Swisslog experienced growth through acquisitions, this led towards fragmented processes and IT systems. On EMEA level there was no standard process for handling quotations for smaller deals. At Swisslog the sales reps were managing many opportunities by navigating through different departments and systems with many touch points and hand-offs. There was a 60% time spend on non-business added value tasks with the risk of mistakes and losing focus on deals and customers. This resulted in an average lead time for sending quotations to customers in their installed base of 42 days on average. There was a strong need to create an Inside Sales department focusing on the smaller deals to serve customers better and have the outside sales team focusing on finding new customers and larger orders. This required an enterprise 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 Institute and powered by Bizagi's BPMS 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 BPMS software is fully connected to Swisslog's Salesforce.com. 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 a a very successful way.
Swisslog is proud of the remarkable results. They decided bases on this to expand the concept across the EMEA region where now there is standardisation in all Inside Sales teams. Calculation models are now 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 above resulted as well in decreased lead time for quotations by 50% by reducing waste and unnecessary hand-overs. The implemented learning@work methodology ensures continuous improvement.
Nimble Institute worked with the team to analyse the current processes and was a catalyst for creative design thinkingn to ensure to create the best design, optimise and automate the processes with the low coding BPMS software from Bizagi. Resulting in connecting and streamlining the functions responsible for fulfilling the customer needs. A bi-directional connection to the existing SalesForce.com and Navision CRM system was made. Due to the contextual representation of data in Bizagi the team 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 and through that, 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