Cymmetrik’s commitment to innovation also extends internally. The company is currently embracing an extensive digital transformation that has begun with modernizing the sales function.
Manually managed Excel spreadsheets have been replaced by a recent Sales Cloud deployment that Donald expects to generate a 10 per cent increase in annual revenue.
“One of our challenges was how to drive sales by looking forward, not behind,” says Donald. “We have nine manufacturing facilities and two liaison offices around the world, so there was a need to connect sales teams in different locations and to synchronize the latest data for better opportunity management across our sales teams. Sales Cloud allows us to achieve this.”
“We need mobility, and now all our sales professionals can access the latest version of customer records with the Salesforce app at any time, from anywhere,” adds Ernie Tang, Salesforce Project Leader at Cymmetrik. “We’re using Sales Cloud to connect our offices to one system and everyone can see the lifecycle from opportunities to leads to closure.”
Ernie says that Sales Cloud has also solved the problem of losing customer information when a sales person leaves the company: “When a sales person resigns, we can still see all the customers’ information in Sales Cloud. Our view of the customers doesn’t change – anyone can search and get the right information.”
Sales Cloud is also delivering more data that the management team can use to assess the performance of sales staff and improve overall productivity.
“For example, prior to Sales Cloud, sales people had to make their own customer organization charts in Excel or by hand,” says Ernie. “These had to be manually updated many times as staff at customer organizations changed, and not everyone could access the latest version. Now, Sales Cloud automatically displays contact hierarchies and organization charts that we can all access.”
This all adds up to better hygiene around customer information, as well as faster customer response times and turnover rates, and an overall improvement in efficiency.