Case study
Thanks to Livespace, iSymbiOZE – a solar energy RES company – took control of their sales ops, order fulfilment and installation processes, guaranteeing best-in-class sales service even with increasing order volumes.
For starters, every iSymbiOZE customer is taken care of by several departments and many employees during post-sales activities – from contract signing to installation. Because of how distributed the team and roles are, they lacked a tool that allowed them to quickly and efficiently inform customers of the current status of contracts, credit applications, and requests. To get their order status, customers had to call their sales representative directly. With the process being managed in Google Sheets, it was difficult to take care to keep the status up to date. As such, the reps had to go to great lengths to find out what was happening with their customer's order every time. As such, they found themselves wasting countless hours and most of their times performing customer service tasks instead of selling. They also lacked one place where all customer information, including customer communication, statuses, and performed activities, were stored and accessible. Handing over the customer from team-to-team was done manually. As a result, important information and details often did not make it to the next person in the process. Finally, within their existing setup, iSymbiOZE lacked the ability to manage tasks efficently, especially when creating, assigning, and monitoring tasks. They often experienced timeline creep, with tasks dragging on and deadlines not being met. As a result, the overall process execution was longer and more arduous than necessary.
To solve their issues, iSymbiOZE choose Livespace and took advantage of Livespace's implementation offering. Mapping and implementation of iSymbiOZE's sales ops process with the CRM was the key to success. Thanks to Livespace, both salespeople and those in sales operations departments, now have up-to-date status information in real-time. They also have a complete history of all joint communication with clients at their fingertips, whenever they need it. To amp up the effectiveness of the process even more, iSymbiOZE took advantage of some of the automations available out-of-the box in Livespace, like notifications and automatic task creation. Now, as deal moves to the next department, the appropriate person is notified that it's time to take care of it. This minimized the previous lags in reaction time they had been experiencing. iSymbiOZE also used Livespace's integration with Zapier to eliminate the issues around keeping clients current on their order status. Customers are automatically informed via SMS, using SMS Api, whenever key activities surrounding their order are marked complete within Livespace. They no longer need to call their sales rep to keep them up to date.
60%
increase in sales team efficiency
100%
increase in productivity in sales operations
200%
increase in the number of fulfilled orders per month
“Before we started using Livespace, our sales process was very chaotic. Our clients were going through several departments and several employees. Without a proper system in place, a lot of key information was getting lost during manual handovers. Now we have everything under control and we are running much more effectively, and faster. Livespace helped us getting organized and automate many key, repeatable processes, and that has given us time and space to grow.”
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