In 1998, MEVACO GmbH was formed by the merger of two leading perforated plate manufacturers and is one of the biggest manufacturers of expanded metal, perforated plates, woven wire mesh and welded mesh in Europe. With 135 employees at 10 locations in Germany, Austria, Switzerland, France, Italy, Hungary and Poland as well as further partners in Scandinavia, Romania, the Czech Republic, Slovenia and the Baltic states, MEVACO reaches more than 20,000 customers throughout Europe.
The product range is regularly expanded and also comprises individually configurable products in addition to standard products. MEVACO offers a very wide variety of products and records 100,000 orders per year.
Before the beginning of the project, MEVACO already used a Magento online shop and a CRM tool, which was mainly used to manage customer data. Customer transaction data could not be displayed in this system. MEVACO was looking for a CRM system that would be able to receive this transaction data from the shop, process it and make it available in graphical form. Moreover, internal sales processes were to be automated in order to decrease process costs and have more time for comprehensive customer service, which had not been possible with the old solution.
The implementation of Salesforce Service Cloud presented MEVACO and dotSource with some challenges, for example the:
- provision of relevant master data in its entirety and in the required format
- implementation of existing automated process steps and formulas from the old CRM system
- programming of complex calculations and their results for ideal reporting
- set-up of Salesforce Live Agent
Thanks to the implementation of Salesforce Service Cloud, MEVACO now uses a modern and web-based CRM system that enables sales staff to work with a state-of-the-art user interface. Salesforce Service Cloud provides MEVACO with a better overview of customer and transaction data – concisely presented in central customer accounts and clear dashboards. With the help of Salesforce Live Agent, MEVACO’s sales staff advises customers quickly and directly in the online shop.