One of the main port operators in the country, BTP offers many services related ship operations and has a 490,000 square- meter multiuser terminal, approximately.
With an exponential growth and an elevated number of information about customers, BTP had the challenge of optimizing commercial and customer service flows. The mission was to automatize those processes and help the company to be more efficient in them.
Our work was to implement a system to strengthen the sales and customer service teams by using the best Sales Cloud, Service Cloud and Marketing Cloud functionalities. Understand as Salesforce solution performs an important role in this project:
Thanks to Sales Cloud implementation, it was possible to customize the commercial flows, adapting them to many sales rules aligned with the company goals. Besides, the system is able to manage opportunities, offerings, customers, contracts and BTP products.
Service Cloud implementation was crucial to boost BTP customer service. All of the email messages and calls from the Customers Service Center are changed into case studies so that the terminal is able to provide its customers a high level service.
Thanks to Marketing Cloud functionalities, the solution that was proposed by Imaginedone allows the creation of a journey of charging and docking, automatizing orders and generating reports. The implantation was integrated to the company internal system, fulfilling the previous demands and flows.