Customer Success Story: Texecom


By Lauren Keepers

About Texecom

Texecom is a leading UK-based security solution provider in security products and cloud-based security solutions that helps installers protect families, businesses and communities wherever they are.

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THE CHALLENGE: DISJOINTED SALES & CUSTOMER SERVICE OPERATIONS

Texecom had outgrown their previous CRM system which resulted in:

  • Restricted management for a small amount of data fields.
  • Limited capacity for data integrations of back-end systems or AppExchange apps during implementation, leading to unproductive workflows.
  • Constrained ability to create a viable lead generation channel using trackable phone call-related activities resulting in poor pipeline management and customer interactions.
  • A Leadership Team that was restricted in their ability to mentor and support sales staff in pipeline management.

THE SOLUTION: SALESFORCE SALES CLOUD & SERVICE CLOUD IMPLEMENTATION

After choosing to invest in Salesforce as their new CRM tool, Texecom partnered with Canpango in multiple in-depth discovery sessions to:

  • Evaluate the state of operations within Sales and Customer Service.
  • Identify opportunities to define, streamline and automate new business processes that aligned with organizational objectives.
  • Formulate and deliver a long-term Worker Experience (WX) solution that fosters sustainable growth.
  • Outline reporting requirements that translates into a dashboard design that accurately represents data visualization.

THE RESULTS: A UNIVERSAL WORKER EXPERIENCE (WX) STRATEGY

With a Sales Cloud and Service Cloud solution in place, Texecom Sales and Customer Service team members are now able to abide by a unified WX strategy that:

  • Defines the target customer through measurable, standardized cross-departmental KPI’s.
  • Improves Customer Experience (CX) by level-setting expectations around average phone call wait times.
  • Increases Customer Support data collection resulting in improved response times and accountability.
  • Advances qualitative understanding of product management through systemized call activity tracking.
  • Highlights competitor market strategy and reaction patterns to inform QA testing cases.

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Want More Details?

Get in touch with Canpango’s expert consulting team today to learn more about how we can help grow your business.

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