Multiple stakeholders. Shifting schedules. Limited workspace. Anyone who’s had to organise a meeting knows that aligning people, diaries, and meeting rooms can be like playing musical chairs. Enter Swiss company ROOMZ, the start-up harnessing the power of technology to make booking meetings and optimising workspace a breeze. It uses wireless touch screen technology with an online booking system to display up-to-the-minute availability of meeting rooms.
Launched in 2015, the company has seen steady growth in Switzerland and is now moving into France and Germany. For start-ups, balancing growth with developing new products and ensuring a seamless customer experience can mean compromise. But at ROOMZ, Salesforce is helping the company to maximise its resources and build stronger customer relationships as it scales.
“We’re taking our time to plan strategically and grow healthily,” said Fabien Moine, Head of Sales and Marketing. “Salesforce gives us a strong platform to develop best practice processes we can roll out across all regions, and make sure we’re working together as one.”
ROOMZ’ innovative wall-mounted displays with WiFi connectivity are used by universities, hospitals, congress centres, and corporate offices to manage their meeting spaces. For example, ETH Zürich is using the battery-operated reservation solution to make its 600 meeting rooms, lecture theatres, and seminar rooms available for students to study in when they’re not in use for teaching. The company works with a network of distributors to sell its products across a wide range of industries. To ensure it can stay close to its partners and understand its end customers, ROOMZ needed a CRM system that was flexible and scalable.
With several key ROOMZ employees coming to the business with experience in Salesforce, selecting the solution was a no-brainer. “Salesforce is customer oriented, easy to adapt to our specific needs and fast to deploy — which was exactly what we needed as a start-up,” confirmed Fabien. With the help of an implementation partner, it took ROOMZ just a few weeks to build a platform on Salesforce that was just right for the business. And for those not already familiar with the platform, Trailhead provided a valuable resource for getting up to speed.
“In just two months I’ve learnt enough about Salesforce to be more than just a user. I can customise and adapt the platform as we improve our processes, and make sure it’s supporting the team in the best way possible,” revealed Sylvain Smykla, Customer Experience Manager.
For both Fabien and Sylvain, the most important ingredient in a seamless customer experience is visibility, and with Salesforce, everyone at ROOMZ now has a full picture of the customer journey from opportunity to renewal. “Although we had a basic Salesforce licence from the outset, we still used shared spreadsheets for specific processes,” said Fabien. “The status of a process wasn’t clear and transparent, which led to confusion and mistakes and we had to keep asking each other for updates. Now, we’ve built a really clear workflow so everyone can see every step in a customer’s history and how the relationship with the partner is developing.”
This 360-degree view is helping the team respond faster to queries, funnel opportunities to the correct region, and driving better conversations with customers. “By taking sales and service out of silos, we know the best time to approach a customer to discuss cross-sell and upsell opportunities,” Fabien commented.
To handle service issues, ROOMZ has replaced emails with a ticketing system in Service Cloud. Now, Sylvain and his colleagues can work from tickets attached to customer records, rather than delving into a shared inbox, with responses to FAQs easily accessible via Salesforce Knowledge Base. “Knowledge is no longer locked away in a few people’s heads, but now accessible to everyone on the team. With all the customer and problem information at our fingertips, we’re far more efficient – we can now resolve the majority of tickets within 12 hours,” said Sylvain.
With all its customer, partner, and service data in one place, it’s far easier for ROOMZ to connect the dots. “With Salesforce, we can identify trends and get more predictive about our customers,” explained Sylvain. “For example, we can link particular questions to updates we might have made or identify the issues that generate the most queries from our customers.”
Sales and service can also pull together real-time reports for board meetings in minutes, helping senior management make better decisions.