Consumer Goods
Nuvolar for Prolaboral
How Nuvolar helped Prolaboral streamline Customer Service with Salesforce, reducing case closure times by 63%
Prolaboral journey
Prolaboral is a Spanish company based in Murcia -Spain-, that has been operating for over 15 years in the workplace safety sector.
They specialize in distributing work clothing, uniforms, personal protective equipment (PPE), and general safety materials. Their product offerings are known for their high quality and competitive prices.
In addition, Prolaboral provides personalized uniforms through embroidery, screen printing, or transfer. Their mission is to help businesses enhance their image and ensure that their branding reaches wherever they go.
What we achieved together
63%
Reduction in Case Closure Times
1 New Channel
Customer service via WhatsApp thanks to integration with Hopper
+19%
Increase in Cases Created
THE CHALLENGE
Prolaboral used another CRM, but as their business grew, they faced difficulties adapting it to their evolving needs.
They decided to upgrade to Salesforce, hoping to optimize their operations and improve efficiency.
However, after the initial implementation, they realized there was still a gap in fully optimizing their Salesforce org to meet their specific requirements and unlock its full potential.
Prolaboral needed a solution that would enhance customer service, boost productivity.
The goal was to provide a seamless experience for both their internal team and clients, ensuring efficiency at every step.
FIRST ACTIONS
Understanding business processes and workflows
The first step, in collaboration with Prolaboral, was to hold kickoff meetings to gain a deep understanding of their business processes and workflows.
From there, we conducted an audit to assess the status of their Salesforce implementation, identify opportunities for improvement, and optimize processes following best practices.
Our recommendations focused on optimizing configurations and implementing key adjustments to help Prolaboral leverage the full potential of Salesforce.
This improved Prolaboral’s workflows and enabled its customer service agents to work more efficiently.
OUR SOLUTION
Operational modules
The Nuvolar team optimized Prolaboral’s customer service operations by implementing key enhancements in Salesforce:
WhatsApp Integration
Agents were switching between tools, causing delays and loss of history. We integrated WhatsApp with Hopper into Salesforce, allowing everything to be managed in one place, responding faster and maintaining consistency.
Optimized Case Management
We automated status updates and guided flows with Salesforce’s low-code tools, streamlining processes and reducing errors.
Efficient Case Organization
Now, a structured case hierarchy allows cases to be prioritized and resolved more effectively.
ERP Integration
We connected Salesforce with Prolaboral’s ERP to provide a 360º view of customers, orders, and products, improving decision-making.
Marketing Cloud Implementation
We incorporated Salesforce Marketing Cloud for personalized and automated campaigns, enabling more effective communication across multiple channels.
Faster and More Efficient Support
With these improvements, Prolaboral’s customer service team works better, responds faster, and provides a superior experience.
Behind the System
The cloud-based CRM that centralizes customer data, tracks Lead and Contacts, and Opportunities.
Marketing Cloud Account Engagement is Salesforce's B2B marketing automation solution.
Hopper connects WhatsApp with Salesforce, centralizing customer interactions and enabling seamless conversation management.
Connecting Salesforce with external systems enables seamless data exchange in one place.