BACKGROUND & CONTEXT
Couldn't keep up with the unique customer requirements
The way people work is changing, and as a result, our spaces where we do our work are also changing. With over 25 years of expertise in flexible workspace solutions, The Executive Center is the third-largest
office space provider in Asia with a network spanning Greater China, Southeast Asia, North Asia, India, Sri Lanka, Australia and The Middle East.
With the growing base of their high profile customers, the account teams were not able to cope up with all custom requests and renewals that took too much time and impacted the sales productivity overall. Hence, the challenge was to introduce sales automation and simplification to their sales and service processes to become faster, more accurate and more customer-centric because.
For an existing Salesforce customer with 300+ licenses, we had to achieve the above with greater care and minimal disruption to current international operations.
ACTIONS
Streamlining and automating sales processes
After completing an initial analysis, the plan of action focused on adding value to the key stakeholders: customers and account managers. We introduced digital contracts, sales automation and achieved greater flexibility with standard features.
Digital Contracts
We introduced multi-language, digital contracts and e-signature solutions. By leveraging the available Appexchange solutions, we were able to customize different contract types and transfer this capability to the client for any template maintenance.
Approval Management
We combined digital contracts with fast and automated, logic-driven approvals which were tailored to the needs and organizational structures of different country teams.
Renewals
Our team dramatically improved the sales process by removing custom-coded solutions and introducing auto-renewal opportunities built mainly with standard features to enable scalability and flexibility for different office types. Follow up reminders and notifications before the original contracts expired were implemented so that a renewal deadline was never missed.
RESULTS
More productive account managers closing more deals
TEC elevated their sales and service excellence to new heights as their customer requests were expedited faster, with greater care, and personalization. The account managers can spend more time building relationships with high profile clients and less time administrating renewal contracts. The whole sales organization went paperless with increased accuracy and decreased costs.
The new opportunity management automation process set up by Namiru saves valuable time searching and reproducing original customer contracts.
Finally, the management gained extra visibility and precision on forecasting, the negotiation processes and price levels as all interactions and quotes are now traceable within Salesforce with fully customizable reports used on mobile phones.
We had the privilege of working with Filip and the team on our Salesforce revamp project. Team Namíru understood our requirements in detail and got up to speed with our current Salesforce implementation very quickly.