The Challenge
Sika experienced its most significant growth between 1990 and 2010. During this time, they founded dozens of subsidiaries, acquired more than 35 companies, and nearly doubled their workforce.
This growth has only continued; since 2015, Sika has acquired an additional 25 companies, founded 11 new subsidies, and opened 44 new plants. Throughout this time of rapid expansion, their sales and service systems could not keep up. Employees were struggling with outdated systems that required manual data input and offered limited customer insight. Sika had no ability to see what their concrete producers were quoting and could not assist with facilitating the sales process. Trifecta’s challenge was to develop a solution that would streamline service activities, effectively handle case management, and provide management with visibility via reporting functionality.
Trifecta did a great job getting us up and running on Service Cloud quickly.
Mike Estes
Sika
Our Strategy
The Trifecta team started by implementing Salesforce Service Cloud with standard workflows, LiveAgent Chat, and SightCall.
We then configured Service Console to give Sika a single-screen experience. Our team installed service dashboards that aligned with Sika’s needs to allow analytic capabilities for management. Trifecta utilized mobile app functionality to give Sika’s field reps the ability to create and view cases while working remotely using contact and account records.
THE RESULTS
Trifecta’s solution has improved Sika’s overall efficiency. Service reps have all customer information at their fingertips on a single screen, giving them a 360-degree view of their customer – even if they are outside of the office.
Their executives are now able to create and view reports with ease. The implementation of Service Cloud took Sika from outdated to automated. Their team has reported a reduced rate of data errors, as well as a faster resolution time when cases do arise.
