Coating manufacturer gains full control of the sales process
Cipatex, a manufacturer of coatings and active in various segments such as footwear, furniture, mining, agribusiness and automotive, is currently undergoing a transformation in its processes and, to better manage its business and improve customer service, has adopted Sales solutions Cloud and Partner Community from Salesforce, the world's leading customer relationship management (CRM) platform.
The company had the challenge of improving the management of the sales department. “The teams collect the orders following a set of process flows and carry out all the necessary validations for production and invoicing”, says Renato Bafi, information technology manager at Cipatex. “The commercial area, therefore, was our starting point with Salesforce's services, so that new portfolio, pricing and authority policies could be implemented”, he adds.
The entire implementation process took about 5 months, covering the internal and external sales departments, as well as their managements; commercial director and marketing management (pricing). During the process, user engagement was essential. “The new features were widely discussed with the departments that have customer service, with the objective of qualifying the solution”, says Bafi.
Even with Salesforce's services still in the initial phase, Cipatex has already seen several gains related to the alignment and optimization of the sales process. Another big highlight in the process was the adoption of the Chatter application by teams. "The issues of mobility and portability were decisive factors in choosing Salesforce products", explains the executive. The application even tends to be a single source of communication for the team, managers and directors in the coming years.
Also for future actions, Cipatex intends to implement other initiatives to improve the consumer experience, expanding the use of services to all areas that have some type of relationship with the customer.
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