With a 360-degree view of customers and assets, Thermax Limited is selling smarter, delivering better customer service, and resolving onsite equipment issues faster.
Thermax Limited is helping companies go green with sustainable energy and environment solutions. The Rs 4,899 crore engineering company builds boilers for steam and power generation, turnkey power plants, wastewater treatment plants, waste heat recovery systems, and air pollution control solutions. These products enable industries to strengthen resource productivity and bottom lines, while also protecting the environment.
With 14 manufacturing facilities, 29 wholly owned subsidiaries, and a sales and service network across 30 countries, Thermax’s operations are vast. The company has so many processes, tools, data sources, and customer touchpoints that it can be hard to get a unified customer view. Hence the need for a digital transformation.
“With Salesforce, we’re driving all sales, CPQ (configure, price, and quote), and service processes across businesses on one platform,” says Kunjal Tanna, Head – Digital Customer and Commercial Excellence Products, Thermax Limited. “Teams now have a 360-degree view of customers and assets that helps them deliver better experiences.”
Enabling faster, smarter sales and service
Through Salesforce Sales Cloud, Thermax has streamlined lead management and sales forecasting for optimal efficiency. Even leads and opportunities coming in from dealers and distributors can be tracked with ease through a partner community built on the platform.
Meanwhile, a customer portal – Thermax EDGE – has become the company’s single digital touchpoint for all customer interactions.
If a customer has a query or service issue, it’s seamlessly captured and routed to service teams through Salesforce Service Cloud.
“Our service teams have complete visibility into the end-to-end lifecycle of an asset, including its history and related documentation,” says Tanna. “This helps them serve customers faster and better.”
If a service issue involves equipment repairs, the ticket is routed directly to the field services team. All the information they need on the case and work order are instantly available on their field services mobile app. So, when they visit the customer site, they’re much faster at conducting repairs, capturing information, and closing the case.
“Having a common platform for all our accounts and contacts helps us drive lots of synergies within different businesses,” says Tanna. It also enables us to uncover new opportunities for cross-selling and upselling.”