MaritimeMT masters safety at sea through more agile operations with Salesforce
MaritimeMT trains the people brave enough to spend their professional lives at sea. So they can be competent enough to get the job done while safeguarding their own lives and the lives of the crew they serve with.
Now, you’d be right to imagine a government organisation being responsible for this kind of training. But what’s really remarkable is just how much like a digital startup this institute operates.
Not only have they rethought the way they reach, serve and train their customers. They’ve done it with a pandemic looming over them. This is their story.
Bringing tech and ops together
This combination of competencies meant he could instantly see why it used to be so hard to get things done at MaritimeMT. “We had different people handling data in different ways across six or seven spreadsheets, so we couldn’t even merge the data. Everyone had their own way of working – there was no good process flow.”
It meant leads could fall through the cracks. With little customer tracking, follow-up calls potentially missed, interviews going unscheduled and promising applicants (and potential revenue) being missed.
MaritimeMT decided to implement Sales Cloud to build a sales process befitting their standard of training.
Showing sales there’s a better way
“A combination of Trailhead and Salesforce’s implementation partner, iTechArt, helped me learn what I needed to get staff engaged,” said Hauke. “Having someone to walk me through the steps meant we could tweak every process to fit what we needed.”
The key to initial adoption was to show people, one by one. “We had to make them realise there was a problem in the first place,” explained Hauke. “We’d contrast the manual processes with the ease of use in Salesforce."
Together, MaritimeMT and iTechArt restructured the company’s database and leads process. Now opportunities pass to whoever who can offer the most value, before progressing to the next stage.
MaritimeMT’s staff spend less time chasing and dropping leads and more time selling. Customers can expect an informed follow-up and better experience. “iTechArt has seen challenges like ours before. They helped us go further and integrate key software like DocuSign into our processes – now we get through contracts a lot faster.”
Even beyond new technology, it’s helped them streamline entire processes by making the right data available at the right moments. “We can input sales leads, incident report tickets, log IT hardware issues – there’s infinite things we can do now,” said Hauke. “Salesforce is the way forward – we use it to implement everything.”
Getting leads on track
Now, everyone enters relevant data into Sales Cloud in one place. It’s allowed MaritimeMT to take control of its sales cycle. “We hold a basic safety training course that expires every 5 years. Now we can see who’s contacted us about it in the last 6 months. And we can call everyone who did the course 4 years ago. So we’re proactively bringing in new and recurring revenue.”
Sales Cloud’s tracking capabilities have also given sales reps new motivation. By tracking the student lifetime value, managers get an accurate picture of how much value each sales rep has added.
For staff in a commission-based role, it’s motivation to make the process as easy for themselves as it is for customers. It’s clearly working – Hauke estimates MaritimeMT will realise more revenue in the coming year than the last two years combined.