SWM brings samples, pricing and customer requests into one CRM, with AI
One CRM for samples, prices and complaints, with AI
Key results
- One roadmap shared across the organisation, built in a short time
- Agentforce incoming requests and complaints classified automatically
- AI-drafted answers prepared for service agents
It was great working with the Novera team. Their customer-centric approach and the quality of the early engagement was key to rally our organization around a shared roadmap for Salesforce in a short time.
The client
SWM is a global manufacturer of specialty materials and engineered papers for industrial and consumer markets. We serve it from Belgium.
The challenge
Sales and service teams handled sample requests, pricing, price lists, customer requests and complaints through unstructured channels.
SWM needed one system to support these activities. Just as important, it needed one roadmap the whole organisation could get behind.
What we did
An early engagement to align. We worked with the business to build a shared Salesforce roadmap, fast.
Sample requests in Sales Cloud. Requests for samples are logged, tracked and followed up in one place.
Pricing and price lists. We built pricing management into the CRM.
Agentforce for case management. Incoming customer requests and complaints are classified automatically. Agents get AI-prepared draft answers to review and send.
The result
Samples, pricing, requests and complaints now run in one CRM. AI handles the sorting and the first draft, so agents spend their time on the answer. The organisation rallied around one roadmap in a short time.
