Cambium Retail

Sales, Service and Field Service automation for a leading Retail dealer, trader and importer

CLIENT NAME
Cambium Retail

INDUSTRY
Retail

SALESFORCE PRODUCTS
Salesforce Sales Cloud, Service Cloud, Salesforce Field Service (SFS)

About Customer

Cambium Retail Pvt. Ltd. is a highly trusted Indian authorized retail dealer, trader and importer since 2015. Their product range is Robot Vacuum Cleaners and Robot Vacuum Cleaner Accessories. The company has already established itself as one of the largest premium sellers on Amazon and Flipkart. They procure their products from highly trusted and renowned vendors after rigorous market analysis. Their industry reputation is for offering great products at reasonable rates and delivering within the promised time-frame.

The Challenge

Cambium Retail decided to use Salesforce solutions to support its sales and service teams because they were facing challenges with their existing processes and funnel reporting. There was no way of tracking pipeline, targets and actuals, leading to poor targeting and wasted time by the sales team. The teams did not have a good handle on customer data, making it difficult for them to deliver flawless customer experiences across all services and products. Lack of service provisions from online commerce portals hindered providing better customer service to their end-users. The company wanted to empower its field personnel to serve customers better. They were facing many problems in managing the work orders due to siloed data and disconnected field workers. Keeping track of their inventory and product was also getting difficult. They felt that it was time to automate service processes to be monitored easily by management and efficiently utilise the field workers. Cambium Retail chose Aethereus to help to streamline their business processes.

Our Solution

Aethereus performed the sales, service and field service transformation for Cambium Retail to implement real-time sales and service automation for sales and support teams and improve data visibility.

Aethereus used Sales Cloud to form the base of the customer relationship across different teams. The complete sales process starting from lead qualification, effective pipeline tracking to the order finalisation, was structured. We redefined critical aspects of sales automation like lead, campaign and opportunity management.

Service cloud ensured that agents effectively respond to customers. Cambium Retail field agents were now able to receive cases through multiple channels, helping them track all queries coming in and resolve cases efficiently. These included their call centres (Knowlarity integration), website (Web-to-case), mails (email-to-case) and Whatsapp.

After implementing FSL, the management assigned jobs based on the expertise and availability of the field technicians. Their customers were able to have a superior level of service experience from their field teams, including signing the completed work orders digitally. The field agents’ productivity also went up, as they were able to log visits, capture timesheets and capture documents and images from the same application.

Quantitative Impact

Increased Field Agent Productivity

25% increase in field agents' productivity

Increased Capacity Output

300% increase in capacity output

Qualitative Impact

Increased Customer Satisfaction

Customer satisfaction increased, leading to high CSAT scores on the marketplace.

Enhanced View of Workforce

360-degree view of workforce management for more efficiency

Reduced Sales Cycle Time

360-degree view of customers with an integrated platform improved the sales team's user experience and improved sales cycle time.

Improved Technician-customer interactions

Better collaboration between technicians and head office empowered technicians to allocate more time to customers instead of administrative activities.

Reduced logistics and Inventory costs

for the company because of improved inventory and product tracking

Greater Efficiency per Job Completion

The company saved approximately 2 hours per job completion every day.

Pradeep Kumar
Cambium
CEO

Working with Aethereus is a great experience for our Salesforce Field Service Implementation. We had an extremely aggressive timeline for our project and were able to complete it on time with no disruption. We have been to plan our field service agents in a very effective and easy manner through the implementation. Our team have been able to operate on the system quickly with proper guidance and training from Aethereus.

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ABOUT AETHEREUS

We partner with our clients to solve their most challenging customer experience problems by leveraging the power of Salesforce with cutting-edge technology and a design-led approach. We have been Salesforce Partner since 2019. 

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