We expect the volume of service to rise, and I believe we will rely on the Premier+ Success team to support that growth. We are extremely happy with the relationship.”

Laurent Martinache, Senior IT Manager
 

As a leading provider of elevators, escalators, autowalks, and other innovative, eco-efficient solutions, KONE is a global leader in the urban development industry. As such, the company maintains call centers in more than 60 countries worldwide that provide rapid 24-hour responses to sales and service requests at breathtaking, sky-high properties.

For more than a decade, KONE has relied on Salesforce to power its sales and service, including more than 20,000 field technicians. Today, KONE has more than 7,000 users of Sales Cloud and Service Cloud around the world, with at least one user in every country where the company has customers. Company leaders expect the number of internal Salesforce users to grow to 12,000 in the next few years with the consolidation of its systems into cloud platform.

“We service more than 1 million sites and operate call centers in every country to respond to requests for sales quotes, maintenance requests, and emergency technical calls,” said Laurent Martinache, Senior IT Manager. “Some call centers are very large operations where we have a lot of customers, while some serve smaller countries. It is important to have a scalable, flexible solution to keep our CRM platform accessible to all our users.”

 

The Premier+ Success team is so well integrated in our processes, that most of our internal users think the people answering their requests are KONE employees.”

Laurent Martinache, Senior IT Manager

By using Premier+ Success, KONE’s IT group that supports Salesforce has been able to remain lean. The Premier+ Success team supporting KONE usually includes five to six part-time employees who respond 24/7 to user requests for administrative needs in Salesforce, including building reports, creating new users and changing permissions. Premier+ Success team members can also efficiently redirect and escalate tickets.

“We organise by country, for example, so when a user wants access to multiple countries, this requires approval,” Martinache said. “It is important that the user understands the organisation to make these decisions.”

The Premier+ Success team resolves about 400 tickets a month, and closes more than 90% of them within 48 hours. By contrast, Martinache said, tickets for other software vendors may take several days to resolve. CSAT surveys regularly reveal satisfaction rates of higher than 95% among internal users.

“We are proud that we have found a way to work together to deliver efficient support through our long partnership,” said Martinache. “I love the performance of the Premier+ Success team.”

The Premier+ Success team has saved KONE’s IT department from needing to hire more staff. The team can scale and adapt to the company’s needs.

The weekly case review between KONE and Premier+ Success allows the KONE IT team to study three to four cases logged by different users. This helps KONE staff better understand the organisational needs and the processes for resolving requests, while allow them to benefit from Salesforce expertise and technical knowledge. The reviews also bring the teams closer together.

“The Premier+ Success team is so well integrated in our processes, that most of our internal users think the people answering their requests are KONE employees,” Martinache said. “They are a fully trusted team.”

As the KONE IT department invests heavily in the future of the company’s technology platform to support global growth, Martinache said he believes Premier+ Success will continue to play an important role.

“KONE is a customer-focused company, and it’s necessary for us to have all the right tools and processes in place to put our customers at the center,” Martinache said. “We expect the volume of service to rise, and I believe we will rely on the Premier+ Success team to support that growth. We are extremely happy with the relationship.”

 
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