Renewables / solar
„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 get organized and automate many key, repeatable processes, and that has given us time and space to grow.”
Piotr Wesoły, CEO, iSymbiOZE
100%
increase in productivity in sales operations
60%
increase in sales team efficiency
200%
more fulfilled orders per month
iSymbiOZE Group provides renewable energy solutions for businesses and consumers. The company employs 30 people and has a working sales model, but as its customer base grew, it faced the challenge of maintaining service quality.
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First, every iSymbiOZE customer goes through a fairly long process specific to the photovoltaics industry. Customers are served by several departments and several employees — from signing the contract to installation. The teams lacked a tool that would let them quickly and effectively inform customers about the current status of contracts, credit applications, and requests. Until then, to get information about their order status, customers had to call their sales representative directly. Because the process was managed in Google Sheets, salespeople had to figure out what was happening with each specific order every time. On top of that, the team needed a single place storing the entire history of customer communication, status changes, and actions taken during the process. As the company began to grow and orders piled up, it turned out that important information and arrangements were getting lost along the way and, as a result, never reached the people who needed them. The third challenge was the inability to manage tasks: creating, assigning, and monitoring them.
As a solution, the solar company chose Livespace together with its implementation offering. Accurately mapping the sales service process in the CRM was key to success. This way, both salespeople and people from the departments handling fulfillment gained up-to-date information about each customer's status and the history of their shared communication. The process was supplemented with automations such as notifications and task creation. Now, when a case moves to the next department, the appropriate person is notified that it's time to take care of it. The company also set up a simple, automated way of informing customers about the current status of their case. Now, thanks to the integration with Zapier and SMS API, when a salesperson marks an activity as complete, the customer automatically receives an SMS about the status change and no longer needs to call the sales rep.
The results of the implementation allowed iSymbiOZE to serve twice as many customers with the same team.
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