Electrip powered by Salesforce to digitalize end to end sales, customer support and field service processes

Zorlu Energy Solutions (ZES) is a Zorlu Energy brand founded to bring new-generation technologies to life. Since starting operations in 2018, ZES has aimed to make journeys easier for electric vehicle owners and to speed up the shift to electric vehicles with its intra-city and intercity charging stations. Besides public stations, it also installs charging stations at homes and offices.

The starting point

Growing a charging network means running three jobs at once: selling stations to individual and corporate customers, responding to user requests, and managing the installation and service teams in the field. When these jobs run in different teams with different tools, the sales team’s workload grows and it becomes hard to see where field resources are and what state they are in. ZES’s goal was to digitalize the whole journey from sales to field service end to end and bring every team together on one platform.

What we did together

We automated the sales process on Salesforce Sales Cloud, reducing the sales team’s workload and collecting data in an orderly way. We moved customer support to Salesforce Service Cloud, and with Salesforce Experience Cloud we connected B2B and B2C customers to the same platform.

For field operations we rolled out Salesforce Field Service Lightning. Planners see resource allocation on a single screen, field teams work from a mobile app, and the stage of each installation or service job can be monitored remotely. By integrating sales and field processes with ERP, we created a seamless flow between systems.

The result

ZES’s sales, customer support and field service processes now run end to end, digitally, on one platform. Visibility into resource allocation lets field teams be used as effectively as possible, and operational process flows are managed efficiently. The connection between teams increases customer success across both B2B and B2C channels.