Client Story
The high priority for High Tech
Discover Salesforce
Discover Salesforce
Industry-leading tools that deliver powerful customer insights
Learn what tools can help you become customer obsessed, why the right partner is key to success, and how High Tech businesses benefit from choosing 4C.
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The 4C Difference
Client Story
The 4C Difference
Salesforce
Salesforce
Introduction
Introduction
Forget price and product: customer experience is now key to competitiveness.
Client Story
A leading energy company’s innovative product suite uses the Internet of Things to allow consumers to take control of their home environment and electrical devices anywhere, anytime. Responsive technical support across their global customer service platform is essential. Since migrating to Service Cloud, demand for technical support by has fallen by 12%, saving both time and money.
Smart use of data
Business electronics
Enterprise software
Source: Salesforce State of Sales survey 2015
CRM visibility and control
Salesforce & High Tech
Customers expect quick resolution via their preferred channel of communication. Yet many businesses struggle to meet these requirements, a situation that isn’t helped by the inability of internal teams to efficiently share information. Service Cloud allows a 360-degree view of customers including product history and support contact, based on live data. By linking to sales and marketing, it improves opportunities for up- and cross-selling.
As a Salesforce Platinum partner, 4C is ideally positioned to help you perfect the customer experience that brings true value to your business.
BILLION
Nineteen years ago, Salesforce started out as a B2B platform for sales execution. Built on a true cloud architecture and environment, where agility is built in as a platform, it has been able to constantly evolve new capabilities since then.
In this way, it has become a toolset that enables businesses to define their business strategy and their customer interaction strategy right across the board for all manner of complex models.
Because it’s true cloud, Salesforce allows businesses to easily implement new products and services. They can define change and adapt their customer touchpoints throughout sales, service and marketing.
Learn more about what we do and how we work
Discover the 4C Difference
Meet 4C
AI is the game changer
Business electronics
Paul Campbell-Balcombe, Master Solution Engineer, Salesforce
Spending on Salesforce Success Cloud is set to increase from $70 billion in 2015 to an estimated $141 billion in 2019, which highlights the scale and importance of cloud computing.
Paul Campbell-Balcombe, Master Solution Engineer, Salesforce
The difference today is that customers are the most powerful drivers of change. Salesforce gives you the means to understand your customers intimately – a critical capability if your High Tech business is going to thrive in this demanding new marketplace.
Continued engagement and value to the customer is what wins. You need a strong ecosystem of offerings including some outside your usual domain. To take greater market share you must have precise knowledge of your customers and make decisions based on data.
Expert insights from Salesforce professionals.
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Salesforce is the key to building a High Tech customer company
High Tech encompasses consumer electronics, business electronics, enterprise software and IT service providers. Businesses often operate in complex ecosystems that include business-to-consumer relationships, as well as business-to-business relationships involving distributors, retailers and specialists outlets.
The proliferation of data
25%
Expected market for AI in 2019
Customers value their experience as much as – if not more than – the product itself. An increasing number of technology companies are moving away from a product-centric model to transform into service providers. This puts the service function at the heart of the value proposition. Service owns the customer longer than marketing or sales, and it will be their job to retain the customer and pull them further into the brand ecosystem.
Tech firms lacking insight tracking capabilities
Understanding customer behaviour
High Tech challenges and opportunities
Enterprise software
Current and future challenges
Sales Cloud enables real-time CRM with full visibility of your sales processes, helping your teams accurately target customers and convert them quickly. With a single cloud-based source of information, teams have access to the same up-to-date data from any connected device.
Having a digital platform that enables customers to buy from your business more easily has become standard across High Tech. The differentiator now is making smart use of your data to understand your customers in order to drive customer engagement. Many businesses have far too much data but not enough structure to enable them to personalise messages, whether that's sales, service or marketing.
Client Story
Source: Salesforce State of Sales survey 2015
63%
$16.5
The 4C Difference
Discover the 4C Difference
Salesforce
Meet 4C
Salesforce is a holistic platform that enables you to describe how your business sells, services and markets, while allowing you to offer each individual customer personalised journey management, whether you're in B2B, B2C or B2B2C. It provides a layer of interaction between your business, your products, your services and your consumers.
Introduction
High Tech businesses are data-driven, but many don't use data to its best effect. Empowered by AI, Salesforce Einstein learns from your data so that your CRM constantly grows smarter. It can identify your most important types of customer – such as the hottest new leads or those at risk of taking their business elsewhere – and engage them with personalised offers.
Projected Salesforce Success Cloud spending
Supporting a varied, complex industry
with a powerful suite of tools.
Consumer electronics
Consumer electronics
Salesforce
High Tech challenges and opportunities
Tech businesses who master AI to deliver personalised customer journeys will surge ahead in the market.
Service owns the customer
Introduction
Source: International Data Corp
Customer service leaders using predictive analytics
Current and future challenges
Learn why customer obsession is so important in business today
A business software provider seeks consistently exceptional customer experience to keep its customers for life. Yet its 21 different Customer Relationship Management (CRM) systems were holding it back. By migrating all of them to Salesforce they can capture all customer feedback, track a customer's entire history and monitor experience in real-time. This single source of truth is used to drive ongoing enhancements.
The 4C Difference
Current and future challenges
The volume of data coming into businesses will only grow while the ecosystem of products, services, customers and partners grows more complex. Sharing the relevant data with the relevant party at the relevant time is now a key challenge. Businesses with Artificial Intelligence (AI) capabilities will automate this process and will be better and faster at discovering the optimal paths to conversion.
A well-known electronics brand was operating as three separate organisations with 35,000 channel partners and 200,000 customer and prospect accounts. For greater visibility they decided to integrate and manage their entire B2B marketing and sales operations on the Salesforce platform. The operational efficiency gains have resulted in a 50% increase in its pipeline in just two years.
It's no longer enough to use a digital platform to make buying easier. Customer engagement and personalisation are what differentiates. Understanding customers is key.
All High Tech companies are suffering from a combination of far too much data and not enough structure that enables them to use that data to personalise messages, whether that be across sales, service or marketing."
High Tech has always been characterised by constant innovation and disruption.
Seamless omnichannel customer service
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Client Story
2012
4C have provided Corilus with a 360° view of their customers from all departments by accelerating their digital growth thanks to Sales Cloud, Service Cloud, CPQ , Field Service Lightning and Pardot
2013
Discover the 4C Difference
As a High Tech company ourselves, we feel this pressure the same way our customers do.
Learn how Corsearch transformed their customer experience
2012
One of 4C's largest customers, initial cloud Implementations include Sales Cloud and CPQ
2017
2017
We are thinkers
2018
Initially a Salesforce Managed Service customer, the online HR rewards platform have expanded their Salesforce portfolio with 4C with the rollout of a multi-cloud project
4C provided a full suite of Salesforce solutions at Esko (Sales Cloud, Service Cloud, Pardot, Community, CPQ) to ensure an aligned process to capture, qualify and close leads and opportunities
2018
2016
Flexible
Consultive
Gareth Stephens, CEO UK and Middle East, 4C
Using Salesforce Service Cloud, 4C helped the UAE's Enterprise Systems with the management of their Channel and Internal Sales Processes, resulting in a 45% improvement in forecasting accuracy
Trusted
Gareth Stephens, CEO UK and Middle East, 4C
2012
Customer focus
Salesforce offers a powerful suite of tools and solutions for building customer companies. It can do an awful lot. But what should it do for you and your customers?
4C bridges the gap between the Salesforce technology and how it actually affects your customer. We start with the most important questions: What is it your customers are trying to do? How can we make this an easier or better experience for them? Then using our unrivalled understanding of Salesforce, data analytics and business consulting, we shape solutions.
“Salesforce gave us everything we needed to move away from manual excel reporting; it was easy to use and provided a centrally managed location for all customer and vendor interaction and information which we were lacking."
The collaborative element is better than I've ever seen from any other partner I've worked with.”
Customer obsession makes the difference
2015
Customer focus
We are mentors
It’s time to become customer obsessed
2013
Forget off-the-shelf implementation. Learn how 4C works closely with you to perfect the customer experience that brings true value to your business.
2018
Discover Salesforce
2017
We are sculptors
We are builders
2015
4C in action
2016
“We support our customers with our expertise in Salesforce so that they can focus on evolving their own product, which they can do faster, because they don’t have to put resource into their own systems.”
4C in action
Worked with our first high tech customer, Huddle
We are...
Meet our teams...
2017
Client Story
We are...
Markets and customers are evolving at an ever-increasing pace, which means customer experience is an ongoing process of constant learning and improvement. Our Evolve team shares our knowledge and resources to help you continuously improve as a customer company.
Implementation of a Salesforce CRM system for MobileXpense to create a streamlined sales pipeline and process
The 4C Difference
2016
High Tech businesses build complex, technical solutions that often struggle to pivot with the market. We build scalable solutions that will allow your business to keep pace with rapid changes in customer expectation.
High Tech companies already possess expert knowledge of the technology landscape. So we focus on our area of expertise – Salesforce – to help your business evolve in support of your main product, which you’ll be able to do faster with less resource.
Following a full strategy assessment we delivered Sales Cloud solutions for Cars on the web to allow them to manage customers and automate the sales processes
4C's job is to be the trusted advisor that can point your
High Tech business in the right direction.
2015
2016
2013
2012
2016
4C supported Redwood Software with the roll-out of Sales Cloud and Pardot to help unify their global marketing efforts and increase lead generation
500+
Salesforce certifications across our teams
2016
Customer experience is so vast an undertaking that it’s difficult to know where to begin and what to implement first. Our Design team specialises in designing tailored, structured roadmaps to help you identify priority projects, positively influence your success rate and structurally evolve towards a customer company.
The pace of change in High Tech is intense.
Discover the 4C Difference
1,500+
projects
delivered
2015
Meet our teams...
2013
2018
2017
Salesforce
We practise within our own organisation what we preach to our customers. We apply the same expertise, good governance and frameworks to our own processes so that we can respond effectively as the market pivots.
As a Platinum Salesforce Partner, we're first in the queue to learn about their new products and become certified experts, which means our clients benefit from them ahead of everybody else.
Design
Our feature-led process builds trust and promotes buy-in. We break down programmes into bitesize projects that are easier to manage to produce quick wins. This has a big impact because people can experience the changes faster.
Meet our teams...
2013
Matthew Drum, Channel Sales Manager, Enterprise Systems
2018
Introduction
Industry-leading tools that deliver powerful customer insights
Each High Tech organisation has its own context and challenges. So we don't blindly copy ideas from other companies or industries. We build unique high-performing solutions instead. Using Salesforce and cloud apps, our Build team will give you complete visibility of your customers, your data, and your activity across departments.
Learn
Build
Discover Salesforce
The 4C Difference
Meet our teams...
Salesforce
Only by listening to your customers and understanding their needs can you create unique experiences. Our Learn team will show you how to be truly customer focussed, analyse performance and make data-driven decisions to improve your day-to-day activities.
We are...
Evolve
High Tech businesses often have big appetites supported by very capable tech teams. This can lead them to focus too much on the big possibilities. However, our experience has taught us not to get carried away with what's possible, but to focus instead on what’s important. So for us, it's not just about improving our customers' business processes, but also about how they can truly help their customers.
4C have implemented a variety of Salesforce Clouds, including CPQ and Service Cloud, for one of the UK's most recognisable online real esate agencies
9.46
customer satisfaction score
Find out how 4C helps you to understand your customers, and why placing your customers at the heart of everything you do is the key to business success.
We understand exactly what a High Tech customer company should look like and how it should operate.
Our High Tech experience
is second to none
4C is EMEA's largest independent Salesforce Platinum Partner. In other words, we’re a market-leading High Tech business. We achieved this success by virtue of our customer obsession. We put our customers and our customers' customers at the heart of everything we do.
Introduction
Rachel Sellers, Business Analyst, Pole Star
The core values and proven data-driven methodology that differentiates 4C from the competition.
2015
Why is 4C such a strong partner in creating customer experiences on the Salesforce platform?
Formerly known as Metronet, Manchester based M247 are one of 4C's leading customers, with multi-cloud implementations and Salesforce Managed Service package in place.
Thanks to 4C's implementation of Service Cloud at the trademark firm Corsearch, they are able to provide a human and personal service to all their global customers 24/5
Our case study demonstrates the huge value of being customer obsessed.
Find out how Corsearch’s inefficient approach to customer service was causing issues, and how 4C delivered a streamlined, 360 degree view of each and every customer.
Meet 4C
Corsearch was an existing Sales Cloud user but felt they were not using the platform to its full potential. A customer focus was already central to their strategy, but they needed a more effective means of realising that vision.
Introduction
Limited understanding of the customer
4C helped Corsearch make significant gains, even from very early on in the project.
25%
With offices on different continents, there was little centralisation – especially from a customer perspective. This was complicated by recent acquisitions, which added legacy systems that couldn't communicate with each other. Using Service Cloud, 4C developed an interconnected toolset that brought the business closer to a 360 degree view of their customers.
35%
Discover the 4C Difference
Inefficient communications
50%
Koen Haegeman, Customer Engagement Manager Europe, Corsearch
Corsearch deals with 400-500 cases per month. That generates a lot of data, but not all of it is meaningful. With Service Cloud they’re able to track every case, which means unnecessary data can be filtered out without losing important information. This has led to a more direct approach to their cases and customers, and improved efficiency in customer service.
This growing business has expanded internationally with offices in London, Paris, Frankfurt and Mechelen, Belgium. Their success is built on Corsearch's close relationship with its customers. Personalisation is what distinguishes them from their competitors.
To improve personalisation, Corsearch needed a better understanding of their customers. Service Cloud gives them the right data to learn how their customers behave. An accurate record of their queries allows for better analysis, which helps the business understand how to better adapt their service to their customers.
Using email and distribution lists to manage customer service interactions was creating confusion and service gaps. With customer service split between three international locations it was difficult to establish who had responsibility for each query. 4C streamlined customer communications into a centralised queue-based system on Service Cloud.
Lack of centralisation
Increase in productivity
in US customer service
Outcomes
Introduction
Client Story
Owning the customer experience
The 4C Difference
Salesforce
It was a challenge finding the right partner that understood us, and didn’t just agree with us but pushed back. That’s a real partner.
Learn more about what we do and how we work
Increase in efficiency in EU customer service
Client Story
How 4C helped Corsearch improve efficiency by 35%
Corsearch is a trademark research firm that helps brand owners clear, create and protect their brands globally.
Struggling with data
The 4C Difference
"We wanted our customer obsession reflected in our Salesforce tools. 4C translated exactly what we wanted and developed a solution that keeps up with evolutions in our company.
Salesforce
When they met 4C, they discovered a partner who would listen across the company to truly understand their problems and objectively identify their strong points. Very quickly, 4C became trusted guides who could proactively suggest scenarios and solutions.
Decrease in
Help Desk resource
Zaide Ostrozubi, Global Client
Acquisitions Manager, Corsearch
Meet 4C
Discover the 4C Difference
Want to learn more about how 4C works to understand each company and builds bespoke solutions to meet their needs? Get inside 4C and see what we’re about.