“The changes that we are implementing to our business strategy is a result of our data-driven decision making powered by Salesforce.”
Duggal explains that the company has complex and diverse business processes.
The entire process, from a customer booking an order to its customisation, delivery and installation, involves 40 intermediaries. All of them contribute data that must be captured and consolidated so the whole team can have a single view of the customer and the processes involved.
“The Salesforce solution was the only one flexible enough to be customised for the different processes, and powerful enough to integrate data from across streams into one single source of truth,” says Duggal.
Prior to Salesforce, without a repository to consolidate all data from the customer’s order, errors could not always be avoided. Often, the materials imported from Germany had to be reordered to meet customer expectations and the company spent lakhs doing this.
“Since implementing Salesforce, we have not spent a penny in reordering,” claims Duggal. “All processes have been digitalised and employees can monitor every step, track timelines and ensure customisation for specific needs.”
Salesforce is also helping the team consolidate data across all three product lines – kitchens, bedrooms and B2B projects – to achieve a single view of each customer. “This complete understanding of customer preference is making customer interactions smarter and more personalised.”
To Duggal, the power of Salesforce lies in the rich insights that it delivers. These are helping the team analyse customer journeys, understand trends and predict the future.
“We are now having meaningful data-driven discussions that are not just based on gut feel,” says Duggal.
With a view into which products are popular, the management team is able to shape sales and business strategy. Work is underway on the 2019 collection and Duggal promises that stores are going to look completely different.
“The changes that we are implementing in our stores as a result of our data-driven strategy are forecast to increase sales and exceed customer expectations,” he says.
Salesforce has also helped the team accurately predict demand across different cities and accordingly plan growth. Consequently, Nolte is scaling and opening new stores much faster than initially planned. Last year alone, post the deployment of Salesforce, Nolte opened seven stores; and plans are in place for seven more across the country by the first quarter of 2019.