Softline has implemented a new CRM system for the client, and now all sales-related data is collected and processed in Salesforce. The solution is very flexible, so it’s unnecessary to adapt corporate workflows to the system: the processes can be customized according to the client demands. All Embawood employees have received a tool that boosts their productivity, and, which is especially important, is very easy to use.
Embawood is a large manufacturer of home and office furniture. The company owns 160 stores in Azerbaijan and more than 250 outlets in Russia, Georgia, Ukraine, Kazakhstan and Turkey.
Embawood corporate standards required improvements for furniture deliveries and assembly services. In order to identify any bottlenecks, the company's management set the task to integrate the existing trading network into a visual system.
Previously, the company used massive systems for analyzing and processing any sales data. The communication channels coped with the load, but they were hardly scalable and eventually the maintenance costs only increased. Embawood had to invest substantial resources to a stand-alone architecture. The company needed to implement the solution with very flexible integration capabilities. After testing several products, the client selected the Salesforce cloud system.
After the new system launch, all sales-related data is collected and processed in Salesforce. The solution flexibility has allowed to customize the processes the way they are in the company, rather than dictated by the system. The client’s employees have obtained a productive and, most importantly, a convenient tool to carry out their duties.
Inside the system the Embawood personnel communicate using any mobile device with Internet access and solve all emerging issues online. Now every engineer, driver, distributor or client is connected to the system.A driver or a furniture assembly worker can send an SMS to a short number to confirm an order execution, and Salesforce dynamically processes the incoming message. The Customer communication channels have also been expanded by means of mobile technologies.
Embawood has gained transparency thanks to the introduction of Salesforce . The system allows to correct mistakes, shorten the timing of orders and optimize the product range in the warehouses.
The overload of the contact center was another important issue. Salesforce has automated a part of pre-sale and post-sale communications.This allowed the operators to handle all incoming calls requiring “live” communication with a client.
“The Salesforce system helped us to take a fresh look at our clients and understand their fundamental nature . Our priority is to provide high level services, and now it's much easier to move towards this goal”, comments Tamerlan Kurkiev, CEO of Embawood.