Success Stories & Clients - Bright System HK Trusted Salesforce CRM Partner

Construction

Building material company boost Sales by CRM

Challenges

The sales process of building materials projects are typically very long, sometimes more than two years. The long selling process makes tracking of deals very hard, as the deals are large in size, client want to make sure every deal is on track.
Quotation process is complicated and many quotes may be involved in a single deal
When expanding into B2C segment, they need a systematic sales system to handle larger number of deals
Commission calculation process is troublesome and time consuming

Solutions

Implement a price control and approval system, product price is controlled centrally with multiple price books for different situations
Implement a two-type sales process and treat large deals and small deals differently
For large deal, it can further break down into small sales process to trace the deals more effectively
Implement commission calculation system

Impacts

Reduce quotation effort with less human errors
Increase win rate
Reduce human resources effort for commission handling

Client Type

Building Material Company

Solutions Implemented

Salesforce Sales Cloud, Conga Composer

Finance

Asset management company better managed their client by CRM

Challenges

Client information is separated in different sources, company cannot get accurate client information
Client information is being holded in sales representatives, lose of clients when sales left
Client activities are stored in excels of sales representatives only

Solutions

Build up customer 360 database for sales and company to get whole picture of customer
Migration of client data into a single source in Salesforce
Auto synchronize emails and calendar events to Salesforce and allow sales to record activities in Salesforce

Impacts

Build up customer 360 database for sales and company to get whole picture of customer
Better business visibility on clients, engagement activities and pipeline

Client Type

Asset Management

Solutions Implemented

Sales Cloud

Fund company enhance fund management by CRM

Challenges

Recruiting new funds and fund managers involve long engagement process which is hard to follow up
Project manager have to invest in lots of resources in following up the status of fund creation
Hard to visualize sales / pipeline performance of different funds
Customer want to cross sell their funds to existing clients

Solutions

Implementation of fund manager nurturing journey, from events, to edm to conversion
Implementation of project management workflow to trace fund development process
Implementation of sales process of fund for better sales and pipeline monitoring
Segmentation of clients for better cross selling

Impacts

Fund creation are more efficient with all project status in trace
Enhance internal communication to facilitate fund creation process
Increase in conversion rate for new fund manager

Client Type

Fund House

Solutions Implemented

Sales Cloud, Quip

Professional Service

Medical consultancy maintain long term customer relationship by CRM

Challenges

Customer medical and mental record is complicated and hard to get insight from them
Family relationship and family medical record is hard to visualize
Medical consultation involve long and complicated workflow and process which is hard to manage

Solutions

Generate reports and dashboards to visualize customer data
Consolidating different family members and relationships for better management
Set up workflow for medical consultation

Impacts

Medical consultant can provide better service to their customer with comprehensive customer 360
Customer’s family members are better served with family 360 database
Greatly enhanced the efficiency of providing medical consultation service

Client Type

Medical

Solutions Implemented

Sales Cloud, Pardot

IT company enhance sales and operation by CRM

Challenges

The sales process of IT projects is very long, as the number of opportunities in the pipeline increases, precise tracking of opportunities is very hard.
Client invests in Google AdWords but lead quality generated is bad
It is hard to justify the cost of project quoted by Sales
Client want to enhance customer support quality

Solutions

Set up standardized sales process to enhance sales visibility
Break down of sales process into presales and sales process. Cost of project is controlled by project manager rather sales
Synchronize conversion data from Salesforce to Google AdWords to trigger smart bidding and enhance lead quality
Implement support ticket system to keep track of support quality

Impacts

Increase number of leads and lead quality
Enhance win rate of sales deals and cost control
Improve customer support quality

Client Type

Information Technology

Solutions Implemented

Sales Cloud, Partner Community

Manufacturing

Factory enhance sales and repeat purchase by CRM

Challenges

The factory has a large number of customers, it is very difficult and require huge resources to maintain a good relationship with them
The account ownership structure is confusing and further increases the burden of salesman
The price calculation is complicated, salesman cannot provide a timely and accurate price to customers

Solutions

Develop an activity management system to monitor the ongoing contacts with customers
Set up customer activity KPIs to make sure every customer is well managed
Set up account ownership privacy sharing system to enhance efficiency of salesman
Implement price calculation system and pricing approval process

Impacts

Efficiency of sales team is greatly enhanced, sales turnover per salesman increased
Enhanced business visibility in sales, pipeline, forecasting, pricing control

Client Type

Factory

Solutions Implemented

Sales Cloud

Factory boost internal control and communication by CRM

Challenges

Customers are handled by different sales teams and information is not synchronized between them
Inefficiency in communication between sales, pre sales, production, finance team
Sales team do not have enough information to perform account management activities

Solutions

Implementation of role security measures and account management hierarchy to allocate customers to sales
Consolidate all production information into Salesforce and share it among all parties
Data analysis for different team to understand customers and sales insights

Impacts

Efficient of sales and production greatly enhanced with accurate and timely information
Enhance customer retention by better understanding of customers

Client Type

Factory

Solutions Implemented

Sales Cloud

NGO

NGO draw more donation and grant by CRM

Challenges

Donation records are stored in different sources, hard to know donation activities of donor
Grant is hard to manage as the grant process is long and complicated
In kind donation is not recognized
Organization has lots of high potential donors but not probably engaged

Solutions

Set up donation management system to record donation of customers
Set up grant management process to keep track of the grant process and different budget target
Set up soft credit management system to recognize in kind donors
Use data analytics to find out high potential donor and use automated engagement plan to keep them engaged

Impacts

Gain visibility of donation and donor data
Enhance close rate and sales cycle of grant
Draw more donation from most valuable donor

Client Type

NGO

Solutions Implemented

Non Profit Success Package

NGO provide better service by CRM

Challenges

Service requests increased rapidly, creating high pressure for agents
Client need to handle large amount of volunteers
Some service requests take long duration to handle and involve many parties, making it very difficult to manage

Solutions

Implementation of case management system with different SOPs so client can handle service requests more efficiently
Implementation of volunteer management system to handle preferences, time shifts and volunteer participation

Impacts

Reduction of work load for agents
Volunteers are managed better and volunteer participation rate increased
Service request successful rate improved

Client Type

NGO

Solutions Implemented

Non Profit Success Package

Retails & Ecommerce

Retail chain build up customer 360 profiles by CRM

Challenges

Customer data is coming from different sources, such as POS, online store, mobile app and impossible to know full customer details
Customer enquiries are coming from different sources and different channels

Solutions

Synchronize all sources of data and create a single source of truth customer 360 profile
Build up omni channel engage and group Whatsapp, Facebook, email, phone call,contact us form together

Impacts

All customers information are visible, enabling client to perform better customer service and marketing campaign
Enhance customer experience by providing a continuous communication in all channels

Client Type

Retail Chain

Solutions Implemented

Service Cloud, Digital Engagement

Online store create O2O customer journey by CRM

Challenges

Sales are handled in both online store and offline sales channel, and each side does not have the sales figures of other channel
Customer enquiries are coming from different sources and different channels

Solutions

Set up sales process for offline sales channel and synchronize Shopify data with in CRM
Build up omni channel engage and group Whatsapp, Facebook, email, phone call together
Set up marketing automation journey to auto engage with customers

Impacts

High potential customers are segmented by combination of offline and online data
Provide better customer service by in depth understanding of customer and continuous communication across different channels
Generate more sales by more engagement with customers

Client Type

Online Store

Solutions Implemented

Sales Cloud, Service Cloud, Digital Engagement, Marketing Cloud

Wholesales

Brand owner enhance distributors management by CRM

Challenges

Difficult to manage price quoted to different distributors as every distributor has unique contract
Sales manager lack ways to enhance sales

Solutions

Build unique pricebook for each distributor and control bottom prices to be quoted to each distributor
Assign login to CRM to distributor with large amount of order volume so that they can place orders themselves
Set up account planning for major distributors with sales target, campaign collaboration and engagement history

Impacts