Telcowin Utilises Salesforce
In this week’s podcast, we invited Aries Richi, the Marketing Cloud Solution Specialist from Salesforce to join the discussion between Naveen James, our Salesforce Consulting Manager (recently made Director) and our Business Analyst, Farah Bachtiar. We wanted to talk about how Telcowin is empowered by Salesforce and how it could benefit yours too.
As we all know, Salesforce is a known global leader in the CRM world and what it does is it brings companies and customers together. But how do they manage that? Lets look into Salesforce Customer 360 to begin with. According to Aries, the Salesforce Customer 360 is a solution that helps customers with their digital transformation and it works across all teams within an organisation.
This enables every department of a company to have a single shared view of their customers. Meanwhile, Sales Cloud and Service Cloud are pieces that fit into the Salesforce Customer 360 platform. On one hand, Sales Cloud is used by companies to drive growth and modernise buying and selling for customers in the digital verse. On the other hand, Service Cloud is a technology for customer service. Even if this is your first time hearing about the Salesforce Service Cloud, chances are, your last customer service interaction, whether physical or online, was powered by the Service Cloud. That is how widely used the Service Cloud is.
Additionally, the Marketing Cloud is also a service which a part of the Salesforce Customer 360 platform. It’s function is to help companies and brands deliver personalised marketing communication through email, mobile, social, advertising, website and across all offline channels to build trust and create a meaningful relationship with customers. Essentially, using Salesforce takes away the manual process of data collection and is key to efficiency.
Quoting Naveen, Telcowin started using the very basic configurations of Salesforce and as we evolve, we continuously upgrade our usage by adding more functions and features. He adds that the annual Salesforce Sales Metrics show Telcowin has doubled our revenue in the past two years. And this year, we have so far seen a 50% increase in revenue. This in itself is testament that Salesforce adds value to an organisation
Farah talks about how Salesforce improves customer experience by giving an example of how people were forced to work remotely this past two years and this lead to the realisation that file sharing was segregated and employees were no longer able to just run to the next department for a single document. However, with the implementation of Salesforce, the game changed significantly.
Basically Salesforce helps organisations store all data in one place and makes it accessible to all. This way, all teams are able to function together on one single screen. Managing to reply to customers on time despite the pandemic was crucial to many companies and Telcowin was not spared.
Salesforce also helped a great deal in Telcowin’s sales team hitting targets by using a systematic process of reviewing numbers, leads and opportunities. In his former organisation, Naveen learnt that when a customer contacts them for a product, they had pretty much already decided on what they want before engaging. Therefore, according to Naveen, you cannot meet with a customer unprepared, you need to, by then have certain data on their needs and preferences. Salesforce Customer 360 helps a lot in this area. You would have a thorough research on the customer and go in already knowing what they require.
Check out this week’s podcast episode via Spotify at https://anchor.fm/telcowin/episodes/Telcowin-Utilizes-Salesforce-Too-e1kv5im to learn more on the overall benefits of using Salesforce.