TOOLTO
“Salesforce gives us the agility to innovate faster and scale quickly as we break into new territories and new markets.”
TOOLTO takes customer service to infinity and beyond with Salesforce
Afonso is on the autostrada (highway in Portuguese) from Lisbon to Porto when his car is involved in a collision. But he doesn’t need to call for assistance: his insurance company is a TOOLTO customer. Smart sensors in his car have already notified TOOLTO of the collision. A rep calls to check if he needs medical assistance, and to send a drone to capture video footage of the car. After assessing the damage from the images, the rep books the car in for repair at a local shop and contacts Alfonso’s insurers, meanwhile the fastest available Uber or a taxi arrives to help him continue his journey. The driver of the car that crashed into him, however, is stuck on hold as he calls for roadside assistance. Until Afonso is fully mobile in his repaired car, the TOOLTO team takes care of not only managing the repair, but also of his travel needs.
TOOLTO is a roadside Trailblazer, shaking up the emergency assistance market with innovative technology and a seamless, omni-channel customer experience. “We offer game-changing services to deliver more value to customers than the traditional insurance model,” said Nuno Sobral. “Salesforce helps us keep the customer at the heart of our operations and gives us the scalability to support our growth plans.”
And by embracing next generation technology such as augmented reality to reduce manual interventions, the value TOOLTO can bring to customers is exponential. By bringing specialist knowledge and technology to B2B customers such as insurers, banks, car hire, and fleet management companies, TOOLTO frees up its customers to focus on what they do best: selling more services.
Driving greater productivity
Founded in 2017, TOOLTO already has ambitions to cross borders and expand into Europe and Latin America. And to scale up without impacting the quality of service, it implemented Service Cloud in 2017. “The beauty of Salesforce is that it takes the risk out of digital transformation: it’s totally scalable, it supports numerous integrations, and it’s flexible,” said Sobral. “To stay ahead of the game we have to innovate quickly, so having an adaptable platform that will grow with us was imperative.”
Today, the 30-strong team of customer service agents, remote and incident assistance reps all use Service Cloud to streamline the customer experience: from omni-channel inbound customer service, to classifying cases, and replacing manual tasks with automated workflows, the solution helps the team to be more efficient and to work smarter.
“Our team loves using Salesforce. It doesn’t just help them to be more productive, it’s also secure enough that they can work on their laptops from anywhere, so our business isn’t bound to an office,” revealed Sobral.
“The best thing about Salesforce is that I’m free to innovate and have fun! I’m new to being an entrepreneur, but I don’t have to be an expert in finance, or data engineering, because Salesforce makes it simple to make smarter business decisions.”
Better data means better business decisions
Data captured in Salesforce is also helping the team to make smarter decisions. “We’ve just started tracking performance metrics: in less than a year our small team handled 40 million seconds of phone calls, and 52,750 cases,” confirmed Sobral. “Being able to drill down into that data means we can see the most common cases raised and make sure we have the resources in place to handle growing volumes of assistance requests as we scale.”
Better data also helps the sales team to offer more relevant promotions to customers by unlocking a bigger picture of their journey and highlighting opportunities to up- or cross-sell.
But to truly break open the customer experience, Salesforce is integrated with a number of other systems to provide deeper visibility across the organisation. For example, by integrating its GPS platform with Salesforce, reps have dynamic real-time maps available from a central dashboard tracking each case as it happens. “Now if a customer wants to know where a tow truck is, the team can find it on the map and follow its progress from the depot until it reaches the customer,” said Sobral.
And the ease of integrating platforms and additional functionality to Salesforce via the AppExchange is helping TOOLTO to win more business. “If we’re bidding for business and a prospect needs a service we can’t yet offer, we can usually find a solution on the AppExchange that will give us the capability to do it,” confirmed Sobral.
The road to success is paved with innovation
TOOLTO’s service is already blazing a trail in the assistance industry: and it’s journey down the innovation highway is just beginning. The company is planning to leverage Einstein’s artificial intelligence capabilities to get more predicative about its customers: whether that’s saving time for employees by auto-filling fields in its CRM system, or helping drone pilots to anticipate hazards on the way to crash sites.
“Salesforce meets our needs today, and it will meet our needs tomorrow,” said Sobral. “As we grow across borders it helps us break down language and currency barriers to deliver a consistent service across borders.”
Being part of the Salesforce community has also helped the organisation to innovate faster. As Sobral recalled, “When I wanted to start using bots, people kept telling me chatbots were the way to go. But if someone is standing on the side of the road in the rain after a crash, the last thing they want to do is type out messages on their phone. By bouncing ideas around with like-minded people from the Salesforce community, I was able to solve the problem and have voice-to-text technology up and running in just two months.”
As TOOLTO scales into new markets and new territories, it has Salesforce at its core to help it deliver a winning customer experience every time. “The best thing about Salesforce is that I’m free to innovate and have fun! I’m new to being an entrepreneur, but I don’t have to be an expert in finance, or data engineering, because Salesforce makes it simple to make smarter business decisions that will help us achieve our ambitions,” said Sobral.
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