Cleansui Việt Nam ứng dụng chuyển đổi số nâng tầm doanh nghiệp

Mitsubishi Chemical Cleansui Vietnam (Cleansui Vietnam) distributes a range of advanced water filtration products – using advanced hollow fibre membrane technology – that are designed to suit the local environment, water conditions and regulations in Vietnam.

With the business growing steadily, they needed streamlined and integrated processes to manage sales, marketing communications, installation support, product maintenance and ongoing customer service.

With legacy IT systems starting to become inefficient due to disconnected and manual processes, Jotani Kazuya, CEO of Cleansui Vietnam, and his team identified digital technology as an opportunity to grow faster and become more profitable.

Lack of centralised systems and manual processes

The core challenge was a lack of centralised systems and data, which was a result of technology being added to over the years and aging over time. This meant it was not possible to fully streamline or automate business activities. Customer data was also complex to manage and access, which meant the sales process was not converting as efficiently as it could.

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For the internal team, without a centralised view of customer engagement it was not easy to understand exactly what the customer needed based on past behaviour. The result of this was slower responses to enquiries, lost sales and the need for multiple touchpoints to process a transaction or technical support request.

“Initially our goal was to optimise the sales and service process, but this soon expanded to include end-to-end processes across operations, service, marketing and communication.”

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One solution for sales to customer service

“After investigating the options, we selected Salesforce as it had all the core features we needed with a lot of flexibility. We engaged OMN1 Solution to design and implement the project with us as they had proven experience in digital transformation across marketing, operations and customer service in Vietnam,” explained Kazuya.

Having completed projects across many industries for leading brands like FrieslandCampina, MSD, Glico, Yamaha Motor and Hoàn Mỹ Hospital to name a few, OMN1 Solution has developed a highly structured project management methodology.

“To start with, OMN1 listened to our needs and objectives to design the right solution in consultation with our team. When we got into the technical delivery it went very smoothly. And ongoing, they’ve provided expert help as well,” said Kazuya.

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The primary Salesforce technologies used in the solution were: 

  • Salesforce Sales Cloud to streamline lead generation, sales and reporting processes.

  • Salesforce Service Cloud to follow up, deliver positive calls for feedback and support customers throughout the product life cycle and cartridge replacement – customer satisfaction and connected experience is the key for Cleansui’s success. 

  • Salesforce Experience Cloud (formerly Salesforce Partner Community) to connect business processes and support partners and distributors from end-to-end; including order details, products received, account information, warranties, billing/payment, order tracking, customer feedback and customer relationship management.

  • Connected eCommerce to execute marketing campaigns, collect leads, generate orders, online payment and integrate with the fulfillment process in Salesforce CRM.

Enhanced conversions, satisfaction and productivity

Having one system that provides a single view of customers from sales and marketing to customer and support has improved sales conversion rates, customer satisfaction and productivity.

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While the transformation will be developed over time, already Cleansui Vietnam is reporting significant benefits across the enterprise including:

  • 100% transparency for management with real-time reporting dashboards across the business

  • More effective sales and marketing campaigns, newsletters and digital communication with automation and personalisation driven by up-to-date data

  • Less time wasted on manual administration and more time for high value activities like looking after customers to keep them happy

  • Closer relationships with suppliers, partners and distributors with a country-wide online portal for accessing real-time reports, placing orders and tracking progress

  • Online self-service options for customers to manage accounts, orders, product status and technical support makes it faster and easier to find what they need with fewer internal resources

The best is yet to come

For OMN1 Solution and Cleansui Vietnam, this is just the beginning of a long-term partnership.

“Our digital transformation is a continuous process. We’re committed to using the latest tools to enhance customer, employee and partner experiences across all our channels, to help us give access to safe, purified water across Vietnam.”

To learn more about OMN1’s sales, customer service and digital transformation solutions, visit omn1solution.com to contact us, or call (+84) 28 6685 9944 for a no-obligation discussion.

About: Established in 2015, OMN1 Solution is a strategic partner of Salesforce in Vietnam specialising in digital transformation and customer experience for customers across Asia, Europe and the USA. Our approach is to become a long-term trusted partner by taking the time to understand our clients’ challenges and using technology to help them grow and succeed.

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