Hypercare & Salesforce Optimization
Products Used
Sales Cloud
CPQ
Billing
FinancialForce SCM
Client
GemOne
Since
2023
Location
Kortrijk, Belgium.
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Client Profile
GemOne provides fleet management solutions, delivering advanced telematics to help businesses optimize their operations, enhance safety, and reduce costs. Their comprehensive solutions integrate seamlessly with various systems, offering customers real-time insights into their equipment and vehicles.
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Challenge
Challenge: GemOne faced significant challenges with their Salesforce implementation, initially carried out by a previous consultant. The issues included:
- Lack of satisfaction with the initial implementation.
- Data inconsistencies and systemic errors in critical areas, like invoicing, were causing errors and delayed payments.
- Staff turnover, including the loss of a key process manager, further disrupting operations.
- Limited internal expertise and training, affecting 60+ salespeople and additional team members across three global regions.
- Financial constraints due to limited funding.
- Specific technical issues with FinancialForce SCM, including inaccurate inventory data.
Solution
Solution: Maintask stepped in with a comprehensive hypercare support plan to address GemOne’s challenges. The focus was on stabilizing and optimizing their Salesforce environment. Key actions included:
- System Stabilization: Reconfigured and optimized Sales Cloud, CPQ, and Billing to address data inconsistencies and streamline the quoting processes.
- Invoicing Automation: Overhauled the invoicing process, ensuring accuracy and timely payments for GemOne’s clients.
- Data Fixes: Identified and resolved critical data issues, recreating orders where necessary to ensure system reliability.
- Enablement: Provided supporting materials and best practices, equipping GemOne’s sales teams and operations staff to use Salesforce effectively.
- Inventory Management: Addressed inaccuracies in FinancialForce SCM, enabling better and more accurate inventory tracking.
Results
Results: Our hypercare support provided immediate and measurable benefits for GemOne:
- Stabilized their Salesforce operations.
- Resolved urgent issues that had disrupted business processes.
- Improved cash flow by ensuring timely client payments through proper invoicing.
- Enabled efficient use of Salesforce tools across three global teams with tailored training.
- Increased confidence and trust in their Salesforce environment.
- Delivered solutions within a tight budget, maximizing value.
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