WE Tech Solutions enables first-class service with Salesforce
WE Tech Solutions is a pioneer in the maritime industry, providing first-class service to its partners and customers with strong expertise and the use of cutting-edge technologies. The energy-efficient hybrid solutions delivered to more than 250 vessels worldwide are moving the world toward more sustainable shipping – one ship at a time. However, global operations also require effective business support solutions to ensure high-quality customer service in the future. This is why WE Tech Solutions began developing its CRM solutions together with Ceili.
At WE Tech Solutions, another CRM platform was used prior to moving to Salesforce, alongside various Excel sheets. The aim was to achieve more unified data on a single platform, which led to Salesforce being chosen. In addition to improved visibility, the goal was to streamline operations, since there is a lot to do but limited resources. By automating part of the work, experts can focus more on strategic initiatives.
In addition, the service team needed visibility into sales to enable high-quality lifecycle management of customer relationships beyond the sales phase. On top of all this, time savings were sought by eliminating the need to collect information from sales agents or manually maintain gathered data in different Excel sheets.
In summary, WE Tech Solutions’ objectives were:
- More unified data on a single platform
- Better data visibility between teams
- Streamlined operations and automation
- Saving time and enabling better prioritization
How was WE Tech Solutions’ Salesforce implementation project carried out in practice?
The Salesforce implementation project at WE Tech Solutions was executed in two phases:
- In the first phase, the sales tools and Ceili’s GoPDF product were implemented.
- In the second phase, the integration with Netvisor, the implementation of marketing tools, as well as the partner portal and customer service tools (case management) were implemented.
To enable these tools, WE Tech Solutions adopted Sales Cloud, Service Cloud, Experience Cloud, and Marketing Cloud Account Engagement, along with the integration to Netvisor. Quotes are created directly in Salesforce using Ceili’s GoPDF tool.
What processes does WE Tech Solutions manage with Salesforce?
- Sales Cloud: Sales Projects and sales pipeline management. WE Tech Solutions’ customers are shipping companies and shipyards, and sales is carried out as a team effort: salespeople and sales engineers work together. Since the sales cycle is long, it is crucial that all information is clearly recorded and stored in Salesforce. Quotes are created and reviewed in Salesforce, and under each Account you can also see information about the vessels that are using solutions provided by WE Tech solutions.
- Service Cloud: The service team takes over responsibility for the solution sold and delivered when lifecycle management begins – customer relationship management throughout the vessel’s entire lifecycle. Service requests coming into Salesforce are categorized so they can be responded to and resolved efficiently – the right people take ownership of the issue as quickly as possible. Categories include, for example, spare parts sales and technical support requests. Service request handlers can also create a sales opportunity directly for the sales team based on Salesforce Case information, meaning data flows seamlessly from one department to another while maintaining visibility through Salesforce’s linking.
- Experience Cloud: Data transfer and communication between WE Tech Solutions and its partners (sales agents). Sales agents can, for example, create new leads, track the progress of leads and sales opportunities, and communicate using Salesforce’s Chatter tool. Instead of scattered emails, all discussions are stored within Salesforce.
- Marketing Cloud Account Engagement: Marketing operations and automation. Marketing manages events, email marketing, and customer outreach directly within Salesforce. With segmentation, it is easy to distinguish communication to existing customers from communication to potential prospects, enabling more targeted marketing. In event marketing, the entire process can be built in Salesforce: registration form, landing page, automated emails, invitation messages, reminders, and the campaign itself. In addition, Product Management and Service collaborate on a so-called Technical Bulletin Letter – a periodic notice sent to partners about necessary modifications and upgrades. This ensures that vessels remain properly equipped, and confirmations of changes are stored in Salesforce.
- Ceili GoPDF: Standardized quote documents can be generated directly from Salesforce data and linked to the relevant objects, such as Accounts, Opportunities, and Quotes. Previously, quotes were created as Word documents. Below is an example of a quote created with Ceili GoPDF.
- Netvisor Integration: Transfers customer data from Salesforce to the financial management system Netvisor. A scheduled two-way integration keeps customer and contact information up to date in both Salesforce and Netvisor, enabling seamless collaboration between sales and invoicing. The advanced integration implemented by Ceili allows the Salesforce administrator to configure which field data is synchronized between the systems.
How did the project and collaboration with Ceili go?
The project lasted a total of 8.5 months: Phase 1 took 4.5 months and Phase 2 took 4 months. The Christmas holidays in between helped structure the project’s schedule, which was considered a good approach by both Ceili and WE Tech Solutions. It is not advisable to try to do everything at once; instead, the desired deliverables should be broken down into parts and scheduled clearly. This way, the customer’s understanding of Salesforce grows during the project, and decisions can be made with broader knowledge.
”As WE Tech Solutions grew, we needed a scalable CRM to manage increasing sales opportunities and service needs. Salesforce stood out for its ecosystem and future potential. We chose Ceili for their previous experience in the marine industry and complex sales processes. The implementation has given us better customer visibility, streamlined reporting, and reduced repetitive tasks. Ceili truly understood our needs and delivered. Their support continues to be great – we’d gladly recommend them.”
"The project and collaboration went very well. The good preparation by both parties for the specifications ensured that they could be carried out efficiently and that the right things were aligned. The project was monitored weekly in project manager meetings, and every Tuesday there was a joint status meeting with the project teams to review the progress of the week’s tasks and, if necessary, solve potential blockers together. It was especially great to see how broadly and diversely WE Tech Solutions adopted Salesforce right from the start!"
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