“With Salesforce, we can learn faster and act faster. It helps to sky rocket customer satisfaction and competitive advantage.”
Transatlantic flights. Renewable energy sites. Community schools. Humanitarian projects. Satellite communications help to make the world safer and better informed by providing reliable and rapid connectivity when and where it’s needed most.
Newtec has been blazing a trail in satellite communications for more than 30 years. The company designs, develops, and manufactures equipment and technology for satellite communications – and does it exceptionally well. Its commitment to innovation and excellence has resulted in numerous industry awards and prompted a 26% growth surge in 2016.
“We are shaping the future of satellite communications,” said Newtec COO Sander Boom. “By enabling our customers to transmit information more easily and reliably, we enhance the quality of life for billions of people around the world.”
With Sales Cloud, Service Cloud, Community Cloud, and various apps all on the implementation wish-list, Newtec decided to trade its traditional waterfall methodology for a more agile approach. Working with Salesforce consulting partner, Jeewi-Scalefactory, the company started with the processes closest to its customers: service. “We wanted to be able to deliver immediate benefit to our customers,” said Dierinck.
And that’s exactly what Newtec has achieved. With Service Cloud, the company has taken its excellent service record to even greater heights. As Boom explained: “By empowering our field engineers and service agents with more information, we can provide a more consistent and predictable service.
Capturing more service information also means that Newtec can prevent and predict problems rather than just respond to them. “There’s a difference between resolving and solving a problem,” said Boom. “With Service Cloud, we’ve gone from reactive to proactive, which leads to an upward spiral of quality.”
Critical cases can be handed between its customer service teams to provide ‘follow the sun’ support. “The Service Cloud dashboards provide real-time status updates, which makes it easier to track cases and potential SLA breaches,” said José Lafitte, Director for Customer Support at Newtec. Reporting on these SLAs and other customer support metrics is now a lot easier: for example, the time taken to generate a service report has reduced by two-thirds.
As part of its customer-centric mission, Newtec has created a dedicated community to provide self-service features, such as raising support tickets, lodging complaints, and accessing product information. “We work with lots of different people at each customer organisation,” added Dierinck. “With Community Cloud, we can build stronger connections and simplify collaboration with an expanding customer base.”
Built on Community Cloud, Newtec wants to extend usage to include downloading firmware and scheduling maintenance in the future. It has also launched a community to collaborate with its 100-plus certified partners around the world, who form part of an increasingly complex value chain.
Collaboration is also important for Newtec’s different sales teams. With Sales Cloud and Chatter, pre-sales specialists, bid teams, and account managers can work together on opportunities more effectively, helping to push them through the pipeline faster and reducing internal calls by around 60%.
Newtec has integrated Sales Cloud with third party marketing and quoting tools to create a seamless sales cycle from lead generation to order fulfilment. “Sales Cloud acts as a central point for all customer orders. We’ve created orchestrated processes and automated triggers that link back to every opportunity, which helps to improve sales productivity and performance,” explained Dierinck.
Visibility of the sales pipeline is essential for optimising Newtec’s supply chain – every product it ships needs to be configured to match customers’ individual needs.
With Salesforce, the production team can view upcoming orders and create more accurate fulfilment forecasts, while account managers can check the status of specific orders. To make things even more efficient, Newtec has created a visual flow of the entire fulfilment process in Salesforce, which helps pinpoint opportunities for process improvements.
Developing visual flows is just the tip of the innovation iceberg at Newtec. As part of its digitalisation roadmap, the company is using the Salesforce Platform to develop apps that will further optimise customer support and manufacturing. “By embracing apps and AI, we will be able to create continuous feedback loops that enhance decision-making, quality, and efficiency,” said Boom.