Record Door Ltd.: Innovating with Salesforce CRM System for Efficient Service and Sales

Record Ajtó Kft. has been present in the Hungarian market since 2000 as part of the Swiss Record Group and has been the market leader in automatic entrance doors since 2007. In 2018, the company entrusted Attention CRM Consulting with the implementation of the Salesforce CRM system after falling in love with the Field Service module. Record Ajtó was the pilot project for this solution in the region.

Previously, the company had a well-functioning, partially in-house developed system, which, as CEO Árpád Jámbor puts it:

“We worked with a service software that was bolted onto SAP, and we were very proud of it. Several companies even wanted to buy our know-how. I believe this system played a significant role in our success, helping us pull ahead of competitors and become the strongest service company in Hungary.”

However, over time, Record Ajtó sought something better—an adaptable system that could track the company’s development, meet its growing needs, offer strong and continuous support, and stay on top of global trends. After reviewing the Field Service module, they decided to proceed with Salesforce CRM. Árpád’s reaction was: “I was blown away when I saw what Field Service could do. It offered so much more than the system we thought was the best, and it was a web-based solution.” Furthermore, Salesforce CRM also provided a solution for tracking sales, a function that hadn’t been systematically managed before.

Transition from In-House Systems to Salesforce CRM

Record Ajtó had been using a heavily customized Excel system for 18 years, but the administration and lead management were not integrated into any system. Each salesperson had their folder where they tracked projects, and it relied on their memory to know which projects needed attention. The process of tracking orders and expected revenue was manual and time-consuming.

According to Csaba Jámbor, the company’s operational leader:

“When the CEO asked what orders had been placed in a given month and what revenue we expected, we had to scramble to gather relevant information.”

The Salesforce project started after approximately six months of preparation and was smoothly integrated into the sales department. According to Árpád:

“Attention CRM Consulting quickly understood our needs, and they were able to implement those needs into Salesforce quickly and accurately.”

Key Objectives of Salesforce CRM Implementation

Record Ajtó aimed to implement a CRM system that:

• Standardized Workflows: Ensures that all employees work in the same system, providing easily accessible and up-to-date data for management.
• Improved Sales Efficiency: Enables better tracking and evaluation of sales performance.
• Data-Driven Insights: Facilitates statistical analysis and performance tracking.
• Optimized Work Hours: Helps reduce overtime and ensures more productive use of work hours.
• Reduced Administrative Burden: Minimizes redundant tasks and streamlines communication within the sales and service teams.

Additionally, the system allows for:

• Better tracking of service offers and sales plans.
• Improved communication between the service and sales teams.
• Real-time insights into sales performance compared to goals.
• Simplified management of tasks and scheduling for field workers.

Field Service Module: A Collaborative Learning Process

Implementing the Field Service module was a “joint learning process” for everyone involved. Árpád acknowledges that initially, Attention CRM Consulting wasn’t entirely familiar with the service operations, but quickly adapted to integrate service management into the sales process. Despite the early challenges, he is confident that the project was worth pursuing.

Expectations from the Service Project

The Field Service module aimed to increase the efficiency of service technicians by:

• Ensuring better work hour management and reducing overtime.
• Simplifying administrative tasks (e.g., creating new work orders).
• Providing technicians with the information they need to make quick, informed decisions (e.g., displaying service history and warranty tracking).
• Enabling part sales and tracking part lifecycles for easier sales opportunities.

For dispatchers, the module allows:

• Automatic scheduling of service tasks.
• Better workload management with workload statistics.
• Improved service quality by adhering to SLAs (service level agreements).
• Automated communication with customers, including work order updates.

Results and Benefits of the Salesforce System

Árpád reflects that Salesforce brought more than just efficiency to Record Ajtó. It provided security, a systematized approach to their operations, and the potential for continued growth. He emphasizes:

“Salesforce didn’t just improve efficiency for us. It gave us peace of mind, a systematic approach, and the confidence that we can maintain or even exceed our current performance.”

The sales module’s breakdown into stages allows the team to easily track the entire sales process. Any necessary actions are automatically shown by the system, ensuring that no project is overlooked. This has significantly reduced errors like incorrect addresses or technical specifications, which used to be the root cause of more than 90% of the project problems.

Csaba particularly appreciates the integration with Outlook, as it allows him to link emails to specific projects or tasks without having to manually enter the data into the system.

Future Expectations and System Improvements

Despite the significant improvements, Árpád mentions a few areas for development, such as auto-scaling bubbles to indicate technicians’ daily workloads based on estimated vs. actual working hours. Nonetheless, he firmly believes that the project has been successful and would pursue it again in the future, with better data organization from the start.

Conclusion

Record Ajtó’s evolution over nearly two years of working with Attention CRM Consulting and Salesforce has been a transformative journey. From improving service and sales efficiency to enabling real-time data tracking and reducing administrative work, the Salesforce CRM system has played a crucial role in Record Ajtó’s continued success. As Árpád sums up, “Attention has invested a lot of energy into delivering the best service, and we’ve always found common ground to work together efficiently.”