Tseng and his team have turned to Salesforce as a key tool for process optimisation with the ultimate goal of improving the customer experience through better segmentation and data-driven customer insights.
At present, HLJH has 2,700 customers in Taiwan. Prior to Salesforce, individual sales representatives retained customer information, which left limited information accessible to the company and exposed HLJH to customer data loss when a sales representative left the organisation.
“Before we introduced Salesforce, interdepartmental communication of customer information and requirements was weak. This caused laborious and time-consuming operations,” says Tseng. “Customers are retained by providing differentiated services. We needed to start by better understanding our customers so that we could deliver proactive service.”
As Taiwanese companies traditionally require sales representatives to be in charge of developing new markets and consolidating services related to repurchase and after-sales, HLJH’s sales department did not have the tools to effectively manage the entire customer journey.
“If any part of this journey is missing, customers will not receive the best service,” says Tseng. “Salesforce is changing that for us. Prior to Salesforce, when customers were first introduced, our team was unable to track major sales opportunities in real time.”
Tseng favours Salesforce for its customisable interface, which he says gives the HLJH the flexibility required to create dynamic solutions.
“It’s like when you receive a new phone,” he says. “The built-in basic module of every handset is the same, but the phone is completely different from the moment you start to use it because you download the apps you want to use. Salesforce is the same for us – it’s a user-friendly system with great flexibility.”