Case Studies

Digital transformation: a leap towards innovation

A security and surveillance company which has been a Global Security Provider for over 100 years, operating in the virtuous mix of innovative technologies, end-2-end services, processes and organisation, is faced with an ambitious project to comprehensively remodel its sales processes, from lead acquisition to various nurturing and conversion processes, up to quote preparation and customer management.

Background

Our client is a company founded in 1914, with consolidated skills and experience gained in surveillance and security. It has progressed over time by strengthening its monitoring and proactively managing alarms and interventions, and by developing specialised skills in designing, implementing, integrating, maintaining and managing technological platforms and solutions for physical security, access control, video surveillance, satellite monitoring and ICT infrastructure protection.

Following transformations of the market it operates in, the company decides to start a digital transformation process to radically change its approach to customers. It decides to adopt the Salesforce CRM platform and an offer configurator (CPQ) to manage opportunities and related quotes, which will have the right quality/cost ratio and replace a custom solution that had shown its limits. On top of this, it will extend the use of the platform to support the provisioning and post-sales aspect.

Decisions and actions

We therefore supported the customer in the digital transformation project, through creating and configuring a new CRM to replacing or complementing legacy solutions that could not satisfy evolving company needs.

In the first phase, as well as implementing the CRM, we also introduced a CPQ solution based on the Platform platform: we used navigable configuration trees with a structure based on Folder/Link, Process Builder and Salesforce Flow. Everything was rigorously configured by No-Code components, which can be modified over time by the customer itself, even without technical programming skills.

The project also envisaged adding and configuring a Document Composition component and integrating with SAP through Web Service interfaces, to make changes to customer data and manage quotes.

The next phases will also include creating a Field Service solution for installers and maintenance personnel, post-sales management and evaluation surveys after purchase and installation.

Results

The new CRM is expected to significantly improve use and navigation by the sales force, greatly simplifying reporting and helping to track actions taken. This will allow better assessment of potential customers throughout their purchasing process, with a very competitive licensing and implementation cost.

Creating a CPQ has also given the company a tool designed to suit its needs and easy to modify within the CRM itself.

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