Cosmo Films

Solution Requirement

Many of the company’s sales and customer service functions were being managed manually via email and spreadsheets. Delays in responding to customer queries and service complaints were eroding customer trust, and management teams were unable to get an accurate view of customer interactions.

Lead management and sales employee performance measurement were also being managed manually, leading to cumbersome and errorprone processes.

Solution Deployment

Prior to implementing Salesforce, customers and partners emailed or called in to the sales team to manually track their orders and register product enquiries.

Salesforce’s Community Cloud provided a portal that they now use to track orders and upload product enquiries with supporting photographs for faster case resolution.

With less time spent on manually fielding customer calls and emails, the sales team is better able to focus on developing leads. And this has been further improved by Sales Cloud.

Solution Benefits

The Salesforce Customer Success Platform solved these problems by helping the sales team to easily track, score and manage leads in a centralised system with a formalised sales funnel. And information is easy to manage on the move, with the Salesforce1 mobile app. This, says Jagdip Kumar, Dy. General Manager - Head-IT Cosmo Films Ltd, has significantly increased sales revenue.

Sales Cloud’s rich performance metrics have also transformed how Kumar and his management team assess the performance of their sales staff. Before Salesforce, Sales perofrance was assessed broadly, in monthly or quarterly reviews. Now, Sales Cloud provides smart analystics for a more detailed, daily view-available on any device, anywhere.

“Our sales team is now driven by real-time numbers and everyone knows how they are performing and management no longer has to wait until monthly or quarterly reviews to learn that employees are exceeding, or not tracking to, their sales targets.” JAGDIP KUMAR, Dy. General Manager- Head IT, Cosmo Films Ltd