SUCCESS STORY

Truma

30 seconds summary

Short and simple

Digitization along the entire customer journey through a multi-cloud implementation for sales, marketing, internal and field service through to warranty processing.

service-cloud-logo

Requirements

  • Breaking down system and data silos
  • All data clearly in one place
  • Holistic digitization approach for all affected departments
  • New cross-departmental processes

Customer benefits

  • Holistic digitization creates a competitive advantage
  • Data access for all departments enables perfect customer support
  • Increase in data quality by means of standardized and automated processes
  • Increased efficiency thanks to optimal resource planning in the field service
  • Closer ties between partnerships through a platform with shared business processes
  • Meaningful reports and analyzes

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:

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

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

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

Salesforce multi-cloud implementation in three phases – digitization for a sustainable competitive advantage.

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

Contact us

Start the digital transformation.

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

Read the entire success story here

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

 

 

 

Read the entire success story here