Toll

In the past, if a customer were to interact with two different teams it was like dealing with two different organisations. Salesforce helps bring together our processes and data to provide a more consistent experience.”

Roberto Calati, Global Head of Enterprise IT Performance, Toll Group
 

Toll Group blazes a trail to streamlined service on a global scale

Toll Group’s continuous transformation has seen it evolve from a single horse and cart business to one of the world’s leading logistics companies. It has grown through acquisition and currently employs around 40,000 people in more than 50 countries. It is now continuing to expand and evolve with a focus on operating as “One Toll” and breaking down silos created by past acquisitions.

Toll Group has turned to Salesforce to help deliver on its strategy and win over customers in new growth areas across Australia and the world.

Accelerating transformation in the cloud

Service Cloud has replaced legacy, on-premise systems with a cloud-based solution more suitable to Toll Group’s global reach. Together with Sales Cloud, it provides a single, real-time view of customers and transactions, improving sales and service.

The rollout involved 1,600 users across Australia, New Zealand and the Philippines and took just nine months – about half the time dedicated to similar sized projects at Toll.

 

Previously some customers said it was hard to do business with us. Salesforce is helping us to transform our processes to remove those difficulties.”

Brenton Watson, CRM Business Manager at Toll Group

Simplifying the customer experience

It has been less than one year since the rollout and already Toll Group is delivering a more unified customer experience.

“Previously some customers said it was hard to do business with us. Salesforce is helping us to transform our processes to remove those difficulties,” said Brenton Watson, CRM Business Manager at Toll Group.

Toll Group itself has benefited from an improvement in call handling times. It has gained additional efficiencies in sales by using custom objects and automated workflow in Service Cloud to streamline lead management.

Toll has started its Salesforce journey in a part of its Global Express division, and the continued rollout of Salesforce and use of Marketing Cloud for campaigns will support Toll Group to connect more effectively with customers across all touchpoints.

“In the past, if a customer were to interact with two different teams it was like dealing with two different organisations. Salesforce helps bring together our processes and data to provide a more consistent experience,” said Roberto Calati, Global Head of Enterprise IT Performance, Toll Group.

 
 

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