Company begins to implement Salesforce solutions to improve processes and improve products through the experience of its consumers
In 2020, the Nexxera Group started to implement the CRM (Customer Relationship Management) platform of Salesforce, a global leader in CRM, in the company's operations. The use of the platform is part of the company's project - one of the main companies in the field of banking and mercantile technology in the country - to promote the digital transformation of procedures and, at the same time, guarantee a 360-degree view of its chain as a way to improve the customer experience.
The contracted solutions – Sales Cloud, Service Cloud, Marketing Cloud and Partner Community – aim to improve the relationship with the target audience by integrating processes, better managing the business in both customer service and commercial management, expanding engagement via digital marketing and manage the relationship with partners.
With this initiative, the Nexxera Group's objective is to make the management of customers even more efficient, by accompanying them in all stages of the journey. Through these solutions, this monitoring will be possible, from the generation of leads (opportunities) and during calls, resulting in a more efficient approach for the sales team, smarter marketing and, consequently, greater success in closing deals.
The philosophy applied by Salesforce solutions has as its main objective to help companies to know their customers better and deliver the desired results by consumers during the experience with the brands. By adopting Salesforce, the Nexxera Group intends to align its goals with the consumers of its services to obtain very positive results for both sides. Monitoring takes place throughout the process until delivery of the final product.
“Using Salesforce solutions in our processes should make our end-to-end customer management even more efficient. This enables, above all, their engagement in our follow-up journey and, in this way, promotes a real transformation in the experiences of this audience”, explains Fernando Aguiar, one of those responsible for implementing the solution at the Nexxera Group.
With the use of the new platform in the company's processes, the products offered to the company's consumers should undergo further improvements, says Daniele Raupp, another person responsible for the project. “This will happen because the company will base itself on the experience of its customers to improve its services and its available solutions”, he says.
In addition to the Nexxera Group, other large companies have already adopted Salesforce in order to improve their customers' experience. This list includes giants such as the aircraft manufacturer Embraer, the Edenred Group — which maintains Ticket Restaurante and Ticket Alimentos —, iFood, Mc'Donalds and Marfrig.
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