PME sales team gains more focus on customer relationship
Velki, a Brazilian company that designs and develops instruments and solutions for measuring pressure and level of liquids and solids, used Salesforce to support the change in the company's sales culture. Now, the sales team is able to return complete quotes in less than 10 minutes, well below the nearly 30 minutes required before implementation. In addition, pricing errors have receded 50% thanks to the use of Salesforce CPQ. The impact is quite significant, considering the 300 budget requests per month.
The production process for Velki's quotations was completely manual and, due to the variety of options for product development, each choice directly impacts the final price. This range of combinations makes the operation too complex for manual work. The budgets demanded a lot of attention from the salespeople, who needed to avoid errors in the calculations and in the chosen specifications.
“Our product is highly changeable and each combination of variables impacts the final price, so salespeople needed a lot of attention when filling out and calculating quotes,” says Daniel Eller, CEO of Velki. “Because it is a variable and manual process, we ended up with many errors in pricing. With Salesforce, we were able to automate budgets and leave salespeople free for service and sales, improving the relationship”.
To improve the time, quality and assertiveness of budgets, Velki implemented Salesforce CPQ. With the solution, salespeople are now able to fill in quotes much faster and the system itself takes care of price changes and guides employees during the completion of each step of the quote, reducing any possibility of error.
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Salesforce setup was all done by Velki's own team, including the CEO. To facilitate understanding of how to customize technologies within Velki's business process, the company used Salesforce Success Cloud Accelerators, which are one-on-one virtual sessions with Salesforce experts that solve specific customer challenges.
"We learned how to configure the solutions through Accelerators and Trailhead, which is a free learning platform in Salesforce. In this way, we build excellent customer relationships today and prepare for the growing demand of tomorrow."
One of the novelties was the implementation of Salesforce Pardot, which generates insights to help Velki in the transformation. With it, the company has a complete view of requests and interactions with customers on the website and with digital content, supporting sales and relationship strategies. From the level of customer engagement, it is possible to automate communication journeys or suggest an action to a professional on the sales team involving the customer or potential customer.
In addition to supporting the adoption of Pardot and Salesforce CPQ, the Accelerator and Trailhead approach also contributed to the implementation of Salesforce Sales Cloud for sales automation and Salesforce Service Cloud for customer service.
“Velki is an example of a small company with a big vision. Realizes that the success of the brand passes through the success of the customer and makes the team more efficient. It implements solutions and trains itself to provide a better connected customer experience”, comments Daniel Hoe, Salesforce Marketing Director for Latin America.
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