Truma creates new innovative strength with Salesforce
Success Story
Winning customers through multi-cloud implementation
With the introduction of Salesforce and a multi-cloud strategy, all sales, marketing, and service processes at Truma – both in-house and in the field – are being digitized and interconnected. To achieve this, existing systems were consolidated, interfaces were established, and a dealer portal was created.
The result is not only significant efficiency gains, but also a marked increase in satisfaction among all employees. At the same time, (end) customers benefit from fast service channels, intelligent error analysis (error catalog), and optimized interactions throughout the entire customer journey.
Overview
This was implemented
Truma digitized its sales, marketing, and service processes with Salesforce. Salesfive provided support as an experienced implementation partner.
Standardization of the IT architecture as a scalable basis
Implementation of new strategies for seamless processes in marketing, sales and service
Digital transformation in field service – on the road with tablet only
Development of a dealer portal for more efficiency and satisfaction
Technologies
These technologies were used
Systems are only as good as the technology behind them. That‘s why we rely on modern solutions from the Salesforce ecosystem for our customers‘ digitization projects. The following technologies, among others, were used at Truma.
Field Service
Salesforce Field Service Cloud is a platform for efficient planning and management of field service assignments.
Marketing Cloud Account Engagement
Salesforce Marketing Cloud Account Engagement is a platform for automated B2B marketing and lead management.
SAP
SAP is a provider of enterprise software for managing business processes.
“Digitization with Salesforce and Salesfive gives us a significant competitive advantage. Not only are we one step ahead in technology, but also in customer management.”
Solution
The project success in detail
One platform for all departments, no barriers. The multi-cloud implementation has launched an era of digitalization for Truma that is constantly evolving.
Integrated system architecture
It was possible to consolidate Truma‘s various systems and then use Salesforce to create a uniform and lean IT landscape. Through the interfaces of Salesforce using middleware, existing systems could be integrated or migrated. The system consolidation and extensive consulting created new processes that made the ecosystem scalable and standardized and optimized workflows.
The system was developed with the goal of being used internationally. We implemented and tested it specifically for the German market as a first step. We then adapted the existing system to the specific requirements of the different countries and prepared it for practical use.
The result for Truma
Through the multi-cloud implementation, Truma has achieved a significant transformation that has even won them the LUPO Award.
Faster service, higher customer satisfaction
Securing a service appointment for customers on the first call and still increasing the efficiency of the field service: Truma is now meeting this demand on its own customer service with the transformation of all service processes.
Products and service according to customer needs
Product optimization for even better customer experiences. By tracking customer histories and marketing analyses, Truma has gained a better understanding of the needs of end customers and can thus further optimize products and services.
Scalable IT for global markets
By consolidating and migrating old IT systems, we have created a future-oriented, scalable IT infrastructure. The solution is designed for global use and offers the flexibility to adapt to country-specific requirements.
Company
About Truma
Truma is a hidden champion from Germany specializing in the manufacture of comfort products for caravans and motor homes. With a broad product portfolio ranging from heating and air-conditioning systems to hot water boilers, maneuvering systems and solutions for electricity and gas supply, Truma has established itself as a reliable partner in the industry.
The company is based in Putzbrunn near Munich and employs around 700 people. With its many years of experience and commitment to quality and innovation, Truma has secured a firm place for itself in the caravaning industry.
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