Case Study: ANZ transforms consumer experience with CRMIT Solutions and Salesforce Community Cloud

ANZ improves quote-to-cash with CRMIT Solutions and boosts order processing by 25%

ANZ, a leading HVAC company, needed a direct channel to engage with its consumers to control the sales and after-sales experience, as its B2C sales were largely dealer-led. Its existing mobile app lacked direct purchasing and post-sale installation management. The challenge was to create this direct sales channel, improve dealer accountability, and enhance overall consumer transparency. CRMIT Solutions addressed this using Salesforce Community Cloud.

CRMIT Solutions built a consumer portal with Salesforce Community Cloud that integrated with the existing mobile app. This allowed consumers to review quotes, place orders with partial payment, and track their journey, while the system automatically assigned orders to dealers. The solution provided real-time updates and modifications, giving all stakeholders complete visibility. The results delivered by CRMIT Solutions included an improved consumer experience, better order tracking, increased lead-to-sale conversion, and a faster quote-to-cash cycle.

ANZ