider of funeral and cemetery services, is dedicated to making the families they work with comfortable in their time of grieving. Their 24,000 dedicated employees, operating from a network of 2,000+ funeral homes and cemeteries, assist families with the compassion and guidance they need during difficult times.

In 2014, SCI transitioned from a dated lead-management system to Salesforce Classic, which gave them better insight and increased connection both internally and externally to serve families. However, when Jessica Stuckey, Director of Sales Enablement at SCI, sought out more information about how her 4,300 sales reps (counselors) engaged with families through Salesforce Classic, she discovered in a 2016 survey that some counselors wished to further improve their productivity and overall experience.

That is when Stuckey looked to Salesforce Lightning Experience as a new solution. In just 4 months with the proper internal training, marketing, change management, and analytics, Stuckey smoothly led her team to 95% Lightning adoption for her sales organization.

Originally, her team struggled with a plan to align Salesforce with their everyday needs. However, with internal rebranding and the next generation, consistent look and feel of Lightning Experience on the desktop and mobile app, Stuckey tailored the system as well as their communication and training to meet the unique needs of her sales organization. In addition to the superiority of Reports and Dashboards in Lightning over competitors, the simple drag-and-drop capabilities of Lightning components, Workspaces, and Dynamic Pages allowed for a fully customizable, personalized user-experience without having to build the custom Visualforce pages required in Classic. Due to these changes, Stuckey's counselors have been able to improve their strategy and approach to selling and relationship management with the community and their families.

“Salesforce is an exciting technology that will allow us to be more organized, efficient and enable us to present all options to the families we protect”

-Jessica Stuckey, Director of Sales Enablement at SCI

Juxtaposed to the 2016 survey, counselors today have nothing but good things to say about their Salesforce experience. “Salesforce is an exciting technology that will allow us to be more organized, efficient and enable us to present all options to the families we protect,” Stuckey confirmed. Counselors leveraged their internal call center for several weeks and several training vids SCI built themselves for their specific org rather than relying on Salesforce training videos/resources. With Lightning, faster and smarter collaboration and productivity meant SCI could help families preserve memories to transcend generations, and to honor, commemorate, and celebrate the lives lost.

“Don't let the system define your process; sell the value of the system to your users, and keep it simple.”

-Jessica Stuckey, Director of Sales Enablement at SCI

Stuckey's advice to Trailblazers struggling to transition to Lightning after witnessing its power firsthand? “Don't let the system define your process; sell the value of the system to your users, and keep it simple.” Want to learn more about if you can do a big-bang Lightning rollout to improve your sales and customer experience? Download this Guide to Lightning and begin your journey to Lightning Experience! #LightningNow

Join us on May 16th in our Webinar Series — Lightning Lounge: Customer Heroes with Jessica Stuckey and learn how Jessica drove +95% adoption at SCI with the adoption of Salesforce Lightning and is taking SCI to new heights.