UFlex: Flexing Tech Muscle

Solution Requirement

To increase revenue opportunities and create competitive advantage, UFlex wanted to build an integrated CRM platform to automate its sales processes and enable mobile access to customer information. Many of the company’s sales and customer service functions were being managed manually via email and spreadsheets. Delays in respond-
ing to customer queries and service complaints were eroding customer trust, and management teams were unable to get an accurate view of customer interactions.

Lead management and sales employee performance measurement were also being managed manually, leading to cumbersome and error-prone processes.

Solution Deployment

Prior to implementing Salesforce, customers and partners emailed or called in to the sales team to manually track their orders and register product enquiries. Salesforce’s Community Cloud provided a portal that they now use to
track orders and upload product enquiries with supporting photographs for faster case resolution.

With less time spent on manually fielding customer calls and emails, the sales team is better able to focus on developing leads. And this has been further improved by Sales Cloud.

Solution Benefits

The Salesforce Customer Success Platform solved these problems by helping the sales team to easily track, score and manage leads in a centralised system with a formalised sales funnel. And information is easy to manage on the move, with the Salesforce mobile app. This, says Jagdip Kumar, Dy. General Manager - Head-IT Cosmo Films Ltd, has significantly increased sales revenue. Sales Cloud’s rich performance metrics have also transformed how Kumar and his management team assess the performance of their sales staff.