Sales Cloud and Service Cloud support Reconomy’s outsourced waste management, recycling and sustainability-focused service activity, which are its core areas of business. Salesforce acts as the single source of truth for everyone, and automated workflows guide the customer through a structured flow for a smoother experience.
This simplified environment makes it easier for new starters to get productive faster and eliminates time-consuming manual tasks for the overall workforce.
“Sales Cloud gives us a single view of our pipeline, with the entire sales process running on Salesforce. Dashboards allow users to overlay call volumes or revenue performance aligned to our Big Data roadmap strategies. We have visibility of the exact position in the sales lifecycle, which has been a game changer for us,” said Fullman.
Meanwhile, on average 8,500 cases are handled in Service Cloud every week. Bringing customer service, which was once fragmented across departments, onto one platform has eliminated bottlenecks, swapped shared inboxes for digital cases, and provides greater clarity for managers. It also centralises multiple channels into one console.
Service Cloud Voice is integrated with Natterbox to provide customers with a consistent and personalised experience while capturing real-time performance metrics to drive continuous improvement. Colleagues have at-a-glance visibility of the customer history, open cases, and all the information they need to have productive conversations. Salesforce CPQ, part of Revenue Cloud, is also used to centralise quoting and get prices back to customers and prospects faster.
“We track internal metrics such as time to quote and measure the impact of campaigns, so we can continuously optimise and refine our processes,” said Tony Munro, Marketing Director at Reconomy Group. “We’re a high volume, high frequency business – everything needs to be as seamless as possible.”
