Case Study

Efficient Processes and Time Savings With Salesforce

"We estimate that within a few months after the implementation, we have achieved 2 times faster order execution, which resulted in 34% more orders being accepted the year after" - CEO of a small production company from Poland.
The need for a flexible and scalable solution was driven by the growth of the company. Customers’ database expanded and new employees joined the sales team. More incoming orders raised a few questions. How much time is needed to complete the order? Are there any so-called "bottlenecks" in the process of sales and order execution? What are their possible causes?

The analysis of the sales process showed, among other things, that sometimes customers wanted to withdraw an order already at the stage of its execution, or that there were customer inquiries that remained unattended by the sales team for too long.

Salesforce offers a lot of out of the box features but each company has specific processes that require dedicated customisations.

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Challenges

  • Lack of a full picture of the customer relationship - updating data and maintaining its reliability was a huge problem for the company. They analyzed a lot of things "out of their heads". The knowledge was not sufficiently available and shared. The departure of an experienced employee could also mean the loss of this knowledge.
  • The flow of information between team members working on a deal - offers and projects were usually prepared from scratch and it was not possible to see the history of documents developed during the execution of previous orders. Communication between individual departments required improvement.
  • No standardised sales process - the lack of a flexible and scalable customer relationship management system also prevented the introduction of a standardized SALES PROCESS.

Outcome

Today, the sales team spends more time efficiently supporting the customer from the moment of receiving an inquiry or order.

A well executed customisation of Salesforce enabled savings of the time spent previously on routine tasks through by:
  • automated assignment of the lead to the salesperson by territory, competence, and type of order;
  • automated redirection of leads in case of too much workload of a given salesperson;
  • personalized email templates for repetitive communication types;
  • notification to management about unattended leads;
  • generation of offers and invoices in PDF format with deadline reminders.

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