Page 38 - MMI- Nov-Dec-2021

the warranty period. The sys-
tem will also collect customer Challenges:
feedback to help improve the • Gemini Power Hydraulics was looking towards reinventing
next generation of products.
it processe for greater efficienc I sale processes, the
Sales teams would earlier record customer interactions on
Driving adoption
of Salesforce across various home-grown and branded CRMs. They were static
the company and only partly on the Cloud.
The Management team at Gemini
Solution:
is highly focused on boosting the
adoption of Salesforce across the • The company has switched to Salesforce CRM that ensures
company as a path to digitization. that product details and every customer interaction be
“We have always been a tech- available on the Sales Cloud. Details such as how likely a
nology-first company. The cus- lead is to convert or how urgent a customer need also get
tomers are increasingly expect- stored. A mapping of customer profiles and the solutions
ing to interact with us digitally. they may need has also been set up.
So, making Salesforce the single
source of truth for all our em-
Benefits gained:
ployees is a step in that direc-
tion,” states Aahan Sethi, Direc- • Automated task creation now ensures timely follow-ups by
tor, Gemini Power Hydraulics. the Sales teams, and has boosted productivity by around 60
To achieve this, Rajiv and Aahan percent, while shortening the sales cycle by 10 percent.
The company
has also have hired an Adoption Execu- • No longer person-dependent, the Sales teams work off the
automated tive who is charged with evan- data and streamlined processes for decision-making.
service gelizing Salesforce across the
processes on company. Teams are strongly • Gemini Power Hydraulics has also automated service
the Service discouraged from having con- processes on the Service Cloud, and is now focusing on
Cloud and is optimizing them. Its streamlining has boosted the Service
now focusing versations on any other digi-
on optimiz- tal platform; all customer and team productivity by 10 percent.
ing them. Its project conversations must be
streamlining captured on Salesforce. Internal
has boosted communications like memes Einstein for predictive sales and
the Service Building a customer 360
team pro- with pop culture figures are used on Salesforce preventive maintenance. Even-
ductivity by to drive home the message that Thus far, the company is happy tually, the entire customer jour-
10 percent. every business activity needs to with Finesse as an implementa- ney will be on Salesforce.
be captured on Salesforce. tion partner. “They have great Inspired by gamification, Aahan
The Management team also re- process understanding and know is also looking at building a cus-
quires all offline conversations how it can be translated into a tomer community on Salesforce.
to be supported by dashboards technology solution,” says Rajiv. Here customers will be able to
and reports on Salesforce. Gemini is now pursuing compa- find everything they need about
Whenever a report is discov- ny-wide digitization to achieve Gemini’s products and solutions
ered to be on Excel, internal de- even stronger business process at the click of a button. Two-way
velopers are immediately asked orientation. “All our processes discussions on the communi-
to migrate it to Salesforce. are being baked into Salesforce. ty around new and innovative
Gemini will soon move to cloud As Aahan rightly said, it is products and applications will
telephony for sales calls, so our single source of truth,” keep customers involved and
these are recorded on Salesforce he adds. help to cross-sell and up-sell.
as well. All employees are also The company is implementing “We want to start moving be-
being trained on Trailhead to Pardot for personalized and tar- yond brick and mortar selling
boost the adoption. geted communication with cur- to complete digitization and
As adoption increases, more rent, dormant, and prospective automation. A Gemini employ-
employees are updating import- customers. Pardot will also be ee should be able to just open
ant data and fields. With this, used for product launch cam- their laptop anywhere and
Gemini can generate richer re- paigns and drip marketing. The access anything they need to
ports and dashboards to make team plans to use Tableau for connect with the customer,”
better decisions. deeper data-driven insights and concludes Aahan.

38 | November-December 2021 Modern Manufacturing India