Success stories
At DoIT Cloud Consulting our clients are our priority, we work under the Customer Centricity model,
making their business goals and objectives become our goals and objectives.
model, making their business
goals and objectives become our goals and objectives.
THE PROJECT
Aeromexico is a Mexican airline based in Mexico City’s international airport, covering domestic and international commercial flights. It has flights to more than 100 destinations in North, Central and South America, Asia and Europe. Thanks to an alliance with Delta Airlines, it offers more than 1,000 weekly flights between the United States and Latin America. Aeromexico controls much of its operation from Salesforce, allowing it to effectively streamline its processes.
Service Cloud allowed call center executives to control their entire operation from the service console in Salesforce, allowing them to register and follow up on all cases that arise in their day-to-day work with agencies, corporations and executives, such as requests for user class changes, name changes, invoice cancellations, discounts, excess baggage, etc. As part of the management performed by call center executives, it also included the management of the flow of budgets assigned to agencies, corporations and executives, allowing call center executives to consult this information at any time to respond with real and updated data while they are on the call.
As part of the work performed by the call center executives, it is possible to make queries from the service console for flight quota forecasts with daily updated information.
CHALLENGES
Communication was achieved with an in house system to consult additional information that call center executives need to know at the moment they are attending the case via telephone or emai, thus allowing to register all the information that is consulted in Salesforce to later obtain fully detailed reports of the follow-up of these cases.
Another important aspect of the implementation was to allow the management of internal requests from Aeromexico executives for changes, error corrections and updates in their Salesforce information, such as corporate, agencies, users, and in general all the flow of their information, in order to parameterize these requests and keep better control of changes and approvals. que se realizan.
THE PROJECT
The implementation of the Trade Site Agencias allowed to expose articles of interest showing news, GAM Experience and Policy Library in Spanish and English, all supported by Heroku and as a backend Salesforce.
Heroku allowed to support connectivity with Salesforce for login.
The content of each article is created, approved and published from Salesforce with automation of the publishing and archiving process. Replicating the Knowledge base structure, objects were created that allow for each article content, title, preview, attachments, etc, and achieve maximum efficiency of the content and its publication.
The integration with Genesys call center exposes the chat already configured within Salesforce validating its IATA for access.
THE PROJECT
Axalta Coating Systems is a global company with presence in America, Europe, Africa and Asia, and in more than 130 countries such as: United States, Mexico, Brazil, China, Japan, Korea, Germany, Belgium, France, Portugal; which is primarily engaged in the development, manufacture and sale of liquid and powder coatings. Axalta provides a wide variety of performance and transportation coatings for automotive and commercial vehicle manufacturers, the refinish market and for various industrial applications.
Through the Service Cloud platform, Axalta Mexico and Axalta Brazil are able to consolidate their service process into a single platform, through which they now have the ability to enter different types of information, such as: complaints (product or service), sample requests, return requests, information requests, etc.
At the same time, the use of the service cloud allows involving the different areas (Sales, Quality, Logistics, Credit) that participate in the different processes, being able to carry out the appropriate follow-up from the moment the record is generated until it is finalized. All this allows to measure the response times of all these areas and to have a good management of the company’s own SLAs.
Having a unified process simplifies the activities to be performed as well as the communication between the areas.
THE PROJECT
The main objective of implementing a CRM was to provide a quick and timely response to the administration and follow-up of the registry of doctors, offices, hospitals, clinics and pharmacies. Fundamentally, to be able to register and track the visits made by the medical representatives with the topics related to these visits such as: visit data, sample control, support, medical comments and orders with their respective products. Also, manage campaign strategies and integrations with other applications.
Dominican Republic, Colombia, Uruguay, Chile, El Salvador, Panama, Costa Rica and Ecuador.
“One of the great benefits is that response and follow-up times have improved considerably. We currently have a history of all the movements made with each of the doctors. Thanks to the tool we have a defined work plan throughout the year and we have visibility of each of our representatives.”
-Germán Aldrete. Sales Manager.
THE PROJECT
One of the greatest achievements was the consolidation of the service area with the implementation of Service Cloud. This allows the Customer Service Department (SAC) to register and monitor incidents in the departments and business units of the development, schedule activities of the work team and assign new customer requests. Allowing mobile agents to have a list of activities to be developed through the use of Salesforce1, integrating the areas of sales, customer service and the work team, simplifying activities and improving team communication.
At the same time, the client’s payment plan was generated and through the integration with its ERP it was possible to communicate the sales area with the accounts receivable area, simplifying the generation of the client’s account statements. Administration of office and shopping center rentals. Projecting the occupancy of spaces in specific periods. Allowing the legal and operations area to have visibility of the conditions and guarantees under which the lease contract is executed. All in one place.
Through Sales Cloud, the sales force follows up on potential candidates, apartment reservations and contract follow-up, including the planning of the payment model that the client selects within Salesforce.
THE PROJECT
Savare Medika is a leading company in the supply of medical equipment, accessories, consumables, spare parts and service in general. It offers state-of-the-art technology for imaging, cardiology, neurology, rehabilitation, ventilation, anesthesia, monitoring and sterilization from leading brands such as Philips, General Electric (GE), Natus, Care Fusion, Cardiac Science, Stryker, among others. The company has more than 20 years of experience in the Mexican Medical Sector.
Sales Cloud has allowed them to increase the productivity of their sales force, recording the negotiations of the various products that Savare Medika offers; manage their price lists and, through technological integration, know how many products are available in the warehouse and thus create sales orders to the operations team to make and plan the delivery.
Sales Cloud has allowed them to increase the productivity of their sales force, recording the negotiations of the various products that Savare Medika offers; manage their price lists and, through technological integration, know how many products are available in the warehouse and thus create sales orders to the operations team to make and plan the delivery.
Manage your installed base and track it through QR codes that allow mobile agents to know if the equipment belongs to Savare Medika and if it has scheduled maintenance.
THE PROJECT
Data Warden is a specialized IT service provider, offering customized solutions for companies with critical business processes that require high-performance solutions and a maximum level of security, always delivering results with an optimal balance between the client’s budget and effective risk management, aligned with business objectives.
Thanks to Sales Cloud, the company can take a whole business process that starts from managing their prospects, the timely follow-up of their customers, and even personalized issues such as the management of all the projects they need for after-sales.
An essential part of your operation is based on the Projects that allow you to gather and relate all the information of your inputs, purchase orders, delivery referrals, to be able to generate and capture invoices processed in your accounting system; all this while complying with the strict quality standards that your operation requires.
THE PROJECT
FlyAcross is a company that provides customized private aviation services, with the highest standards of safety and customer service. It has more than 5,000 m² of covered hangar and an outdoor platform of 8,200 m², aircraft storage, as well as first class facilities, being its hangar and FBO the best in Latin America.
Sales Cloud offered sales executives to keep track of potential leads, record the negotiations of the different packages until the sales cycle is completed, and determine the monthly commission percentage of each executive.
Sales Cloud offered sales executives to keep track of potential leads, record the negotiations of the different packages until the completion of the sales cycle and determine the monthly commission percentage of each executive.
THE PROJECT
After Salesforce.com’s announcement to disable the Desk.com platform on March 13, 2020; many customers continued the need to maintain efficient communication and service with their customers.
Customers can request personalized attention and contact their executives to resolve particular issues. Segundamano’s team responds quickly and promptly to each ticket using automated functionality such as macros, templates and autoresponders.
All functionality is monitored and analyzed in reports and dashboards, so they can review the behavior of customers and agents to make decisions.
With Service Cloud, Segundamano has managed to create a self-help portal with the brand image, so that their customers can consult the content generated for them such as frequently asked questions, news, information on the services offered, etc.
All the information is integrated with Google Analytics to know the behavior of their customers when browsing their portal and thus be able to make decisions about the content displayed.
THE PROJECT
PROPIO is a Housing Facilitator company backed by a Business Group. Today it has delivered more than 350 homes, representing more than 350 families who stopped living in rented housing and are now investing in their own home. Thus guaranteeing an asset for the future of their children.
Potential clients are part of the pre-sale process, where they select the property of their interest, so that in turn, Propio staff pre-qualifies the prospect. Once the pre-qualification is successful, the potential client becomes a Propio client, which allows him/her to apply for a loan within PROPIO and in turn, obtain the property of his/her interest.
This entire process is managed by Salesforce, from the assignment or creation of a task (call, visit, etc.), to the control of lots/property.
With Salesforce through Digital Engagement, Propio has managed to connect their Whatsapp and Facebook channels to ensure better communication with their customers and prospects, allowing them to provide a better pre-sales service, making available properties known. They also manage the pre-sale, sale and post-sale process.
