After taking over a business struggling to make headway in the industry, Ozolins was determined to do things differently and set a new standard in service. First, she needed to get rid of the paper-based processes holding her team back.
“I came into the office at the peak of our busy season and there were hundreds of leads piled on the floor. Our reps were calling each one and manually booking in appointments,” said Ozolins. “I knew we could not carry on as usual. We needed Salesforce in order to scale and grow.”
This decision transformed the business. Team members are no longer sifting through paperwork and putting out fires each day. Instead, they’re guided by workflows within Salesforce to solve issues before they arise. Reps have new insights to sell smarter and use Pardot to nurture those leads not ready to commit.
For management, one of the biggest benefits is the ability to track how the business is performing each day. All of this data is helps to drive smarter decisions around sales and marketing, fuelling SP Screens’ success. Its customer and lead database has tripled and customer satisfaction has jumped 25%.
“We work in an industry where the majority of providers still rely on paper, Salesforce has helped us to connect our business digitally and take the lead on service,” said Ozolins. “It’s created a better experience for our employees and helped us attract new talent.”
Next, the business plans to rollout Field Service and take advantage of Salesforce to automate more processes and improve service. It’s a strategy that’s sure to help it win even more customers and continue on its expansion.