The company, which has been in existence for over 20 years, distributes products from other manufacturers in related ranges, and targets medical analysis laboratories and hospitals, with a sales and customer relations team of around ten people. The company is headquartered in Puteaux, with an operational unit in the Var region.
Sylvie Saurine, Director of Operations, oversees sales administration, purchasing and inventory, technical support, regulations and calls for tender. She testifies to Kestio s contribution to the use of the market-leading CRM solution Salesforce: "We installed Salesforce in 2015, but had difficulties setting it up. In the absence of advice and support really geared to our needs, and following a number of disappointments with our service providers, we turned to Kestio to get the most out of the tool."
Kestio : How did the mission start?
Sylvie Saurine: We began our collaboration with Kestio with two days of face-to-face training for our sales teams.
The aim was to put them back into the general context of the company and propose a common knowledge repository on business processes, CRM use, objectives and common interest.
Then we started regular online coaching with the Kestio teams to train Salesforce CRM project managers: sales, marketing and operations managers. This format enabled us to take into account each person's specific needs very effectively.
For example, the creation of certain fields or the importing of ERP data with additional Dataloader-type tools, and parameter upgrades. We've discovered new functionalities and uses, and optimized them very quickly. We're on a schedule of 1 to 2 sessions a month, which we take in turn as the need arises.
Kestio : Is this enough for your needs?
Sylvie Saurine: For the moment, yes.
The truth is, we appreciate the relationship of trust and the fact that we can go at our own pace, not being pressured to consume services and days. For example, there have been times when we've done a three-person session without the bill tripling as a result! It's a long-term relationship, to help us grow.
The aim of the consultants is to make us self-sufficient, and that's a real pleasure. They're also very available: one day we had an urgent import-related question, and the solution was found within a day.
Kestio : What about the video-conferencing support solution?
Sylvie Saurine: From a technical point of view, the video session works very well.
We receive a connection link that we simply activate. We can exchange information and even share documents. For us, who are spread out between the Var and the Paris region, this saves us a lot of time and is a real performance booster.
Kestio : Do the results follow?
Sylvie Saurine: We still have a lot of work to do, but we're already seeing better use of the Salesforce tool by the whole team.
In fact, regular follow-up with Kestio ensures that the CRM subject stays at the top of the pile and doesn't get diluted in the day-to-day. As a result: we're moving forward, and it's a real boost !
Thank you very much for your testimonial!
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