Elgór+Hansen – Streamlining Service Support with Salesforce Service Cloud

Background

Elgór+Hansen S.A. is a company that plays a key role in the mining and energy sector, providing technologically advanced solutions supporting the safety and efficiency of industrial processes. The company’s portfolio includes power supply systems and industrial automation equipment, such as medium voltage switchgears and transformer stations adapted to difficult working conditions in mines.

The company also produces modern container transformer stations for the renewable energy sector (RES), supporting the development of large installations and photovoltaic farms. Thanks to many years of experience and an innovative approach, Elgór+Hansen plays a significant role in the transformation of the industry towards more sustainable and ecological solutions, in line with the idea of a low-emission economy promoted by the Grenevia Group.

Problem: Elgór+Hansen encountered a number of problems in the area of service support

Lack of a single space for collecting service data.
Dispersal of information between teams from different shifts and departments, which made collaboration difficult.
Lack of automatic tracking of response times for reports under service agreements.
Lack of incoming call registration, which prevented effective linking of reports to telephone conversations.
Lack of automation of service procedures and monitoring of report handling efficiency, including SLA times.

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Solution

In response to the above problems, Elgór+Hansen implemented Salesforce Service Cloud – a comprehensive platform that revolutionized service management. Thanks to data centralization, all information related to handling tickets, such as details of problems, stages of problems’ resolution and assignment to appropriate service technicians, are in one place. The system allows for current insight into the status of each ticket – from the moment it is registered, through assignment to the appropriate service technician, to the final solution.

Integrated communication tools, such as the Chatter module and the activity function, enable full registration of events and tracking of all activities related to a given ticket, which eliminates the risk of omitting important steps. Additionally, thanks to Chatter, internal communication is possible between people involved in the service process – users can save internal notes in it, which are visible to anyone who has access to a given ticket. What’s more, managers gain full transparency in terms of team workload – they can see how many tickets are currently assigned to individual service technicians and in what time and with what effect they are resolved, in accordance with SLA assumptions.

Salesforce Service Cloud also introduced automatic mechanisms for assigning tickets to appropriate teams based on priorities, location or type of problem, which significantly improved work organization and accelerated response to customer needs. Thanks to this, service support has become more transparent, effective and compliant with customer requirements and service agreements.

Result

The implementation of Salesforce Service Cloud has brought significant benefits to both Elgór+Hansen service teams and their customers. Process automation has allowed for a significant increase in work efficiency, which has resulted in faster and more precise resolution of requests. Improved internal communication and data centralization have enabled teams to collaborate more effectively, and integration with VOIP and Outlook has made it easier to manage requests and documentation.

Thanks to the real-time view, managers have full control over the workload of individual service team members – they can see who is handling how many requests at a given time. This functionality allows for more efficient assignment of new tasks, which allows for better use of resources and ensuring timely handling of requests. As a result, the company can make more informed operational decisions, adapting to the changing needs of its customers.