The company, which has been in existence for over 20 years, distributes products from other manufacturers in related ranges, targeting medical analysis laboratories and hospitals, with a sales and customer relations team of around ten people. Its headquarters are in Puteaux and an operational unit is located in the Var.
Sylvie Saurine, Director of Operations, oversees sales administration, purchasing and inventory, technical support, regulatory compliance, and tenders. She testifies to the contribution of KESTIO to the use of the Salesforce CRM solution, a market leader: "We installed Salesforce in 2015 but experienced difficulties in setting it up. Without advice and support genuinely focused on our uses, and following some disappointments with our service providers, we called on KESTIO to make good use of the tool."
KESTIO: How did the mission start?
Sylvie Saurine : We started our collaboration with KESTIO with two days of face-to-face training with the sales teams.
The goal was to put them back in the general context of the company and to propose a common knowledge base on business processes, the use of a CRM, objectives, and common interests.
Then, we started regular online support with the KESTIO teams to train the Salesforce CRM project managers: the sales, marketing, and operations departments. This format allowed us to effectively address everyone's specific needs.
For example, the creation of certain fields or the import of ERP data with additional tools such as Dataloader, parameter setting evolutions. We discovered functionalities, uses, and optimized very quickly. We are on a rhythm of 1 to 2 sessions per month, which we each take in turn according to needs.
KESTIO: Is it enough for your needs?
Sylvie Saurine : For the moment, yes.
To be honest, we appreciate the relationship of trust and being able to go at our own pace, without being pushed to consume services and days. For example, we have had a session with three people without the bill being tripled! It's a long-term relationship, to help us grow.
The consultants' goal is to make us autonomous, which is very nice. They are also very available: one day we had an emergency regarding an import issue, and the solution was found the same day.
KESTIO: What about the proposed support solution, via video conference?
Sylvie Saurine : From a technical point of view, the video session works very well.
We receive a connection link that we simply activate. We communicate without any problems and can even share documents. For us, who are spread between the Var and the Paris region, we inevitably save a lot of time, so it's a real performance gain.
KESTIO: Are the results following?
Sylvie Saurine : We still have a lot of work to do, but we are already seeing better use of the Salesforce tool by the entire team.
In fact, regular follow-up with KESTIO ensures that the CRM topic remains at the top of the pile and does not get diluted in the daily routine. As a result: we move forward and it boosts us!
Thank you very much for your feedback!
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