Client
Horticulture
Category
Challenge
Operational bottlenecks resulted from use of an underperforming CRM and a lack of integration between sales and after-sales processes. The scenario involved multiple non-integrated systems, resulting in constant re-work and wasted time. The customer experience was negatively impacted, and upsell opportunities were being missed.
Solution
The project began with a comprehensive mapping of internal processes. We redesigned workflows and aligned processes with Salesforce, customizing the CRM to maximize the platform’s potential.
We implemented Sales Cloud for customer management and sales automation, including industry-specific rules such as the ability to calculate rates based on geographic region. Additionally, we activated Service Cloud with Web-to-Case and Email-to-Case functionality and integrated a commercial tool for product personalization.
Results
- Over 50% reduction in service time
- Increased sales with the help of commercial automation and full integration
- Actionable insights generated for new marketing campaigns and customer retention initiatives
Strategic Impact
Biz2People transformed a limited CRM into a strategic, integrated solution. With specific automations and optimized workflows, operations became more agile, resulting in higher sales conversions in the agricultural sector.
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