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Leasing services

Industry

The company is a market leader that rents and leases multiple types of bicycles to 50.000+ businesses across the DACH countries covering more than 5 millions of their employees. Company offers various payment options for corporations and corporations’ employees together with reliable insurance and warranty deals. Company found date: 2008. Company size: 700+ employees.

Client

Salesforce Solutions

Challenges Outline

>2 years

Duration

Vimera Team

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Company wanted to use multiple channels - phone, email, web forms, chat - to support all customers in one place.

Support processes across all channels were expected to be automated as much as possible to reduce the workload for support agents.

Before the decision to utilize Sales Cloud, a lot of data was coming from multiple sources including storages exposed through custom limited API-s which in turn was the reason why existing integrations were prone to malfunctions and were difficult to maintain and troubleshoot.

Since sales processes were managed in a third-party CRM dissimilar to Salesforce the decision has been made to rebuild them from the ground up with all of the features that Sales Cloud could offer and custom tailor specific things for Sales Agents to make it easier for them to adapt to Salesforce Platform.

Multiple migrations were needed to transition from use of third-party tools to Salesforce, data structure was drastically different between the systems at the time and a thoughtful approach to design a new data model was needed.

The Vimera team created client’s support channels in Salesforce through Service Cloud (Email-to-Case, Сhat) and additional third-party features (CTI). That allowed Support Agents to maintain all of the support requests in one place by utilizing tools like Omni-Channel, Assignment Rules, Escalation Rules, Milestones, Entitlements, Einstein Bots, etc

The Vimera team developed multiple custom-tailored automations (both declarative and programmatic) to reduce the amount of manual work done by Support Agents. A lot of custom UI elements have also been created and set up by the Vimera’s tech team to customize the look and feel of the org per Client’s requests.

We set up a Knowledge Base including migration of Articles from other systems and enriching and streamlining them for use in Salesforce to allow Support Agents to efficiently resolve Cases by attaching Knowledge Articles to Cases and sending Articles to customers via Email. Einstein Article Recommendations solution has also been used to suggest articles based on the Case information.

The Vimera team set up the Sales Processes in Sales Cloud to replace the CRM that client used before. Multiple tools have been used to further boost productivity and expand business options - Salesforce Maps, Sales Cadences, Next Best Action, Einstein Activity Capture, etc

Salesforce was chosen as the primary source of operational information for Sales and Support departments, and the Vimera team migrated data from third-party sources to Salesforce. Multiple third-party systems were also integrated with Salesforce (including event-based bi-directional sync), making data easily accessible without duplication of workload.

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Salesforce has become a Single Source of Truth for operational data for multiple departments of Client’s business.

Amount of manual work per task has been decreased by 60% allowing Client’s Support and Sales teams to work on a bigger number of tasks simultaneously without the loss of productivity.

Improved customer support. The customer has tracked and resolved cases in a fast and effective way.

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Nicholas Chang
VP of Sales & Marketing
Flower Company
Miami, Florida, US

Fedor Orth
Head of Software Engineering
Clear Aligner Provider
Berlin, Germany