360° view
Ospelt
360° VIEW OF THE CUSTOMER AND IT PARTNERS
Industry: Food manufacturing
Technology: Sales Cloud
Challenges: A central customer data solution
The customer lacked a central solution for the customer view as well as an overview of the customer contacts. In addition, the company IT was looking for a solution for its partner management. Since all data was maintained decentrally by individual employees, there was no transparency across teams and departments.
The goal was to introduce an IT platform as a central hub for all customer data and interactions with customers and their contacts. The introduction of the platform should take place within a few weeks.
In addition, teams should have an overview of current business opportunities, potentials and the status of individual transactions with customers and IT partners.
Furthermore, customer data should be accessible from mobile devices, so that the sales team could view the most current data at any time and quickly adjust it. An important point was the recording of product data at the POS (point of sale).
Solution: 360° customer view and a field service solution
The Salesforce platform was introduced as the central system. Customer and IT partner data is now collected and maintained in the Salesforce Sales Cloud. Sales processes and IT projects are also tracked in the Sales Cloud.
A Store Check solution was developed for field sales staff to visit sales outlets and record current product data.
The new solution enables a 360° customer view for all areas and IT projects. No matter where the employees are, they can access and maintain the data both at their workplace and on the road via the Salesforce Mobile App.
An authorization concept in line with requirements ensures that the individual teams can only edit or view the data that is relevant to them.
