Whether we’re out shopping, at work, or travelling, we’re usually blissfully unaware of the systems that are working away behind the scenes to keep us cool. But optimising air conditions is Daikin Applied UK’s area of expertise. “We’re aiming to become the undisputed number one applied air conditioning manufacturer in the UK,” said John McCarthy, National After Sales & CRM Manager. “Competitive pricing, a good product portfolio, and great people are only part of the puzzle. We need to understand where the market’s going, react quickly to changing needs, and offer a bespoke yet seamless experience to every customer.”
McCarthy is blazing a trail at Daikin Applied UK by putting customers in the spotlight. “We’re swapping online spreadsheets and manual quotes for Salesforce,” he explained. “With better sales information, faster quoting, and joined-up service, we’ll be able to take customer service to the next level.”
From commercial office buildings and data centers to retail outlets, hospitals, and manufacturing plants, Daikin Applied’s chillers and air handling units keep both people and critical equipment at just the right temperature.
As the company manufactures highly customised, large-scale systems, Daikin Applied’s sales team handle deals worth up to £7 million, and sales cycles that can last up to three years. “Our deals can be extremely large and complex, with quotes that are constantly revised with changing project scope,” said McCarthy. “To keep on top of every sale, traceability and diligence are vital.”
When spreadsheets were no longer cutting it, McCarthy was tasked with transforming Daikin Applied’s approach to sales with Salesforce. Undaunted – although he’d never used Salesforce before – he set out a strategy outlining what he hoped to achieve. And 12 weeks later, he’d smashed his target of implementing Sales Cloud across the commercial team.
“As with any change management project, the key to our success was winning hearts and minds,” explained McCarthy. “With a series of workshops at Salesforce Tower in London, I was able to show our sales people what Salesforce could do for them to secure their buy-in and drive enthusiasm.”
As well as improving visibility, McCarthy’s transformation has freed up sales teams to spend more time with customers and better understand their needs. “We’ve cut the time it takes to create a chiller quote in half with Salesforce CPQ, which is no mean feat given the complexity of our orders,” said McCarthy. “Responding quickly to a quote request can be the difference between winning a deal and losing out.”
The team is also using the Salesforce mobile app to view and update customer and meeting information on the road. “Most of the team have really taken to the Salesforce mobile app and just love it – making updates by talking to their phone instead of having to sit at their desk is far less of a chore.” said McCarthy.
McCarthy expects these productivity improvements to be reflected in next year’s sales figures.
With industrial air conditioning, selling the product is only part of the journey. So McCarthy is about to extend his trailblazing transformation to the service team with Service Cloud and Field Service Lightning.
With all customer information in the same place, Daikin Applied Service will be able to deliver intelligent sales and service – from phone to field. “By empowering engineers at the front line to offer customers digital services from their tablets, including signing job sheets and requesting new quotes, we’ll revolutionise the customer experience,” said McCarthy. He’s also expecting better first time fix rates, which will save time and money for Daikin Applied Service, as well as keeping its customers happy.