Just three years ago BTS had only two branches. One in Beverwijk and one in Wognum. After that, Amsterdam and Hoofddorp were added within a few short months. Yolanda Hoebeke had experience with CRM systems and was allowed to further develop Salesforce at BTS. ‘I think a good CRM system is super important because it controls your entire business. It makes communication easier because everyone knows what is going on with the customer and you can use it to make clear reports.’
Clear insight
Yolanda saw, above all, that the Inside Sales team had a great need for clear information. ‘When an account manager from the field service has made a quote, the office service gets to work. They arrange everything with purchasing, with the workshop, the builders, and the planning up to and including the moment a truck or van is delivered to the customer. They do this, of course, in close consultation with the sellers. Using Salesforce saves a lot of consultation and administration time.”
Sparring with fellow dealers
The choice BTS had made for Salesforce was inspired by MAN, the importer, says Yolanda. “They have a dealer portal in Salesforce and forward the leads via Salesforce to us as a regional dealer. MAN also pays for part of the licenses. That naturally helped with the choice.’ Yolanda contacted fellow dealer Den Engelsen to discuss the use of Salesforce.
‘Welisa is a pleasant partner to work with, pragmatic and thinking along with the client’
360 degree customer view
The first step was the establishment of clear dashboards. This provides management with an overview of current affairs, and they can clearly measure the results. All kinds of additional customer information is also available in Salesforce, such as visit reports. Additionally, sales personnel can easily follow up on leads. Yolanda: ‘Together with Welisa we brainstormed what is needed. I think Welisa is a pleasant party to work with, who thinks along and is pragmatic.’ Our after-sales service has now also been connected. ‘That is amazing. It gives us a 360 degree customer view. It could indeed happen that a customer had visited the workshop with a complaint, but that the salesperson then unsuspectingly visited to sell a new car. That can no longer happen. The seller can respond much better to the situation.’ BTS is also already thinking with Welisa about how other systems can be linked, concludes Yolanda. “I feel very supported and unburdened.”
The company BTS
- Has been a MAN truck and delivery vehicle dealer and service provider for Volkswagen for 25 years
- Offers everything under one roof: Sales, rental, service, maintenance and carwash
- Delivers 24 hour roadside assistance
- Has grown quickly and now numbers 125 employees spread over 4 locations
The challenge
- BTS has in a short timeframe grown from 2 to 4 locations. The work processes need to be structured better.
- BTS wants clear communication between the field staff, office staff, procurement, workshop and scheduling. Everyone should have access to customer information.
- There is a need for better reporting to management.
‘Thanks to Salesforce we are saving on a lot of meetings and administration’
The solution
- Within Salesforce the account managers make a quote after which the office staff can check its status, knows when it will become a job order and can start the required tasks.
- Sales staff place client visit reports in Salesforce so they can easily follow up on leads.
- Several dashboards have been implemented. All relevant departments can see a client’s overview and information.
- The dashboards give managers insight into sales opportunities and show why an assignment was unsuccessful or not.
- Clients are separated into categories A, B and C. This relates to the visitation frequency.
The results
- BTS saves time because there are fewer meetings and required administration.
- All of BTS’s employees have insight in the state of affairs per client.
- Sales staff are better prepared when visiting a client, allowing them to better serve their clients.
- Client satisfaction is improving.
The future
- Soon the automated billing of maintenance contracts will be implemented.
- The coming time BTS will be investigating which connections are required with other systems. Currently the client is manually introduced in multiple systems. This is prone to error and not efficient. The preference is for a client to ‘start’ in Salesforce and then be automatically imported in other systems.
- BTS has, together with Welisa, built a roadmap to further map required connections and additional automation desired in the future.
