They wanted to move away from managing their customers via manual methods. They realized that they need a CRM application to manage their business operations and chose Salesforce Sales Cloud as their CRM tool and Wilco Source as their implementation partner.
Some of the challenges in their current processes were:
- They were not able to keep up with their calling schedule as they did not have an automated process to remind them about calls that needed to be made.
- There was no way to track that sales teams were meeting the defined calling frequency for each account.
- They could not create basic performance reports such as which sales rep is making most of the calls vs. which sales rep is making the least number of calls because it would consume too much time.
- They needed a solution capable of managing their accounts and reminding agents when to call on each account. They wanted all calls to be visible and to show up in reports to hold sales reps accountable.