Hoang and her team turned to Sales Cloud and Salesforce Inbox for the solution, now using the platform across multiple teams with varying use cases.
“We looked at Salesforce for a number of reasons,” Hoang explains. “Sales Cloud gives us the flexibility to scale, and a more seamless way to understand performance metrics.
Amongst the teams using Sales Cloud are the Revenue team and Marketing. “From sales directives to customer success management and qualifying leads in the marketing pipeline, Sales Cloud gives us a comprehensive, holistic view of all the revenue components.” said Hoang.
She also explains how the Salesforce ecosystem and the ease of third-party integration via the AppExchange has been critical for the company. “We were able to seamlessly integrate third-party tools for lead scoring and pre-sales. Salesforce enables us to centralise platforms and data across components, and create a single source of truth.”
Sales Cloud also supports the collaboration the company needs to successfully manage a highly distributed global revenue team. In addition to teams in Vietnam and Atlanta in the US, Katalon employs sales reps across the region including Philippines, Myanmar and India.
“Vietnam has a talented workforce. However, to optimise serving customers worldwide, we want to be able to hire from anywhere,” Hoang says. “Sales Cloud enables us to keep track of all employees’ progress across regions, and gives us the ability to work more collaboratively.
“Our goal is to utilise Salesforce to streamline the entire funnel and understand what part sales owns, and what part customer success owns, and divide those tasks while maintaining a seamless experience across the entire customer journey.”
The customer success team is also using Sales Cloud to support and automate customer engagement. Hoang says that Katalon’s large customer base presents challenges for the customer success team to touch every account.
“We rely a lot on automation through Sales Cloud,” she explains. “For example, we have an automated mechanism through Sales Cloud that goes out to our existing customer base as a campaign before renewal time. We remind them that their renewal is coming up, and ask if there is anything we can do to help them.”