Safexpress has now consolidated all its processes on Salesforce, from lead management and invoicing, to collections and claims management. Further, they have integrated their billing system, operational ERP, contact centre and BI tools with the Salesforce platform to provide a holistic view of their customers.
Safexpress uses Salesforce to help the sales team manage leads with greater insight and efficiency. Sales teams are able to easily track leads from click to close and a 360-degree view of the customer helps them sell faster and smarter.
“The sales team now has access to data that helps them observe customer trends, identify existing pain points and tackle leads with more targeted information,” says Mahajan.
Safexpress is also using Salesforce to automate billing and collection processes. Business managers are assigned automated tasks related to invoice creation, follow-ups and collection.
“With an efficient billing cycle and multiple layers of visibility for the necessary follow ups, we’ve seen a positive change in collections. 50% or more of customers now clear invoices in the same month they have been generated,” says Mahajan.
Also, with internal teams equipped to handle data and processes better, Safexpress now serves its customers swiftly and efficiently.
Claims settlements, for example, saw five times increase in efficiency. All claim requests are logged on Salesforce and service agents have complete data to help them evaluate claims, view claims history and make informed decisions. The solution has been integrated with Safexpress’ cloud billing platform, so once claims are approved, they are processed and paid out rapidly.
Where claims earlier took four to five days to process, digitisation and integration of workflows have led to their being processed and paid out digitally within 24 hours.