Swisslog is a global organization based in Switzerland and one of the world's leading automation companies. The organization stands for innovation, quality, the most important industrial software and in-house developed robotics.
Swisslog experienced growth through acquisitions, which led to fragmented processes and IT systems. At the EMEA level, there was no standard process for handling quotes for smaller deals. At Swisslog, the salespeople managed many opportunities to navigate through different departments and systems with many touchpoints and transfers. 60% of time was spent on value-added non-business tasks with the risk of error and loss of focus on deals and customers. This resulted in an average lead time for sending quotations to customers in their "installed base" of around 42 days. There was a strong need to create an Inside Sales department that focused on the smaller deals to make customers better focus on finding new customers and larger orders. This required a business application to automate the process, reduce waste and inconsistencies.
Swisslog is continuously improving their products and services for their customers. They recently successfully implemented a new solution developed by Nimble and powered by Bizagi's BPMN software. The project outcome resulted in fully automated processes for the Inside Sales department. Multi-functional teams are efficiently aligned by the new automated process flow. Incoming sales requests serving customer needs can now be dealt with in a very efficient and professional way. The BPMN software is fully connected to Swisslog's Salesforce. Also, Navision CRM as well as SAP have a position (data import of entry) in the process. While building the connections Nimble managed to adapt to the changing needs in a very successful way.
Swisslog is proud of the remarkable results. They decided based on this to expand the concept across the EMEA region. Now there is standardisation in all Inside Sales teams. Calculation models are centrally managed resulting in risk reduction of errors in quotations. Due to the integration with SAP, Salesforce and Navision, reduction of time in entering data in systems is reduced by 30%. All of this combined, resulted in decreased lead time for quotations by 50% by reducing waste and unnecessary hand-overs. The implemented learning@work methodology ensures continuous improvement.
Nimble worked with the Swisslog team to analyse the current processes and was a catalyst for creative design thinking. This ensured we created the most optimal design to automate the processes with the low-code BPMN software from Bizagi. Resulting in connecting and streamlining the functions responsible for fulfilling the customer needs. A bi-directional connection to the existing Salesforce and Navision CRM system was made. Due to the contextual representation of data in Bizagi, the team now has a significant time saving of entering data in the CRM. The system provides real time KPI's and monitoring to manage the Inside Sales team efficiently through a single platform with access anywhere. The process automation allows Inside Sales to quickly convert leads into revenue, which leads to satisfying Swisslog's customer needs with confidence.
"Sales automation for our new Inside Sales department is fundamentally about enabling seamless customer engagement and managing the end-to-end execution of incoming requests in a structured and effective way".
- Patrick Koch, EMEA Swisslog Healthcare -
"With the Bizagi Sales Automation software we were able to automate routine tasks resulting in faster response times to customers and a more controlled workload balance in my team".
- Olle Bulder, Teamleader Inside Sales Northern Europe