The Salesforce Customer Relationship Management (CRM) system has gone live in Ireland and is due to launch in the UK in the near future.
The system, which is the leading CRM platform on the market, has the potential to transform key sales processes and greatly increase efficiency within the company.
It will be introduced across the group business over the next two years, with new functions added to the core capabilities as we move forward.
The introduction of Salesforce aims to improve customer knowledge and in turn ensure contact with customers is more focussed and effective.
It also promises to improve our “share of wallet” – the proportion of potential income from each project – and improve our performance in smaller projects.
Underpinning this investment is our mission to make life better for our customers while at the same time driving growth for the company.
Martin O’Reilly, Country Manager for Ireland, said: “The team in Ireland is really excited by the launch of Salesforce. We have been preparing in the background with our super-users and the project team since August.
“Our full sales team spent three days training on the new system and the feedback from everybody is really positive.
“This is a complete transformation of how we carry out our day to day tasks. The efficiency gains have to be seen to be believed!”
CRM Project Manager Aurélien Laroche said: “Salesforce will enable more customer facing time for our sales teams by increasing the efficiency of our processes and facilitate their transformation where needed.
“This system facilitates the day-to-day work by having access to customer data anytime, anywhere and on any device, and will give us the ability to run more projects, especially smaller ones.
“There is also a lot of automation, such as automated tasks and reminders, which will help us to be more proactive and to improve communication within Ideal Standard and to customers.”
The introduction of Salesforce in the UK is part of Project Flywheel, which also includes remodelling the sales, customer service and business support functions so they are aligned with the markets in which we operate.
It will also reduce duplication of tasks and improve efficiency, and has largely been made possible because of the introduction of Salesforce.
The Salesforce project team has included UK colleagues Alison Tilsley, Serena Dockerill, Debbie Pope, Caroline Warrington, Charlie Ellwood, Ryan Amos and Steven Tomney, many of whom can be seen in the training photo above, along with colleagues from the Ireland team.