Success Story:

The laser manufacturer company was facing a challenge in managing their field service tracking and successful closures, as they were previously logging queries on Excel and over the phone. This was a time-consuming process and often led to delays in sign-offs from customers.

In addition, the company was struggling with lead capture and conversion, as their previous CRM could not capture leads effectively or track the customer journey to the required granularity. Better communication with prospects, faster follow-ups with buyers, and the creation of personalized proposals were also among their requirements.

To overcome these challenges, the laser manufacturer company implemented Salesforce. With the Sales Cloud, they were able to capture leads from multiple channels and track the progress of every lead. They also created proposals using BOM to streamline the process and implemented an approval process that was tailor-made as per the client's requirements.

Salesforce also provided a custom solution to track every product, monitor logistics and delivery, and better coordinate between internal and external teams like service engineers. A location tracking system via GPS, expense tracker, job cards, and checklists was also built to optimize efficiency.

The post-service portion was also made more efficient, as technicians were now able to file service reports on their mobiles, leading to faster reporting and reduced billing cycles by an average of 15 days. This resulted in quicker collections, ultimately improving the company's bottom line.

Furthermore, with Salesforce, all customer service calls and emails were consolidated on Service Cloud, which routes cases according to criteria such as product, urgency, and expertise. Service tickets were pushed to Salesforce Field Service, where the scheduler had a complete view of agent availability and other relevant details. This made it easy to assign tasks and optimize schedules for field technicians, ultimately resulting in quicker service and better customer satisfaction.

Overall, the implementation of Salesforce has greatly improved the customer experience with the laser manufacturer company. Customers can now expect faster and more efficient service closures, better communication, and personalized proposals. The coordination between internal and external teams has also greatly improved, leading to optimized efficiency and quicker billing cycles.

We highly recommend Salesforce to any business looking to streamline its processes and improve its customer experience. It has been a game-changer for the laser manufacturer company and it can be for your business too.