Improving the sales process of Ruptela

Ruptela plans to join the TOP 40 largest global providers of telematics solutions. Our task was to support the company in the implementation of these plans by improving the sales process – building it again in Salesforce CRM (Customer Relationship Management). Ruptela had not previously used the CRM system. This function used to be performed by their ERP (enterprise resource planning) system; however, it did not fulfill its role (among others, due to the lack of unified sales data and a delay in data processing).

The implementation of the CRM system was more and more urgent. There was a need to collect customer data in one place and, thanks to one tool, to combine the distributed activities of the company’s individual branches. Until now, they have worked in their own way – in line with their procedures and on various tools. Manual, lengthy processes prevailed. It was very precisely calculated that due to the lack of company-wide standards for the sales process (mainly the lack of the CRM system), each agent lost 59 minutes a day. The work of an agent with a lead (from the “lead” status to the “customer” status) lasted up to 7 months. The deviation from the adopted annual sales plan was 26 percent.

Together with the customer, we assumed that thanks to the implementation of CRM, namely, the introduction of a uniform sales process and automation of activities, it would be possible to save almost 15 thousand hours per year. Half of the time saved was planned for direct sales. As a result, the lead conversion time would be reduced by two months, and the deviation in the annual sales plan would decrease – initially – to 20 percent.

Seventy minutes a day – this is a real-time saving that every agent has experienced thanks to the implementation of Salesforce CRM. How does this profit result in particular everyday activities?

Picture 1. Benefits of implementation

The sales team is working now on one platform. Thanks to Salesforce CRM, it was possible to work with customers regardless of the source from which the order is processed. How does it work in practice? There are several different databases in Ruptela ERP. All of them are linked to the customer’s location. However, customers sometimes order products from a different database than the one to which they are assigned. Thanks to the integration of ERP with Salesforce, salespeople have access (in Salesforce) to various bases. They also have the opportunity to work on the so-called inter accounts (service of the same customer by several sales teams). Therefore, the entire customer’s history is accessible in one place.

• Salesforce retrieves customer data from ERP (such as financial and payment data) and vice versa – a new customer account created in Salesforce automatically appears in ERP.
• Both planned KPIs (key performance indicator) and achieved sales results are fully transparent. It is also possible to report them clearly and easily – the process of reporting data and working with it is supported by numerous dashboards, designed at the customer’s request.
• Agents appreciate the automation of activities, especially those necessary in everyday work – routine “time absorbers”. An example of an automated process is generating documents (such as offers) in Salesforce. Templates are available in various language versions (including Polish, Russian, English, and German). The offer includes information about the ordered product, quantity, price, and discounts. A pro forma invoice is generated when completing the order, and then Salesforce submits it to ERP.
• Activities related to granting discounts to customers and their acceptance were also automated – this is possible thanks to pricebooks creation. The entire company’s offer was organized and systematized in them.
  • The discount granting is an important and complicated part of the sales process, both in terms of a rich and varied offer and the methods of calculating discounts (they depend, among others, on which products and in what quantities will be placed in the order). If the customer has already received a discount, the system adds a discount of the same amount on the next order. It does not require the sales manager’s approval (unless the contract includes individual arrangements).