July 2, 2013
Wilson Fabrics, established in 1926, is one of Australia's largest soft furnishings wholesalers.
The company, which has revenues of $30 million annually, wanted better transparency in the interactions between customers and employees. The development and customisation of the Salesforce CRM solution was done by Bluewolf and took about two months to implement initially.
"Trying to convince people who for the last 20 years have used a diary to use an iPad and jump on to salesforce.com has probably been the biggest hurdle," Sencek says.
Bluewolf provided the initial training, customised manuals and helped to foster a "power trainer" so that future training could be done using internal resources. Claims are now entered through Salesforce.com and have gone from a turnaround of being approved in 10 days to 24 to 48 hours.
Wilson Fabrics now has open share of data and is also able to market to clients on a regular basis and not waste their time.
Since the solution was installed about eight months ago, Wilson Fabrics has had a 30 per cent improvement in efficiency.
