With Salesforce, our reps now have a complete view of the customer and can add that personal touch, whether they’re in the office or on the road.”

Amanda Boorer, National Customer Administration Manager
 

19%

reduction in call centre volume

Products Used
 

Rinnai is behind some of the world’s most advanced hot water, heating and cooling systems. The global manufacturer has operations in almost 20 countries, including Australia where it’s committed to meeting demand for environmentally sustainable and energy efficient products.

These products range from heating and air conditioning units sold through retailers through to commercial hot water systems sold to property groups. Rinnai has transformed the way it manages relationships with all these customer using Salesforce.

“With Salesforce, our reps now have a complete view of the customer and can add that personal touch, whether they’re in the office or on the road,” said Amanda Boorer, National Administration Manager, Rinnai Australia. “It’s also streamlined our processes so we can be much more efficient.”

Rinnai’s customers include specialty appliance shops as well as retailers like Harvey Norman and The Good Guys with hundreds of outlets across Australia. A large network of external sales reps manages these customer relationships while an internal contact centre provides support.

Salesforce has helped bring these teams together, ensuring a seamless experience for customers who often submit requests through one channel and follow up via another. With the Salesforce mobile app, external reps can glance at their phone and see a customer’s last order or interaction with the contact centre. They can then walk into their next meeting ready for questions or complaints.

Andrew Boland, National Strategy and Planning Manager, Rinnai Australia, said service was much more proactive and responsive to customer needs. “In the past, reps wouldn't necessarily know about an issue unless the customer or contact centre rang them up. Now, they can see what’s happened in Salesforce and go into their meeting saying, ‘Hey, I know that you had an issue with that delivery this morning and here’s what we’re going to do’.”

 

In the past, reps wouldn't necessarily know about an issue unless the customer or contact centre rang them up. Now, they can see what’s happened in Salesforce and go into their meeting saying, ‘Hey, I know that you had an issue with that delivery this morning and here’s what we’re going to do’.”

Andrew Boland, National Strategy and Planning Manager

Today, sales teams are not only more connected through the use of Sales Cloud. They use Chatter daily to collaborate around opportunities and customer requests. They take pictures from the road of innovative merchandising displays and share best practices and competitive intelligence.

These updates combined with improved reporting gives management faster and greater insight into sales activities and trends. Also, with reporting largely automated through Salesforce, the team saves several hours a month previously spent building reports. “The sales team has more time to spend with customers, and the information they need to build better relationships,” said Boland. 

Rinnai is set to supercharge productivity even more with the implementation of Salesforce Quote-to-Cash for quoting on commercial hot water systems. It will automate CPQ (configure, price, quote), reducing the process from days to hours.

Boland says he envisions that one day reps will be able to deliver quotes as they finish up their sales meetings. Revisions will be much easier and faster as well.

“We’re becoming a more cohesive unit with Salesforce and it’ll be a huge source of competitive advantage,” said Boland.

 
 
Sales Cloud, Service Cloud, Marketing Cloud, Community Cloud
Financial Services, Sales Cloud, Service Cloud, Community Cloud
High Tech, Sales Cloud, Service Cloud, Midmarket

Ask about Salesforce products, pricing, implementation, or anything else — our highly trained reps are standing by, ready to help.