Case study · Piano retailer
Running a multi-showroom piano business on one Salesforce org
A multi-showroom piano retailer sells new and restored pianos through multiple showrooms supported by warehouses and a delivery team. Since 2020 Parquet has built their operating system on Salesforce: serialized inventory, warehouse-to-showroom move orders, piano holds, trade-ins and rentals, quotes with dynamic terms, invoices and credit memos, payments, and a Salesforce Field Service rollout.
At a glance
- Client
- Piano retailer
- Industry
- Specialty retail (pianos)
- Status
- Ongoing
- Platforms
- Field Service, Salesforce, Sales Cloud
- Services
- Sales Operations (SalesOps), Project Management (PMO), Finance Operations (FinOps)
The challenge
- Every piano is a unique, serialized item that moves between warehouses, showrooms, and customers' homes.
- Sales, logistics, and accounting each needed the same record, with different views and permissions.
- History lived in ACT! and spreadsheets, and invoicing ran separately from sales.
What we built
Serialized inventory
Custom components for active inventory, quantity available for sale, warehouse locking, and serial-number rules so users can't create or edit stock records they shouldn't.
Move orders and logistics
Move orders and move logs with approval by both showrooms for internal transfers, multi-stop moves, reverse moves, incoming pickups and trade-ins, and holds that expire and return pianos to stock.
Quote to cash
An Add/Edit Products component with discounts and tax handling, quote templates with dynamic terms and conditions, invoice templates, credit memos, payments, and Closed Won automation based on paid-in-full.
Data migration
Historical customer data migrated from ACT! into Salesforce.
Field service
A Salesforce Field Service rollout for deliveries and service work, plus a customer Experience site.
The result
- Sales, logistics, and accounting work from one record per piano and per customer.
- Moves between locations require approval from both sides, so pianos don't disappear between showrooms.
- A five-year relationship with a running backlog managed in monday.com.
Technology
Salesforce Sales Cloud with custom Lightning Web Components and Flows, Salesforce Field Service, Experience Cloud, payment integration, QuickBooks proof of concept.
Platforms
Services
Questions we hear
Can Salesforce manage serialized inventory for a retailer?
Yes, with custom objects and components. For this retailer we track every piano by serial number across warehouses and showrooms, including holds, transfers, trade-ins, and rentals.
Can quoting and invoicing run inside Salesforce?
Yes. Quotes with dynamic terms, invoices, credit memos, and payments all live on the opportunity, and the deal closes automatically when it is paid in full.
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