ISAAC Instruments Supports 30% Year-On-Year Growth With Salesforce.
Find out how ISAAC Instruments is scaling up with four key steps to success.
There are some industries that are essential to our day-to-day lives, and trucking is one of them. In fact, without trucking, many of us would be without clean drinking water within just seven days.
ISAAC Instruments works with transportation companies across North America to simplify trucking, with in-cab software and comprehensive fleet management that makes journeys as easy as possible for drivers and managers. With driver shortages, rapidly changing regulations, and safety always a priority, the trucking industry faces numerous challenges, and ISAAC Instruments is focused on helping them address each of these with its smart technology.
With the expansion of the industry, increased use of technology, and the company’s thriving market share, ISAAC Instruments has three growth factors, which are contributing to 30% year-on-year growth. The company has doubled its headcount in the last two and a half years to support this expansion. But to stay efficient and maintain service levels to its clients, it needs a scalable and integrated business platform – which led it to Salesforce.
ISAAC Instruments went live with Sales Cloud, Service Cloud, and Pardot in June 2018, just six months after signing the contract. With the digital platform, it has centralized client and business data, enabling more scalable and intelligent sales, service, and customer communications.
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1. Increase visibility of clients and the business.
With numerous disparate systems, sales, marketing, and client experience teams were siloed and unable to collaborate and share client information.
Now, every colleague at ISAAC Instruments uses a centralized CRM system to track client health and understand their satisfaction level before getting in touch – whether for sales, service, or marketing. “Sales managers on the road can now access the latest data,” comments Julie Phaneuf, Chief Operations Officer (COO). “This helps them prioritize actions and make the right decisions, even if they’re in a different time zone to their colleagues.”
It's not just client information that’s more accessible – the digital platform captures and measures business objectives, strategies, and KPIs so everyone is aligned. These figures form the basis of weekly meetings, and help predict inventory requirements to streamline purchasing timelines. “Business transparency was particularly important when COVID hit and we had to work from home,” comments Jacques DeLarochelliere, CEO/Chairman/Co-founder. “With a central platform, we were able to continue serving clients and acting as a team, regardless of where we were working from.”
2. Scale-up service.
ISAAC Instruments prides itself on the quality of its customer service. “Responsive and helpful after-sales service is vital to client satisfaction and retention – it helps us stand out from others in the market,” explains Melanie Simard, Director of Compliance, Client Service & Technical Support. “But with our rate of growth, it wasn’t efficient to scale manually – we needed to introduce automated processes to help.”
With integrated service management capabilities, the company has unified service data across channels, including email, website, client center, and phone, so service agents don’t have to search for information when they pick up the phone. The solution also uses automation algorithms to prioritize incoming calls and place them in different queues.
These capabilities enable a better experience for clients, while increasing efficiency for users. As a result, a 21-strong client services team is able to handle at least 600 to 700 service requests every week.
Since using the solution, ISAAC Instruments is able to meet technical support SLAs more easily – in particular, first answer SLA success rates have increased from 40% to 98%.
Service dashboards display statistics around different case categories, which helps the development team improve features and align the product roadmap with client needs. To further enhance its service capabilities, the team is also rolling out an AI chatbot.
3. Empower clients with self-service.
Today, clients want access to services round-the-clock – particularly in trucking, which is a 24-hour industry. To meet this demand, ISAAC Instruments decided to provide clients with an online community where they can explore its solutions and services for themselves. “We started our online community with a knowledge base of articles, guides, and other content to share with clients,” explains Phaneuf. “Clients can also view their cases and create tickets directly in the portal.”
Since it was launched in February 2019, the team has added additional features, such as the ability to book and rate an installation, order parts or training, manage contact details, and access a list of ISAAC-authorised installers. Next, the company is planning to add a link to live chat.
4. Integrate capabilities with finance.
ISAAC Instruments’ finance team is also an avid user of the centralized digital platform, using it to manage tasks, set follow-ups, and manage orders. When a sale occurs, the platform automatically notifies the team to share the good news and initiate the order process. “With integrated invoicing, we no longer have to re-enter information, and clients have a better view of their monthly bill,” comments Phaneuf. “Whenever we’re looking at something new – from a project management system to VoIP – our main priority is that it integrates with Salesforce.”
With its end-to-end business platform, ISAAC Instruments now has the scalability it needs to support rapid growth. “With Salesforce, we can maintain service levels and make sure we continue to look after our existing clients as we grow our business,” confirms DeLarochelliere. “We want to keep our clients as raving fans, and Salesforce is key to achieving this.”
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