ValueFirst’s previous CRM solution didn’t integrate well with other enterprise applications, limiting its use and scalability. Sales and marketing teams ended up using different tools to solve different use cases.
“Our earlier approach was chaotic,” says Gupta. “Data was unorganised and duplicated across systems. So, the sales team couldn’t respond to leads fast enough. They would chase various departments with half-filled spreadsheets, searching for the right information.”
With customer data locked in silos, the different lines of business were slow to identify opportunities for cross-selling and upselling.
Reporting was also time-consuming, as four different business lines had to manually create four different reports. Management often found these disparate spreadsheets, presentations, and charts difficult to understand.
“Our sales teams and customer volumes were growing every week,” says Himanshu Kumar, President – Key Initiatives and Strategy at ValueFirst. “We needed a smart CRM solution to streamline the flow of information cross-functionally, so that we could understand and act faster on customer needs.”
That solution turned out to be Salesforce.
“In our search for a sales-centric platform, nothing came close to Salesforce,” says Gupta. “From its inbuilt sales quotation features, to its 360-degree customer view, Salesforce was a clear winner.”