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So­lu­tion Re­quire­ment

Rapid growth has nearly eclipsed its op­er­a­tional ca­pa­bil­ity, trig­ger­ing an am­bi­tious dig­i­tal trans­for­ma­tion. The pri­mary ob­jec­tive is to con­nect man­age­ment and ev­ery busi­ness line with a seam­less flow of in­for­ma­tion.

Elec­trotherm was sift­ing through spread­sheets and emails to un­der­stand cus­tomer re­quire­ments, which was a big drain on time and re­sources.

Elec­trotherm was also miss­ing de­tails around their cus­tomi­sa­tions and pref­er­ences – in­for­ma­tion it needed to de­liver fast ser­vice. De­lays in the busi­ness are costly for cus­tomers – ev­ery hour that Elec­trotherm’s equip­ment is in­ac­tive within their sites loses the cus­tomer rev­enue. It knew that to be suc­cess­ful it needed to put the cus­tomer first and elim­i­nate that loss.

So­lu­tions De­ploy­ment

Trans­for­ma­tion takes time in the man­u­fac­tur­ing space, but in just three months Elec­trotherm has achieved re­mark­able progress. This early suc­cess is sup­ported by Sales­force part­ner Saas­force, which de­liv­ered to ag­gres­sive time­frames to min­imise the dis­rup­tion to Elec­trotherm’s busi­ness and en­sure quick suc­cess.

Elec­trotherm in­tends to dif­fer­en­ti­ate it­self in the mar­ket as a clear leader in ser­vice and is fast re­al­is­ing this am­bi­tion. Agents and en­gi­neers now have a com­plete view of cus­tomers, prod­ucts and sup­plies in one place that is easy to ac­cess from any­where. It means they’re equipped to solve prob­lems faster to min­imise cus­tomer down­time and rev­enue loss.

So­lu­tion Ben­e­fits

Also for the first time, Man­age­ment has de­tailed re­port­ing on cus­tomer com­plaints and res­o­lu­tion. It can track the progress of key projects and an­a­lyse the suc­cess of mar­ket­ing cam­paigns. And, it’s this holis­tic view of how ev­ery line of busi­ness in­ter­op­er­ates that is mak­ing the big­gest dif­fer­ence to the cus­tomer ex­pe­ri­ence.

“In the past, re­port­ing was quar­terly and it was dif­fi­cult to get an ac­cu­rate fore­cast. To in­crease mar­ket share and com­pete in­ter­na­tion­ally, we needed that big­ger pic­ture of the busi­ness which Sales­force pro­vides. It’s re­ally ex­panded our point of view and helped in­form de­ci­sions like where we should out­source,” explained Dr Rahangdale.

“We didn’t have easy ac­cess to data on our cus­tomers and projects, which im­pacted cus­tomer ser­vice. We saw the Sales­force Cus­tomer Suc­cess Plat­form as a way to turn that around, giv­ing us a con­stant flow of rich data to ser­vice cus­tomers faster and drive new op­por­tu­ni­ties.” DR VISHAD RAHANGDALE, CIO, Elec­trotherm

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