7 Grams Coffee
Office Coffee Machine Rental
How to 2X your Revenue and 3X your Client Base?
Before implementing Salesforce, 7 Grams Coffee PTY LTD was facing several challenges in efficiently managing their coffee machine rental business and serving their diverse customer base of around 1000 customers across Australia.
Challenges
01.
Sales and Enquiries Management
Handling new sales inquiries and corresponding emails manually could lead to inefficiencies and potential customer data loss. This process might have been time-consuming and error-prone, affecting the responsiveness to potential customers.
02.
Customer Tracking and Asset Management
Without a centralised system, keeping track of customer details, their coffee machine assets, and the associated information such as maintenance schedules and service history could be complicated. Manual record-keeping might have led to inaccuracies and a lack of visibility into customer interactions.
03.
Diverse Ordering Habits
With a varied customer base ranging from small businesses like petrol stations to large corporations like banks, understanding and adapting to different ordering patterns and needs would have been challenging. Manual tracking of orders based on business size could lead to mistakes and missed opportunities.
04.
Service Scheduling
Ensuring timely servicing of coffee machines is crucial to customer satisfaction and machine longevity. Manual tracking of service schedules might lead to delays, machine breakdowns, and customer dissatisfaction.
05.
Customer Queries and Billing
Managing customer inquiries, requests for support, and billing manually could be time-consuming and might result in slow responses and potential errors in bill calculations.
06.
Efficiency and Scaling
Manually managing a growing customer base while maintaining high-quality service could become increasingly difficult, potentially limiting the business’s ability to scale and take on more customers.
The challenge for 7 Grams Coffee PTY LTD was to streamline and automate these various processes to enhance operational efficiency, improve customer experience, and enable sustainable growth. 7 Grams Coffee PTY LTD proactively addressed their challenges through the implementation of Salesforce. Through the strategic implementation of Salesforce, 7 Grams Coffee PTY LTD adeptly navigated their operational challenges, showcasing how this comprehensive solution isn’t exclusively reserved for larger enterprises. By centralising customer interactions, optimizing order processes, integrating with Xero for billing, and embracing WooCommerce for online orders, they debunked the misconception that Salesforce is too extensive for small businesses. Instead, they harnessed its power to facilitate growth and scalability, enabling them to compete on a level playing field with industry giants.
ARCHITECTURE
Solution
01.
Sales and Enquiries Management
Leveraging Salesforce‘s CRM capabilities, they streamlined communication by integrating their WordPress website forms, centralising sales inquiries and emails, ensuring prompt responses to potential customers.
02.
Customer Tracking and Asset Management
With Salesforce , they established a centralised repository for customer information, coffee machine assets, maintenance schedules, and service history, ensuring precise and transparent record-keeping.
03.
Diverse Ordering Habits
Custom configurations within Salesforce Sales Cloud accommodated varied ordering patterns based on customer segments, facilitating accurate order tracking and personalised customer engagement.
04.
Service Scheduling
By harnessing Salesforce Flows, they implemented automated service reminders and schedules, minimizing machine downtime and reducing the likelihood of breakdowns.
05.
Customer Queries and Billing
Utilising Salesforce Service Cloud‘s case management tools, they efficiently managed customer inquiries and support requests. Integration with Xero streamlined billing processes, enhancing accuracy and ensuring timely billing management.
06.
Efficiency and Scaling
With Salesforce‘s cloud-based scalability, they seamlessly managed their expanding customer base while upholding service quality.
07.
Efficiency and Scaling
Through integration with WooCommerce, their online shop, they further streamlined the order process. This integration enhanced the efficiency of order handling and provided a cohesive customer experience.
Through the strategic implementation of Salesforce, 7 Grams Coffee PTY LTD adeptly navigated their operational challenges, showcasing how this comprehensive solution isn’t exclusively reserved for larger enterprises. By centralising customer interactions, optimizing order processes, integrating with Xero for billing, and embracing WooCommerce for online orders, they debunked the misconception that Salesforce is too extensive for small businesses. Instead, they harnessed its power to facilitate growth and scalability, enabling them to compete on a level playing field with industry giants.
