Vision-Box

 

50%

faster time to innovation

 
 

How Vision-Box unlocked growth during the pandemic through digital transformation

The travel technology brand becomes more agile, gains new insights, and boosts revenue.

Vision-Box is a world-leading provider of travel experiences powered by biometric technology. It provides secure, contactless identification solutions for airports, train terminals, and border crossings. The Portugal-based company’s solutions have been used by more than 1 billion citizens around the globe.

Before the pandemic, Vision-Box was already a trailblazer in the travel industry, with its solutions helping customers manage crowds and reduce wait times for travelers. Now, its contactless solutions are more important than ever, minimising health risks for travelers as well as improving their experience.

Meanwhile, Vision-Box has been undergoing its own transformation. It was seeking to modernise its sales strategies, improve the accuracy of its data and forecasting, and gain new customer insights. 

Vision-Box decided it needed a new customer relationship management (CRM)  platform with an integrated configure, price, and quote (CPQ) solution. With much of its customer base under pressure due to the pandemic, the company turned to the world’s leading team of CRM experts to help speed up its transformation.

Here are seven ways Vision-Box accelerated change, became more agile, and unlocked growth with new insights to help expand its customer base.

 

Accelerate change and become more agile by choosing the right partners.

To speed up its transformation, Vision-Box needed a partner to help implement its new CRM solution. Partnering with a trusted solution provider was fundamental because of their intimate knowledge of the challenges Vision-Box faced and the goals it wanted to achieve. The company had no hesitation in choosing Salesforce’s team of leading CRM and transformation experts

The pandemic created an immediate challenge for the Salesforce team: they had to work remotely. However, the team alleviated all concerns with this novel dynamic, quickly gaining a good understanding of Vision-Box’s complex business and requirements for the implementation. 

In fact, the partnership enabled Vision-Box to go live with the new CRM with the integrated CPQ solution in just three-and-a-half months. Since then, the team has helped with three new releases with additional features. Implementation time was half that of the company’s previous solution, enabling Vision-Box to be much more agile and responsive to customers’ needs.

3.5 months implementation time

 

Their team worked well with ours — they were a good fit culturally, even without meeting them face to face. They really helped us with a super quick implementation, which was a big digital leap forward for our company. We definitely consider the Salesforce Professional Services team as strategic partners.”

Miguel Leitmann | CEO, Vision-Box

Unlock growth by modernising sales strategies.

Vision-Box is focused on providing end-to-end solutions which empower their customers to be in control of the whole traveler journey, leading to high-level efficiency.

Through its digital transformation, the company has been able to unlock additional value from its solutions portfolio. Customer-facing teams have in turn increased their knowledge of customers’ needs and how to configure solutions that address them.

The new CRM platform with integrated CPQ was crucial in enabling the strategic change. For example, sales teams can now accurately and easily configure and quote for a customised solution with the exact details needed for the customer’s requirements.

Make more informed decisions with improved data governance and forecasting.

With its complex solutions portfolio and supply chains, Vision-Box realised it needed a new system to help streamline its pricing and quoting processes. So, the company turned to Salesforce experts to help deploy and build the right configuration tools for the CPQ solution. With these tools in place, its teams can now easily manage and update a detailed, accurate catalog. 

The new CPQ solution has also greatly reduced pricing and quoting errors. And with full integration into the CRM platform, it provides reliable data, allowing the sales team to easily track everything from negotiations to quote history. Managers and executives can now also make more informed decisions, with easy access to far more accurate forecasts. To this extent, the ability to capture legacy sales data and transfer it into Salesforce was critical to enable the company to improve forecasting.

 

We now have more accurate data and an internal governance process to make more informed decisions. The sales team does everything in Salesforce, and we even use the Salesforce dashboard in our board meetings.”

Miguel Leitmann | CEO, Vision-Box

Expand the customer base with new data sources and insights.

With the travel sector under so much pressure from the pandemic, Vision-Box wanted to find new ways to grow its business. To do this, it needed to have a deeper understanding of customers and prospects — in particular, those likely to invest in a contactless identification solution.

So, the company turned to its Salesforce partners to help integrate numerous data sources, including its enterprise resource planning (ERP) and business intelligence systems, into its new CRM platform. 

The integrated platform instantly reduced the cost of, and resources needed for, data management. Crucially, real-time reporting capabilities allowed the company to analyse raw data with no delay in the delivery of the information enabling faster decision-making and increased speed of quotation. But perhaps more importantly, the sales team has access to new insights that enable them to quickly identify opportunities with new and existing customers. As a result, they have increased total contract value by 25%. 

+25% increase in Total Contract Value

 

The Professional Services team helped us to massively increase the number of data sources that we have integrated into Salesforce. This has given us a full 360-degree view of our customers.”

Miguel Leitmann | CEO, Vision-Box

Create a more powerful pipeline by integrating marketing and sales data.

With the introduction of the new CRM, Vision-Box’s marketing team saw it as an opportunity to evolve its approach and create a consistent and predictable funnel.

The marketing team creates a wide range of content and campaign initiatives, including live webinars, podcasts, industry events, blog posts, and targeted emails for inbound lead generation.

The company needed to integrate the new CRM with its existing marketing platform, and with help from its Salesforce partners, that was a smooth process. The end-to-end, lead-to-pipeline process was defined in just three months and the integration was completed in a matter of days.

As well as providing performance metrics for marketing campaigns, the combination of these two platforms has created a new, more powerful sales pipeline. It has accelerated the sales process from the opportunities generated, provides valuable customer information to the sales teams, and gives them a deeper view of the leads’ intent.

As a result, Vision-Box has seen a dramatic increase in the number of leads and achieved 33% lead conversion rate.

The integration also allowed the company to set up dashboards that are used by the leadership team to view key business, marketing, and sales metrics.

 

Keep the most demanding customers satisfied with the help of a proactive support partner.

Vision-Box’s customers are very demanding, and for good reason: with some operating 24/7, they can’t afford for their contactless identification systems to be down at any time.

So, the company invested in a premium support plan with around-the-clock access to Salesforce’s leading technical teams. As a result, Vision-Box benefits from rapid response and quick resolutions. That help goes well beyond typical tech support and includes proactive assistance with administration and other issues. And so far, the company has not reported any ‘Priority 1’ cases.

 

We maintain regular communication with the Salesforce Premier Success Plan team and see them as a partner rather than just another support provider.” Miguel Leitmann, CEO, Vision-Box.”

Miguel Leitmann | CEO, Vision-Box

Prepare for the future with continuous improvement.

Like all forward-thinking companies, Vision-Box plans to continue improving how it does business. Next on the agenda is a customer service platform that will integrate with the CRM. This platform will further improve its customers’ experiences, while giving its teams a deeper understanding of the full customer journey.

The company will also use an integrated digital platform to build a partner portal that will allow its resellers to easily create accurate quotes.

 

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