City centre businesses often have complex and numerous requirements when it comes to waste services, needing more regular collections than those typically provided by local councils and a more personalised service to fit in with their business operations. First Mile provides low cost recycling and waste collection services to city centre businesses in London and Birmingham, relying on salesforce.com to streamline its sales pipeline and provide excellent service to more than 10,000 customers.
Founder and CEO Bruce Bratley believes Sales Cloud has been crucial to managing the rate of acquisition: “Our sales pipeline is very busy and we need to be able to juggle a lot of balls at once. We’ve gone from acquiring three customers a day to ten and we couldn’t have done that without salesforce.com.”
Bratley’s sales team uses Sales Cloud to manage its full sales pipeline, from lead development through to customer onboarding and account management. He says his team found Sales Cloud very quick to pick up and run with. Having carefully considered what features they’d need and starting off with a basic interface, with a small number of fields, they gradually built in greater functionality to suit the company’s changing needs.
As a start-up entrepreneur, it was important to Bratley that the solution he chose would be easy to pick up without an IT team working behind the scenes, and he says he found the “perfect match” in salesforce.com. "I wanted a web-based service that would enable me to add new users as and when I needed to, and that I could access when I was out of the office," he says. "The best thing about it is that my sales team and I have been able to easily customise the interface without needing specialist IT skills."
In addition to saving the company money with its relatively low entry-level cost, Sales Cloud has also helped Bratley to cut the cost of customer service and acquisition by streamlining processes like lead generation and customer onboarding – and ensuring the whole team has visibility of specific tasks.
"Salesforce.com fits our culture perfectly – it’s low cost, social and completely mobile,” he concludes. “The level of support we’ve received from them has been fantastic. If I started the business again, Sales Cloud is the first thing I’d buy."