Summary
Key results
Up-to-date, centralized customer data available in the CRM
Improved sales forecasting and planning
Growing sales complexity and the need for full transparency
As sales operations in Poland expanded, SGCP faced the challenge of structuring data and improving customer relationship management. The existing CRM system could not keep pace with the scale of the business – it limited consistent access to customer and project information, reduced forecasting accuracy, and constrained margin control.
Incomplete and inaccurate data slowed decision-making, while fragmented information hindered collaboration between sales, marketing, and customer service teams. To fully leverage a growing pipeline of sales opportunities and introduce a modern, integrated relationship management model, the organization decided to implement a new CRM system.
Project delivery was entrusted to Sii Poland, a certified Salesforce partner specializing in digital transformations that support the growth and scalability of sales processes.
A unified CRM ecosystem for sales and customer service
The project was preceded by an in-depth analysis phase conducted by Sii Poland experts in close cooperation with 40 key users and process owners from Sales, Complaints, and IT teams. Workshops enabled precise mapping of real business processes, identification of gaps in the existing operating model, and definition of a unified set of requirements across the organization.
Based on these insights, Sii designed the target solution architecture and planned the implementation of Salesforce Sales Cloud using an Agile delivery model. This ensured data consistency, a single customer view, and practical support for the day-to-day work of sales and customer service teams.
The scope of work included:
- configuration of Salesforce Sales Cloud and Service Cloud to support sales processes, customer service, and project management
- integration of Salesforce with key internal systems, including ERP and the data warehouse
- deployment of a mobile CRM application for sales representatives
- consolidation of sales, marketing, customer service, and technical support data within a single platform
As a result, Sii Poland delivered a unified CRM platform providing full visibility into customer relationships and sales and marketing cycles – enabling higher sales performance, better decision-making, and more effective use of data.
A trusted partner for further platform development
The new CRM system not only improved day-to-day operations but also became a strategic tool for the entire organization. Sii Poland delivered the solution in line with the client’s internal timeline, working closely with stakeholders at every stage and providing full post-go-live support.
From day one, the system was both effective and ready for further development. Salesforce CRM now serves as the central customer relationship platform and a strategic decision-support tool for management.
Key results
- a unified operating model for sales, marketing, and customer service teams
- real-time KPI reporting at multiple organizational levels
- higher customer satisfaction driven by faster service
- a scalable CRM platform rolled out across additional group companies
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