Customer case
2,000 Sinch employees building confidence and trust in Salesforce with our Managed Services
As a global leader in cloud communications, Sinch lets businesses reach every mobile phone on the
planet through mobile messaging, voice, and video. With headquarters based in Stockholm, Sweden,
and a local presence in more than 30 countries, Sinch continues to grow, delivering easy integrations
and high-quality support. 3,000 enterprise customers use Sinch’s solutions worldwide, including the
world’s biggest brands like Google, Facebook, or Salesforce Marketing Cloud.
Challenge
Needs that led to Salesforce Managed Services
- Improved buyer insights - better customer insights & buying preferences tracking for a more specific & effective sales process
- Increased Salesforce user adoption - a need to enhance user confidence when working with the system on daily basis
- Seeking expertise and experience with Salesforce - to get the best out of the Salesforce instance & first-line support
The natural outcome when growing from a startup to enterprise is a need to change some internal processes. Sinch decided to use a CRM system that would allow them to better understand a wide range of customers. To have a clever overview of users with different profiles, Sinch decided that Salesforce would be the right tool to help them get these insights. It allows them to modify the sales process for SMB and enterprise customers - following the same framework within Salesforce. Based on the insights about buyer preferences, it is now easier to track all operations in the same system.
Solution
The best package in experience and cost
Sinch started looking for a Salesforce Managed Services partner in 2020. The company decided to start cooperation with us. How did it happen?
Sinch had been using Salesforce for quite some time before they decided to look for a Salesforce partner to help them better manage the instance. Salesforce Sweden recommended working with us. After the internal research, Sinch decided to pick Nextview, mainly based on the expertise and cost.
The main benefits of Managed Services
- Trust in the system - Nextview now does initial training and testing of Salesforce & the users are more confident and willing to invest time in the system
- Delivering real value to users - thanks to new internal processes entailing monthly releases with Nextview, Sinch now has more time to focus on a customer
- First-line support - saving time with any kind of user problems (from login issues to support with integration, Pardot settings, and more)
“We are happy to be working with a smaller company like Nextview, while having a consistent core team, where we can all be on the same page. The processes, the monthly releases, testing, and training are very effective for our users. Now, when Nextview does the initial testing before our team, the “business people'' see fewer errors instead of heavy techy messages. This is the biggest goal Nextview’s team helped us accomplish. Our people are actually happy with the tools they use and have a good deal of confidence when working with Salesforce”
- Richard Dearn - Head of CRM at Sinch