Gemini’s existing CRM solution was static and only partly on cloud. This meant two things. Sales teams did not have access to the latest product information such as price, version, and availability when at the customer site. There was also no way for them to record details of customer interactions while on the go. So, complete information needed to make decisions during customer interactions was not always at hand.
With Salesforce, salespersons now have information updated in real-time at their fingertips. “Salesforce has opened a completely new perspective for us in terms of what a CRM can do,” says Rajiv.
Besides product details, every customer interaction is now available on Sales Cloud. This includes details such as how likely a lead is to convert, or how urgent a customer need is. A mapping of customer profiles and the solutions they may need has also been set up.
All this data provides the sales team with intelligence to get the best out of every customer interaction. Automated task creation also ensures timely follow-ups, and has boosted productivity by around 60%, while shortening the sales cycle by 10%.
The focus on processes has also meant salespeople are able to consistently offer customers comprehensive solutions rather than merely selling products. No longer person-dependent, sales teams work off data and streamlined processes for decision-making.
“We have said goodbye to subjectivity in our sales cycle. Salesforce has made sales processes and decision-making entirely data-based,” says Rajiv.