Botero’s business is built on relationships and it has used its transformation to keep customers at the centre of its operations. For example, Shelly Quinn who leads Sales, Service, and Training Support at Botero, is able to allocate sales opportunities through Sales Cloud and ensure reps follow up in a timely manner. She also has added visibility of customer interactions which allows her to drop into cafes and pick up on conversations where the last rep left off.
It is a completely new way of working for Quinn who has always preferred paper and pen over computers. However, the ease of Salesforce and the visibility it provides has won her over.
"After a bit of trial and effort, I found using Salesforce quite easy. I now love opening it up every morning and having all of this information at my fingertips. I can keep up with what everyone’s doing rather than bringing reps or technicians in to ask what's going on," said Quinn.
Botero plans to add to these benefits by working with Cattle Dog Digital to improve reporting and extend the use of Salesforce to manage activities like scheduling of routine maintenance. Botero is also considering the use of FinancialForce which would allow it to integrate its accounting activities with Salesforce.
"We’ve achieved a lot in the last six months and even if we stopped now, we’d be happy. However, we also know that we’ve just scratched the surface in terms of what’s possible," said Salter.
Asked for his advice to other small businesses embarking on a digital transformation, Salter said it was important to be clear about the problem you want to solve and then trust the experts.
"We have been really lucky in our journey and had great guidance throughout, so I would say find the right people and trust them."