Bittn’s transformation has included moving all of its data into Salesforce for a unified view of each customer. The business is also using Sales Cloud to manage ongoing relationships with customers, including construction companies and other commercial entities.
Many of these customers require regular pest control visits, but in the past, it was difficult to keep track of everything which meant that some visits were never scheduled. Other times, visits would be scheduled and completed, but not invoiced. It was a poor experience for customers and contributed to as much as $200,000 AUD per annum in leaked revenue.
Salesforce has helped Bittn resolve these issues and adopt more seamless and scalable processes for sales and service. For example, all customer details are now captured in Sales Cloud and, with PandaDoc from the AppExchange, contracts can be generated in just a few clicks. Sales Cloud also drives renewals by creating new opportunities for the sales team when contracts are set to expire.
Meanwhile, Field Service generates recurring appointments for customers who need them and Salesforce integration with Xero ensures every appointment is invoiced. These changes have not only put a stop to Bittn’s revenue leakage, but contributed to a 16% increase in revenue per technician. This is in addition to a 12.5% increase in revenue that’s resulted from scaling into new regions—something that’s only been made possible through using Salesforce to manage technicians across multiple states.
The benefits are expected to grow as Bittn continues to expand its use of Salesforce and automate more of its business processes. Robertson is particularly excited about Einstein Vision which will allow the business to diagnose problems remotely using AI. For example, with the help of photos or videos, technicians could classify the type of termite a customer has and determine what treatment is needed. This would cut down on site visits and free up technicians to support more customers.
Bittn is also exploring the use of Slack to collaborate on customer service. The business is already using the secure channel-based messaging platform to collaborate on product development which has helped to save time during project sprints and replaced slow email traffic with instant messaging.
“Being a part of the Salesforce ecosystem has exposed us to a number of businesses in the high growth space and given us greater insight into global best practice, whether it be in sales, operations, or field service,” said Robertson. “It’s been helpful to me personally and informed our technology roadmap.”
Robertson has also benefited from more granular insights to make decisions and lead the business in the right direction. For example, Salesforce provides a clearer picture of Bittn’s sales pipeline as a whole as well as breakdowns by state and customer account.
And what’s most exciting is how Bittn is capitalising on this pipeline with 30% to 50% year-on-year revenue growth.
“Having used CRM before, I underestimated the impact Salesforce would bring. We now realise how things are meant to work in a modern day business and can see the platform driving growth,” said Robertson.
