CUSTOMER SUCCESS STORY

Transforming Consumer Experience with Salesforce Community Cloud

transforming-consumer-experience

The client is a leading innovator and provider of advanced, high-quality air conditioning solutions for residential, commercial and industrial units globally with a strong presence in Australia and New Zealand. With more than 5 decades of history in the ANZ region, the company is hailed for its innovative technologies in the Heating, Ventilation & Air Conditioning (HVAC) industry.

Project Background

With a large percentage of the client’s B2C sales being dealer led, the client needed a direct channel of engagement with their consumers, to have better control of the sales and after-sales consumer experiences. While a mobile app allowed consumers to explore the product catalogue and help them decide on the right product(s), the ability to have their consumers buy the product(s) directly from them and also manage the after-sale installation was missing. Below is a summary of the outcomes the client wished to achieve with this engagement :

Expected Outcomes

Solution

CRMIT through a combination of a consumer portal built using Salesforce Community Cloud and through new integrations, connecting all systems and stakeholders, addressed the above expectations.

The portal integrates with the mobile app and now allows the client to continue the journey with the consumer, driving the entire sales cycle and also the installation of products bought.

With the new portal,

consumer-journey

 Benefits

  • Improved consumer experience with direct control and visibility of the consumer buying journey at all points in time.
  • Complete visibility and transparency for all stakeholders at each stage of the buying and fulfilment cycle lead to better collaboration, more accountability which translated into increased customer trust.
  • Better order tracking and management with real-time visibility on the order and the fulfilment status.
  • Better lead-to-sale conversion ratio on direct leads and also a faster Quote to Cash cycle

COMPANY

COUNTRY

ANZ

INDUSTRY

Heating, Ventilation, and Air Conditioning

PRODUCTS OR SERVICES

… CRMIT was great as they understood the working culture and as well as the business requirement as some of the critical operations were not part of out of the box solution …

Enterprise Solutions Architect,

Information Technology

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Expertise
matched with
customer success

1500+

Successful Customers

Engagements

4.9/5

AppExchange

CSAT

600+

Salesforce

Certifications

21+

Years Of 

Customer Success

Appexchage Rankings Global