Mantrac Group, one of the world’s largest authorized distributors of Caterpillar machines, was faced with a major challenge: providing excellent customer service on a global scale. To achieve this, the company chose to integrate the Diabolocom contact center solution with its Salesforce CRM.
A look back at a successful transformation project, which enabled Mantrac to significantly improve the quality of its customer service.
Mantrac Group, leader in construction equipment on 3 continents
Founded in 1977, Mantrac is a world leader in construction equipment and advanced energy solutions. As an authorized distributor of Caterpillar machines, the company supplies innovative equipment for ambitious projects worldwide. Present in 10 countries on 3 continents, Mantrac has established itself as a major player in its sector.
An international sales and customer service organization
With more than 300 agents, Mantrac’s customer service and sales teams are managed locally through a three-tier organization:
- Key accounts, dedicated to managing strategic customers.
- Field sales, responsible for developing face-to-face commercial relationships.
Internal sales, responsible for managing distance sales. This organization enables Mantrac to efficiently cover all its territories and meet the specific needs of each type of customer.
Tough challenges to maintain optimal customer service
However, this international scope is not without its challenges, particularly in terms of customer relationship management. Indeed, to offer each customer the most appropriate solution, it is essential to :
- Maintain regular, in-depth contact with each of them.
- Centralize the information gathered during these interactions so that it is accessible to all employees concerned.
- Ensure optimum call quality despite distance.
However, before implementing the Diabolocom solution, Mantrac’s teams were facing recurring difficulties in precisely these areas. Calls suffered from stability and quality problems, while customer information was not always shared optimally within the company.
It was to meet these challenges that Mantrac decided to call on Diabolocom, with the aim of optimizing its customer service on an international scale. This approach proved particularly relevant in the context of the health crisis of 2020, which forced a large part of the teams to switch to telecommuting.
Successful customer service transformation thanks to Diabolocom – Salesforce integration
Using Salesforce since 2012 for almost all their tasks, Mantrac’s teams quickly saw the benefits of integrating this tool with Diabolocom’s contact center solution.
Fidelma King, Group ISR Manager at Mantrac-Caterpillar, sums up the main benefits of this integration:
“The rapid deployment of the solution, its ease of use and the fact that it allows our agents to optimize the management of their calls and e-mails in a single interface.”
In fact, this integration not only enables efficient cross-referencing of data from different customer interactions, but also makes it accessible to all agents via a single interface. Agents can enrich the customer database with each new exchange, and offer a more personalized service thanks to the available history.
Mantrac Group has also optimized its sales actions across its various territories. Managers in each territory can now create and launch ad hoc campaigns autonomously, directly from their Diabolocom supervision interface. By integrating Salesforce CRM data, this functionality enables greater responsiveness and personalization. With Diabolocom, Mantrac Group adapts to the specific needs of each local market, simply and efficiently.
Rapid deployment essential in the Covid crisis context
Beyond these long-term benefits, Diabolocom’s integration with Salesforce has also enabled Mantrac to face up to an unexpected challenge: the global health crisis of 2020.
Fidelma King explains:
“Overnight, more than 300 agents had to work remotely. Diabolocom helped us make the transition to telecommuting.”
Thanks to the rapid deployment of the solution and the support provided by Diabolocom’s teams, the Mantrac agents were able to maintain optimum customer service despite the forced switch to teleworking. Equipped with high-performance tools and a stable Internet connection, they were able to support their customers on a daily basis as they would have done from a contact center.
Significantly improved call quality
In addition to facilitating remote working, the integration of Diabolocom has enabled Mantrac to solve a recurring problem: call quality. As Magdy Fayek, CRM Development Manager, points out:
“The main advantage of Diabolocom is the quality and stability of voice calls. Previously, we had problems with audio quality and frequent disconnections. Today, we enjoy much greater stability in our customer calls.”
This performance gain is key to ensuring quality service, all the more so when managing international customers. By resolving these technical problems, Diabolocom has enabled the Mantrac teams to focus on what’s essential: the satisfaction of their customers and agents.
Integration for better team management
In addition to improving call quality and customer interaction management, the integration of Diabolocom also opens up new possibilities in terms of team management and supervision.
Thanks to real-time listening features, even from a distance, managers can connect to calls in progress and provide immediate support to their agents when needed. They can also provide personalized feedback after the call to help each agent improve.
At the same time, Diabolocom provides a wide range of statistics and metrics for detailed analysis of the performance of each call campaign. Managers can monitor their teams’ activity live, identify areas for improvement and implement corrective actions to achieve their objectives. As Fidelma King explains:
“Diabolocom is fantastic for me, as I’m based in the UK and supervise teams in 10 different countries. I can see in real time what our agents are doing, listen to their calls remotely, and support them when needed. I can also track who’s online, who’s offline, and the time spent communicating with our customers.”
Quality support for successful deployment
If the integration of Diabolocom has enabled Mantrac to reach a milestone in the optimization of its customer service, it is also thanks to the support provided by Diabolocom’s teams throughout the project.
From the initial set-up phase through to user training and day-to-day support, Diabolocom’s teams were constantly attentive and responsive to Mantrac’s needs.
“The Diabolocom teams have been fantastic. Their support is constant. My technical knowledge is limited, but they have been very patient and have always come up with solutions and ideas. Initially, they helped us parameterize the solution and train our teams so that we could then be autonomous.”
Conclusion
For Mantrac, the integration of Diabolocom with Salesforce has been a real game changer. By centralizing customer data, improving call quality and efficiently supervising teams, this solution has significantly optimized customer relationship management on an international scale.
