Corporate Traveller’s customer success team is now using Sales Cloud. It helps them pick up where the sales team leaves off and personalise communication and support. The team is also set to go live with Einstein Activity Capture which will reduce time spent on reporting and allow more time for planning. This will help to ensure customers are supported with the right products and services and that their experience is as seamless as possible.
Travel managers and teams like finance have more recently begun using Sales Cloud, enabling the business to collaborate around a single view of the customer.
“Every touch point we have with the customer is in Salesforce which guides us to deliver a more connected experience,” said Harpur. “This has been especially valuable during COVID-19 and supported a very targeted process to stay in close, regular contact with our 4,500 strong customer base.”
Tracking everything in Salesforce and using that data to contact customers at the right time with the right messages also helped Corporate Traveller improve its NPS by 22 points to reach a high of 92. The business was also able to retain the majority of its customers during the pandemic, despite the decreased opportunity for travel.
Corporate Traveller is now streamlining collaboration with Quip. The sales team has taken the lead with the adoption and is using it to share and collaborate on documents and provide visibility of sales results. It has solved the challenge of collaborating with colleagues using different platforms and productivity tools and eliminated 15 days annually spent by management preparing quarterly and year-end sales reports. This is time that can now be better spent analysing results and coaching sales reps.
With support from Salesforce, Corporate Traveller has replaced the manual reports with an interactive leaderboard which is refreshed automatically with information from Sales Cloud. Harpur shared that it not only saved time, but made performance easier to manage.
“Our sales targets are constantly changing and as a sales leader that’s hard to manage, so to have access to all of these metrics updated live in Quip has been game changing,” Harpur said.
Heidorn remarked that the support from Salesforce in delivering this and other productivity improvements had been key to helping the business navigate what was a challenging time.
Corporate Traveller is now working with Salesforce to build on these benefits and reduce the technical complexity that’s been built up over the years with so many areas of the business using Salesforce and adding on new applications and integrations. With guidance from the Professional Services team, the business wants to simplify their technology landscape and use clicks, not code, in order to innovate faster and be more agile to change. For example, using Salesforce Lightning Flow, Corporate Traveller will be able to automate manual tasks like filling in forms which take up a large part of travel managers’ time.
Salesforce integration with other systems used by Corporate Traveller will enable further efficiencies by initiating and automating downstream processes like the creation of customer accounts in the business’ online booking tool.
“As a travel company in the middle of a pandemic we’ve had to continually find ways to do more with less and we’ve had really strong support from Salesforce throughout,” said Heidorn. “It’s super exciting to build on that partnership and create an environment that makes it easier to take advantage of all that Salesforce has to offer.”