Discover how Munters manages and utilises customer data in over 30 countries and automates repetitive tasks.
Head of Salesforce and Marketing Science
With employees in over 30 countries and expanding operations in two business areas, Munters needed to centralize customer data and make derived customer insights more available to sales and marketing processes and employees. The leader of energy efficient solutions for air treatment and climate control technologies also wanted to consolidate its customer experience-related systems and reduce costs.
Tieto worked closely with Munters as an end-to-end consultancy partner to assist with the design, implementation and global roll-out of Salesforce Sales Cloud. Tieto helped create a business-driven development roadmap and drive the change management process. After the implementation and deployment project, the continuous services program including continuous development and optimisation was put into practice.
Munters has been an innovator in the field of air treatment and climate control solutions since 1955. Headquartered in Sweden, the company has 3,600 employees in over 30 countries and an annual turnover of SEK 7.1 billion. Munters’ two business areas are AirTech and FoodTech.
Integrates sales activities and provides a holistic overview of customer data.
Provides real-time access to global data, faster quotation and automated KPI tracking.
Replaces disparate systems with a standardized cloud-based CRM with third-party integration readiness.
Munters needed a vehicle for improving access to customer data. With the global customer base and sales focus in the U.S., China and Europe, Munters decided it was time to adopt a scalable, cloud-based CRM system.
Inspired by the simplicity, flexibility and scalability of Salesforce Sales Cloud, Munters set out to find a digital transformation partner. Ulrika Sundström, System Manager CRM, Munters, points out that it was a decision with straightforward criteria.
“We assessed the landscape of options and concluded that Salesforce was the best fit, for which Tieto’s expertise came highly recommended,” she says.
“We set up a central transformation team, roll-out teams and superusers in each country. The productivity gains have been unmistakable as we now near completion. Tieto’s Salesforce implementation team has supported us every step of the way.”
One of Munters’ pain points was that teams worldwide, sometimes within countries, used different systems for customer data, tendering and invoicing. This hampered decision-making, but also provided the motivation for both technology renewal and new ways of working.
Munters and Tieto set up a pilot project in the UK to establish the best practices, as well as to validate Salesforce prior to a global roll-out.
“We knew it would be a challenge to bring all employees onboard with a global CRM solution, but Tieto’s guidance has simplified the journey a lot. Cloud functionality and mobile support were two of our key considerations at the planning stage,” Sundström explains.
In addition to introducing a common way of driving and managing the sales process and better opportunity management, the implementation of Salesforce Sales Cloud has enabled easy integration of sales data into sales, marketing and other relevant customer experience processes. This has allowed Munters to make significant operational and customer-facing improvements and automate repetitive manual tasks.
“Whether our customers are based in Germany, China or Sweden, they can get a faster response with standardized quotations and other documents. The data from our ERP system is picked up automatically by Salesforce which has eliminated manual tasks, such as updating local pricing in each country.”
“Reporting and KPI tracking have also improved significantly,” Sundström adds.
“We felt complete trust in Tieto’s Salesforce engineers. They were always well prepared, attentive to our business needs and ready to solve problems.”
Ulrika Sundström, System Manager, CRM
Air treatment is a key business area for Munters representing 50 percent of the company’s revenue, in a market that is projected to grow by 8 per cent per year until 2023. The company has an installed base of over 300,000 air treatment systems.
Salesforce has, therefore, been rigorously tested by teams in the air treatment segment. Following initial Salesforce training delivered by Tieto consultants in the UK, Munters now manages first-line support independently.
“We had no previous experience of using a cloud-based CRM system. Tieto’s initial training means that we can transfer knowledge to the entire organization. We had complete trust in Tieto’s Salesforce experts in Pune, India, who were always well-prepared, attentive to our business needs and ready to solve problems.”
Following the 85 percent completion of the global Salesforce roll-out, legacy systems have now been decommissioned. Tieto’s Salesforce experts in Pune continue to provide second- and third-line support on a full-time basis.
The team is also working on migrating the project from Salesforce’s Classic UI to the new Salesforce Lightning platform with an intuitive UI which takes user experience one step further.
“The changeover to Salesforce Sales Cloud has opened up new projects and opportunities. Our next step is to introduce a third-party collaboration solution to meet the needs of Munters’ external sales representatives in the U.S.,” Sundström concludes.