SalesForce (Links project): key users in the subsidiaries very soon
SalesForce is the CRM (Customer Relationship Management) software chosen to facilitate the work of the Sales, Services and Customer Operation teams. Its deployment in the subsidiaries has just started thanks to the relay of key users trained to become local consultants for the solution.
The deployment of SalesForce is starting with an initial group of seven subsidiaries: France, Spain, Italy, Germany, United States, Australia and China. Everyone will be counting on a team of three key users, one representative per business line: Sales, Services and Customer Operation.
“The key users will be responsible for training their subsidiary before the software goes online. Their work is essential, as they can communicate with the teams in their native language. This is important to facilitate the adoption of the solution,” says Cristina Royuela, the “Services” Digital Project Leader.
Training… and plenty of discussions
The key users have already taken part in regular meetings to familiarize themselves with the solution and fully understand its interest. They were then invited to H3 from January 30 to February 3 for two days of training followed by three days of UAT (User Acceptance Tests).
It is now up to them to share their new skills with their subsidiaries. “The H3 teams are still there to support them, but the key users will ensure the continuity of the tool within the subsidiaries.” This will be followed by the final step when SalesForce goes online. The first to be up and running is planned to be the United States at the end of February, and all the subsidiaries in the first group will become operational during 2023.
Better management of customer relations
Setting up SalesForce is significant for Haulotte. It reinforces the customer experience strategic focus. The software gives a 360° vision of each customer: their account, their contacts, the services they use and everything that happens on their machines.
The sales teams can thus offer services or products which correspond exactly to each customer. They also have the history of the customer and their requests. This data can be used to seize a sales opportunity.
“For the solution to be optimal, everyone needs to use it and update it!” warns Cristina Royuela. All the data from the ERP has been integrated into SalesForce after being “cleaned”. It is now up to the teams to adopt the tool and update it regularly to improve performance.
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