- Each store had different formats for contracts and application forms, and there was a proliferation of paper, Excel, and outdated forms systems.
- We couldn’t find a solution that could connect with tens of thousands of product masters and POS systems, and also generate dynamic reports that were compatible with the invoice system and Japan’s Electronic Bookkeeping Law, which had no discrepancies with the POS tax breakdown.
- As the business expanded, the volume of forms issued grew exponentially, resulting in significant physical storage costs and management burdens.
CloudCrossing Japan合同会社
Customer Case Study
Specialized Japan G.K.
Balancing the best customer experience with business efficiency
- Specialized, the world's leading sports bike brand, chooses the AppExchange ecosystem "Butler Suite" -
Specialized Japan G.K.
- Company Overview
Specialized Japan G.K. is the Japanese subsidiary of Specialized, one of the world’s leading sports bike brands.
We offer a wide range of products, from professional competition bicycles such as road bikes and mountain bikes to E-BIKEs that are ideal for urban transportation and fitness.
Also, We are accelerating the expansion of our Specialized Store chain in Japan for providing customers with a direct experience of the brand’s vision and extensive product lineup. - Our Business
– Operation and expansion of Specialized Stores
– Wholesale of our own products to sports bike retailers
– Online Sales of bicycles and equipment through our official online store - URL
https://www.specialized.com/jp/ja
Used products
Salesforce document auto-generation solution “PDF Butler”
The only electronic signature solution for completing e-signature processes on Salesforce “SIGN Butler”
Seamlessly integrates Salesforce with Google Drive and Microsoft SharePoint “COLLABORATION Butler”
- One-click generation of POS system-linked invoice forms with a unified format.
- Smooth contracts without waiting for customers by using electronic signatures with SIGN Butler.
- Automatic storage of signed forms in Google Drive via COLLABORATION Butler to improve operational efficiency.
“The only solution that met 'our demanding requirements without compromise' was the Butler Suite ecosystem, which combines PDF Butler, SIGN Butler, and COLLABORATION Butler.”
Specialized Japan G.K.
General Manager Mr. Sekishi Chirikiri
Introduction: The world's leading sports bike brand takes on a new challenge in Japan
From road bikes to mountain bikes, and even E-BIKEs that are changing how we get around every day, “Specialized” is known as one of the world’s top sports bike brands.
Specialized Japan G.K. (hereinafter referred to as “the company”), the Japanese subsidiary of Specialized, is supported by enthusiastic fans and is currently working to improve the lives of riders and the brand in Japan.
At the core of this strategy is the “Specialized Store”, where customers can experience the brand’s worldview and extensive lineup through all five senses.
In particular, the company’s unique customer experience—where customers can touch the products and thoroughly test their performance—is a key strength, with many stores offering more than half of their inventory as test rides.
To consistently deliver this exceptional customer experience across all stores, regardless of whether they are company-owned or dealer-operated, the company adopted Salesforce as its business foundation.
However, behind this ideal, it faced the significant challenge of increasingly complex store operations.
Issues: Three points for further enhancing the best Customer Experience
The company’s General Manager Mr. Chirikiri recalls that the following three points were the main challenges in Salesforce-related operations at the time.
1. Inconsistent forms and inefficient business workflows
Contract and application forms varied from store to store. Paper, Excel, and outdated form systems were in disarray, not only hindering brand image consistency but also making staff work inefficient.
2. The unique speed of B2C operations and complex system requirements
To achieve real-time quotes and contract procedures without keeping customers waiting, the company built custom processes and screens instead of using Salesforce’s standard sales process.
However, within this customized environment, the company was unable to find a solution capable of generating dynamic forms that seamlessly integrate with tens of thousands of product master data and POS systems, while also complying with the POS tax breakdown system and the Japan’s Electronic Bookkeeping Law.
3. Massive document storage and compliance with stricter regulations
As the business expanded, the number of documents issued grew exponentially, resulting in significant physical storage costs and management burdens. Simultaneously, compliance with the Japan’s Electronic Bookkeeping Law became an urgent management issue requiring immediate attention.
The key to solving the problem: the concept of “gear ratio × cadence”
“For a bicycle to ride fast, it is important to multiply the weight of the gears (gear ratio) by the speed at which the pedals are turned (cadence). Our business is exactly the same. It is the multiplication of ‘a careful and excellent purchasing experience’ and ‘efficient business operations’ that determines the speed of growth.
While there are various approaches, ultimately, the key to growth lies in how much heavier gear—i.e., more advanced customer experiences and business scale—can be sustained.
Specialized Japan selected solutions based on this philosophy. The goal was not just to create forms, but to seamlessly connect the entire process, including electronic signatures and legally compliant secure storage. Above all, the solutions had to fit perfectly into the company’s proprietary Salesforce environment.
The only solution that met “our demanding requirements without compromise” was the “Butler Suite” ecosystem, which integrates PDF Butler, SIGN Butler, and COLLABORATION Butler.
Contract and Application Form Generation Flow
Solution: 3 Butler products worked as a “chain” to achieve the ideal operation
PDF Butler, SIGN Butler, and COLLABORATION Butler have accelerated the company’s business even further by connecting each business operation as a “chain.” Mr. Chirikiri says that he has seen the effects of implementing each application, particularly in the following areas.
- PDF Butler : Using custom objects and Lightning pages developed in-house, it perfectly automates the generation of invoices compliant with the Japan’s Electronic Bookkeeping Law based on Salesforce data. It eliminates tax discrepancies with POS registers and achieves uniformity in invoice formats.
- SIGN Butler : By digitizing contract procedures, we have achieved a swift closing process that does not keep customers waiting. Paperless operations are also progressing. (Rollout is ongoing.)
- COLLABORATION Butler : All issued and signed documents are automatically stored in a designated Google Drive folder per transaction. This not only complies with the Japan’s Electronic Bookkeeping Law but also enables direct access to documents from Salesforce, dramatically improving staff efficiency.
Order Form Sample
Seamless ordering process with electronic signatures
1. Face-to-face signatures (at the time of contract conclusion at the store)
2. Remote signatures via email (contracts concluding for customers living far away, or after test drives, etc.)
For the future: The chain will drive further growth.
Currently, the company is utilizing this system in technical check sheets prior to delivery, with the aim of further improving safety and quality. In addition, the company plans to introduce signature designs optimized for each product, with the goal of refining the customer experience down to the smallest details.
The best customer experience and the efficient operations that support it. As a “chain” that firmly connects these two gears, Butler Suite continues to powerfully drive Specialized‘s growth today.
Used Products
PDF Butler
An application that can automatically generate PDF, Word, Excel, and PowerPoint documents from Salesforce data.
SIGN Butler
The only e-signature solution that allows the entire signing process to be completed within Salesforce.
COLLABORATION Butler
An application that seamlessly integrates Salesforce with Google Drive and Microsoft SharePoint/OneDrive/Teams.
Contact us
If you have any questions about PDF Butler, SIGN Butler, or COLLABORATION Butler, or would like a product demo, please feel free to contact us using the web form below.