Kivra rolls out the red carpet with Salesforce
Modern life demands a lot of paperwork. From pay slips, to insurance policies, to pension statements, collecting and storing documents safely can be a chore – and filing cabinets are seriously outdated. However, citizens in Sweden have another way of keeping documents safe and searchable – they use Kivra.
Kivra is the secure digital mailbox used by 4.3 million Swedes; more than 40% of the population. And with Salesforce, the company is scaling up to reach more B2B customers.
“In the past 10 years we’ve grown from a few companies and a couple of thousand users to more than 40,000 senders,” said Frederik Lindgren, Process Manager at Kivra. “With Salesforce, we can optimise the customer experience and identify more cross-sell opportunities to win more business.”
Although the company has used Sales Cloud to store customer details since 2012, in 2019 it launched an initiative with implementation partner, Fluido, to unlock the full power of the platform. And it couldn’t have happened at a better time, with more companies looking to digitalise communications in response to the COVID-19 pandemic, it was the perfect opportunity to get smarter with customer data.
Saying goodbye to manual processes.
Citizens in Sweden can apply for a digital ID called BankID, and will generally start receiving important documents around the age of 16. They can then use this secure ID to register for a Kivra mailbox. To receive documents, they simply supply their unique identifier rather than a postal address to participating companies.
For companies sending documents, however, it was a different story. “Before our Salesforce transformation, onboarding customers was a major pain point,” recalled Lindgren. “It took our team of four between 15-18 days to onboard a customer and was a frustrating manual process.”
Luckily, complexity is a thing of the past, and with new onboarding workflows in Salesforce customers can simply submit a webform. Onboarding takes less than a minute, and one employee only needs to spend half of their time managing the process. This also leaves the rest of the team free for more valuable activities.
“We’re rolling out the red carpet for customers with Salesforce, and it’s really boosted team spirit and morale by eliminating those manual processes. We use Trailhead to get up to speed on the platform so staff can hit the ground running with minimal training,” said Lindgren.
Behind the scenes, Salesforce is integrated with CreditSafe, a platform that performs credit checks on companies. Company data is automatically verified and information on the customer’s turnover and the number of employees is captured.
Finally, using AppExchange solution Scrive, the customer can sign the agreements digitally and start using the platform.
Identifying opportunities to be more proactive.
“Salesforce dashboards and Tableau are really useful for getting insights into what our mid-market and enterprise customers are sending,” said Lindgren. “We have customers of all shapes and sizes but if we see a large company is using the platform to send invoices, for example, our sales team can reach out to find out if there’s an opportunity to send their pay slips with Kivra too.”
Managing the pipeline and opportunities in Sales Cloud also gives the team visibility of where to focus resources to have the highest impact on the company’s growth plans.
“We have 40,000 customers in our system. Without Salesforce we simply wouldn’t be able to maximise on that cross-sell opportunity to keep expanding our business,” commented Lindgren.