Greater visibility and velocity
Transforming the company’s sales operation was the first priority. Every lead, every customer, and every contract is now logged in Sales Cloud, improving pipeline and performance visibility across all Inspecta locations in the Nordics. “Our field inspectors also act as sales reps with existing customers,” revealed Välikangas. “With Sales Cloud, they can record new opportunities in real time while at a customer’s site, which ensures our office-based sales teams have access to the same information.”
By integrating Sales Cloud with its website, Inspecta can also capture new customer prospects more easily. “Sustainable growth requires effective people and processes,” said Okkonen. “With Sales Cloud, we can react faster to new leads and customer needs.”
Inspecta has achieved similar visibility and velocity across its field services using a third-party application that is built on top of the Salesforce platform. The company’s engineers and inspectors meet with hundreds of customers every day. “We need to ensure information is constantly flowing,” explained Välikangas. “In the past, every business unit had their own system, which added complexity and time to our field services.”
Inspecta’s field personnel can retrieve their schedules, check customer assets, and close work orders from one central place and one mobile device. “If an inspector is certifying an elevator for a customer, they can now see if a fire alarm test is due the following month and combine the activities,” said Välikangas. “With Salesforce, our field services are more proactive and productive.”
If one of the team needs advice while working in the field, they can connect with their colleagues via the company’s new employee intranet. Inspecta launched the intranet, which is built on Chatter and Lightning, part of Salesforce Platform, to its first users in May 2016. “Our business is becoming increasingly digital and global,” explained Okkonen. “We need to make it as easy as possible for our people to collaborate with each other and share knowledge.”