Page 37 - MMI- Nov-Dec-2021

Besides product details, every
customer interaction is now
available on the Sales Cloud.
This includes details such as
how likely a lead is to convert,
or how urgent a customer need
is. A mapping of customer pro-
files and the solutions they may
need has also been set up.
All this data provides the Sales
teams with the intelligence to
get the best out of every cus-
Source: Gemini Power Hydraulics task creation also ensures time-
tomer interaction. Automated
boosted
ly follow-ups,
and
has
productivity by around
60
per-
cycle by 10 percent.
“Salesforce has opened a cent, while shortening the sales
The focus on processes has also
completely new perspective for us
in terms of what a CRM can do.” meant the company’s salespeo-
ple are able to consistently offer
Rajiv Sethi
Founder customers comprehensive solu- Automat-
Gemini Power Hydraulics
tions rather than merely selling ed task
products. No longer person-de- creation
now ensures
pendent, the Sales teams work
timely
internally were limited by off the data and streamlined follow-ups
what we knew and how much processes for decision-making. by the Sales
we could program into them,” “We have said goodbye to sub- teams, and
shares Sethi. jectivity in our sales cycle. Sales- has boosted
productivity
In 2019, Gemini decided to de- force has made sales processes
by around
ploy Salesforce to ramp up its and decision-making entirely 60 percent,
digital journey. data-based,” he adds. while short-
ening the
sales
Building a process-driven Improving service
cycle by
cycle processes with Salesforce 10 percent.
Gemini’s existing CRM solution Gemini Power Hydraulics has
was static and only partly on the also automated service processes
Cloud. This meant two things – on the Service Cloud, and is now
the Sales teams did not have focusing on optimizing them.
a code to standardize the sales access to the latest product in- Service agents record customer
quotation process so his Sales formation such as price, version, service calls on the Service Cloud.
team could serve customers in- and availability when at the Each call request is assigned as a
dependently and consistently. customer site. There was also case to the asset which needs
As Gemini has grown, so has the no way for them to record de- repair, and a ticket is raised. The
use of technology. Since it operates tails of customer interactions on final goal is to see, at the click of
in a capital-intensive industry, Ra- the go. So, a complete informa- a button, the complete schedule
jiv sought to reinvent Gemini’s tion needed to make decisions of repairs that have been per-
processes for greater efficiency. He during customer interactions formed on one or many assets
started with sales processes. was not always at hand. owned by a customer.
The Sales teams used to record With Salesforce CRM software, The streamlining of the service
customer interactions on vari- salespersons now have infor- process has boosted the Service
ous home-grown and branded mation updated in real-time at team productivity by 10 per-
CRMs (Customer Relationship their fingertips. “Salesforce has cent. Going forward, a single
Management). But these solu- opened a completely new per- customer view will help Gemini
tions fell short in what they spective for us in terms of what promptly offer options to cus-
could offer. “The CRMs we built a CRM can do,” notes Rajiv. tomers whose assets fall outside

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