Barclay Communications redefines outstanding customer support with Salesforce
1. A platform you can build on
Following rapid growth, Barclay Communications needed to swap its heavily customised on-premises CRM solution for a cloud-based platform.
“We wanted to give our team one platform that does everything,” said Roulston. “Salesforce has great functionality that you can expand really easily using the AppExchange and APIs. When we evaluated what was available on the market, the Salesforce account manager demonstrated how perfectly the platform supports our vision.”
The company’s in-house tech team partnered with Ignyto to migrate data to the new environment and integrate core systems such as the accounting platform and Microsoft Office 365, which is currently in deployment.
Having used Salesforce earlier in his career, Roulston was impressed by how much the platform had evolved. “Salesforce invests in growth and innovation. Now, we get a front row seat to any exciting new launches. It’s good for our business now, and I can’t wait to see what it can do in 10 years when our business has gone to the next level.”
2. Smarter sales from anywhere
3. Working together to win more business
With greater visibility in Salesforce, teams are also able to collaborate and share insights to secure more appointments, have more informed conversations, and reduce duplicated effort. For example, during contract renewals, sales reps can highlight the amazing support the customer has received from the service team to clinch the deal.
Dashboards are also a hit with the management team, who have the power to pull custom reports according to their needs. This has unlocked the ability to forecast figures six months in the future, and drill down into existing data to find out what’s causing performance issues or maintain focus on what is working.
“Sales drives the rest of the business, and ultimately our success. By identifying areas for improvement, we’ve seen an 80% uplift in appointments and a 35% increase in conversation,” said Roulston. “Reps are more accountable now. They understand that when the company does well, they do well.”
To keep motivation high, Roulston installed 75-inch screens throughout the office and used AppExchange solutions and Salesforce data to gamify sales performance. This allows the management team to get creative with how they incentivise their teams and adds an element of fun and healthy competition to the workplace.
But winning customers is just one part of the puzzle. Retaining them is just as important. And once the deal is signed, more efficient processes have slashed implementation times for different areas such as landline services, for example, from nine weeks to just four. The account team also proactively follow up with the customer one week after onboarding, and regularly over the forthcoming months to make sure they’re getting the most from their products.