What’s Inside?
- Integration of Sales and Service Cloud to create a consolidated 360-degree customer view.
- Digitalization of technical site surveys to enable real-time quote generation.
- Automation of the end-to-end sales process, including electronic signatures and financing tracking.
Context
Our client, a major player in the French energy sector, focuses on providing high-performance heating solutions that prioritize comfort and energy savings. To support its ambitious growth objectives, the company needed to modernize its information system and move away from fragmented data silos.
Challenges
The primary objective was to achieve a consolidated vision of customer interactions across all engagement channels. Key challenges included:
- Optimizing a complex customer management process to accelerate productivity.
- Providing management with better visibility and steering capabilities for commercial activities.
- Organizing the daily prospecting schedules for sales representatives more effectively.
- Eliminating manual technical documentation to speed up the sales cycle.
The Solution
Spoon Consulting implemented a robust multi-cloud Salesforce ecosystem tailored for B2C excellence. The architecture features:
- Sales Cloud & Service Cloud: Unified core for managing the lead-to-order lifecycle.
- Field Service: Supporting on-site agents and technical experts.
- Salesforce Mobile: Empowering the workforce with real-time data access in the field.
- SharinPix: Integrated for advanced image management during technical audits.
- System Integration: Seamless connection with external systems, such as CEGID, to ensure data consistency.
Our Contribution
Our team managed the end-to-end technical execution and functional design of the platform. We specifically delivered:
- Configuration and customization of the entire Salesforce environment.
- Development of a dedicated space for sales reps to manage tasks, appointments, and prospecting.
- Implementation of a modern call center and service console for request management.
- Creation of custom dashboards and performance reports for real-time management steering.
- Comprehensive user acceptance testing (UAT) and post-go-live support.
Benefits
The transformation has resulted in a more fluid and efficient organization:
- 360-Degree Customer Vision: Agents now have instant access to customer history, calls, orders, and requests.
- Seamless Departmental Collaboration: Communication is now fluid across logistics, sales, and after-sales service departments.
- Paperless Efficiency: Technical files are now digitalized, allowing sales reps to build offers directly based on site specifics.
- Accelerated Closing: Real-time tracking of financing proposals and integrated electronic signatures for orders.
Key Figures & Dates
- Project duration: 09/2018 – 05/2019
- Workload: 200 man-days
- Impact: 105 users
