SUCCESS STORY
Truma
30 seconds summary
ABOUT THE PROJECT
Why Salesforce
& Salesfive
Truma is the European market leader for heating and maneuvering systems in the caravanning sector. Since the beginning of 2019, the company has been working with Salesfive on the digitization of various business areas.
To leverage the competitive advantage of digitalization, Truma chose Salesforce as a comprehensive and scalable solution. For Truma, Salesfive was the perfect fit as a partner: the solution approach and the design of the collaboration met all requirements.
“Digitization with Salesforce and Salesfive gives us a significant competitive advantage. We are one step ahead not only in technology, but also in customer management.”
– Tobias Schwarze, IT project manager, Truma
Salesfive & Truma
Large project in three project phases
The complex introduction of the various clouds was implemented in three phases:
1. Digitization of sales and marketing 
In the first step of the digitization strategy, marketing and sales were initially connected to one another in a cloud in order to generate more in-depth knowledge about end customers. Furthermore, the strategic B2B sales was digitally expanded with new structures.
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Sales Cloud Implementation
- Automated sales process
- Documentation of all sales activities for transparency between back office and field service
- Administration of all product trainings including the creation of certificates
- Management of internal and external trade fairs
- Central storage location for sales documents and competition analyzes
Pardot implementation
- Automation for B2B email marketing and website tracking
- Setting up a new newsletter structure for partners and B2B customers
Social studio implementation
- Control of all social media channels in one system
- Scheduling of postings down to the minute
- Community management within the system
2. Digitization service – inside & field service
In the second step, the B2B and B2C service processes followed. With a multi-channel solution, all service requests are received in one system. The restructuring and digitization of the service processes is replacing the classic disposition: Optimized resource planning for the field service. The entire repair process, including warehousing, is carried out using the service technician’s mobile device.
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Service cloud implementation
- Receipt of service requests via all channels
- All information bundled in one place: master data, customer processes and stored devices (for end customers)
- The feedback function in the system enables service technicians to transfer information transparently to sales and product development
- A stored error catalog with predefined examination procedures makes it easier for the service staff to analyze errors
Field Service Lightning implementation
- Restructuring of the entire service processes
- Partially automated planning of the service technician team with scheduling, travel times and direct indication of the problem solution
- Mobile device as a central tool for the entire repair process: error analysis, processing & completion of service orders including automatic forwarding to the accounting department
- Offline availability enables continuous processing without data loss
3. Digitization of the trader portal & warranty processing
The last step involved designing the partner portal. A new service and warranty process for traders and OEMs has been created with the Salesforce partner community. The specialty: an error catalog with click flows and an intuitive search function leaves the complexity out.
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Partner Community Implementation:
- Handling of warranty cases, complaints or repairs through the new partner portal
- Intuitive usability through guided click flows
- Independent recording of all processes by the B2B partner reduces Truma’s workload
Individually developed error catalog:
- Documentation of all defects and errors
- Intuitive search function makes it easier to find errors, including a corresponding proposal for a solution
- Quick and easy troubleshooting thanks to step-by-step instructions
- The error catalog was integrated into the sales and service solutions
THE RESULT
Salesforce by
Salesfive
Our Salesforce Solution
- Introduction of Sales Cloud, Service Cloud, Partner Community, Field Service Lightning, Social Studio and Pardot
- SAP Integration
- Development of your own error catalog
- Customization and development in every cloud
The advantage for Truma
- Digitization of all customer-oriented departments increases efficiency and data transparency
- Getting to know the end customer needs through comprehensible customer history and marketing analyzes
- Common platform enables close cooperation with all partners
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Other success stories
This is how we have already helped other customers
DAIKIN
Multi-cloud implementation: Sales and service departments work on a common platform. Seamless process flow and linking of all data in one place are thereby ensured.
Clouds used:
- Sales Cloud
- Service Cloud
- CPQ
- Field Service Lightning
EDGE
Salesforce as a central address book and customer management system. The Sales Cloud as a bridge to marketing and opener for exciting customer insights.
Cloud used:
- Sales Cloud