A multi-cloud and multi country journey that's helped transform how Corilus interacts with its customer
The Low Down
Corilus provides software and hardware IT solutions to a wide range of medical and paramedical professionals. As a general practitioner, specialist, pharmacist, dentist, nurse, midwife, optician, veterinarian, physiotherapist, or administrator of a residential care center, you can count on Corilus to support your daily activities with easy-to-use software as well as a strong service
As a result of several acquisitions and organic expansion, Corilus has experienced rapid growth, resulting in a number of processes not being fully aligned across the different business units. Due to the limited alignment between the different business units, employees did not have a good handle on all customer data. This made it difficult for Corilus to deliver flawless customer experiences across all services and business units. Corilus chose Wipro to help streamlining its business processes. Furthermore, they also wanted to implement Salesforce Platform to streamline Corilus’ reviewed sales and service processes on one single platform, in order to interact with their customers in a new way.
From lead to delivery in one streamlined process fully running on Salesforce
By standardising on the Salesforce Platform, several independent legacy systems have been replaced with a single platform in the Cloud, which gives Corilus the ability to ensure that all its customer-focused teams within marketing, sales, service, field service and finance have a full 360-degree view of the customers. By combining different clouds, Corilus is now leveraging the Salesforce Platform to reach its full potential.
Sales Cloud as the base for Corilus’ customer relationship management
Sales Cloud forms the base to manage Corilus’ customer relationships across the different business units. Different relationships between customers, suppliers, partners were created with one thing in mind: Knowing the customer. Being able to track each customer across the different business units gives valuable insights for marketing purposes. On top of that customer really feels at the centre of the organisation, because all representatives are aware of every interaction. Because all business units now work in the same manner and all communications are tracked, Corilus can analyse upsell & cross-sell opportunities.
Service Cloud to ensure excellent customer service
Corilus agents are now able to receive cases through a variety of channels(including phone system integration CTI, email and online ticketing directly from their customers’ software. The agents can share knowledge articles with each other and with customers. The Service Cloud Console is used by agents to manage and resolve cases efficiently. After a case is closed customer satisfaction is immediately captured by a survey sent by email, in which the customer can provide a score and optional feedback. Service Cloud enables Corilus to transform its customer service capabilities and drives improved agent productivity, enables new channels, and improves customer satisfaction.
Building accurate sales quotes quickly
Salesforce CPQ (Configure-Price-Quote) has been implemented so sales reps can easily create detailed and precise quotes with fewer clicks. Salesforce CPQ ensure that sales reps only offer the services and products in its catalogue. This means we can deliver on the initial promises made to customers. Configuration of the Corilus’ hard- and software is made easy by bundling options and providing logic through a quote configuration wizard. This resulted in a reduced product catalogue. Because of the integration with their billing system, CPQ became the basis for providing this system with the necessary data to bill its customers in an automatic way.
Efficiency gains for Corilus’ technical service
Corilus now can schedule and monitor on-site work and remote interventions with Field Service Lightning. Technicians are empowered with a dedicated mobile app to register travel, work and products consumed for their Work Orders, which also enables them to generate a service report at the customer and have it signed off. Thanks to Field Service Lightning no more paper documents are required in the full on-site support process. Appointments are automatically booked in line with service objectives: minimising travel and serving the customer ASAP. Handling and closing out appointments is now a fully digital experience, resulting in reduced administration for the technicians and improved customer experience.
“We are happy to find all information in one tool for all departments, this fosters collaboration between teams.”
Pieter Baeyaert, CTO - CPO at Corilus
foundation for enabling continuous improvement using Salesforce
journey that's enabling Corilus to deliver great software and great service
growth in the Benelux market