[Case Study] Retty, Inc. | Enabling sales teams to view the latest customer information without using BI or writing SQL
In this article, we introduce a case study of Retty, Inc.
Retty, Inc. operates the real-name gourmet service "Retty".
For Retty, it was crucial to make customer usage status and behavioral data accessible to the sales team to improve the quality of their sales activities.
This article is a case study for companies that have accumulated customer and behavioral data but are not fully utilizing it in their sales operations.
By automatically syncing customer and behavioral data stored in the data infrastructure to Salesforce, we created a system where sales representatives can check the latest customer information on Salesforce, the tool they use daily, without needing to use BI or write SQL.
They faced the following challenges
At Retty, customer data and service behavioral data were accumulated in their data infrastructure.
However, on Salesforce, which sales representatives use daily, they were unable to sufficiently check the latest customer information needed for meetings and proposals.
Therefore, to understand customer status, sales representatives had to check separate analysis screens or make requests to the analytics team.
Specifically, they faced the following challenges:
Although customer and behavioral data were accumulated, it was difficult to check the latest information on Salesforce, which sales teams use daily
There were situations where checking separate analysis tools or extracting data was necessary for information gathering before sales meetings
The level of data utilization tended to vary among individual sales representatives
It took time to understand customers and prepare proposals
What INVOX supported
INVOX organized the customer and behavioral data accumulated in the data infrastructure and prepared it in a format that is easy to use in sales operations.
Specifically, we organized the customer information and behavioral data necessary for sales activities and built a system to automatically sync it to Salesforce.
As a result, sales representatives can now check the latest customer information on the Salesforce platform they use daily, without needing to use BI or write SQL.
Rather than simply visualizing data, we established a data utilization system that is actually used in the field by delivering necessary information to the business tools that sales teams use every day.
What became possible after our support
After our support, customer and behavioral data stored in the data infrastructure was automatically synced to Salesforce, allowing sales representatives to check the latest information on the screens they use daily.
This enabled the following outcomes:
Organizing customer and behavioral data into a format easy to use for sales activities
Automatically syncing the latest customer information to Salesforce
Enabling sales representatives to check the latest customer information without writing BI or SQL queries
Streamlining information gathering before sales meetings
Making it easier to prepare proposals based on customer understanding
Reducing disparities in data utilization among individual sales representatives
By allowing sales representatives to check necessary information within Salesforce—the tool they already use—without having to open separate analysis tools or request data extractions each time, it has become easier to leverage data in sales activities.
Delivering data to the screens sales teams use, rather than having them look at BI tools
When promoting data utilization in sales operations, simply creating BI tools or dashboards is sometimes not enough.
Of course, BI is effective for grasping the overall situation.
However, for sales representatives to use data in their daily meeting preparations and customer interactions, it is crucial that the necessary information is available within the tools they already use.
In this support project, we built a system where customer and behavioral data stored in the data infrastructure is synced to Salesforce, allowing sales representatives to check the latest information without changing their workflow.
The key point was delivering data to Salesforce, which the sales team already uses, rather than asking them to adopt a new tool.
This made it easier for data utilization to be naturally integrated into sales activities without depending on specific individuals.
What companies with similar challenges should consider
When people think of data utilization, they often focus on creating dashboards and reports.
However, to create a state where data is actually used in the field, it is necessary to consider who needs what information, and within which specific tasks.
For sales organizations, being able to grasp customer usage status, past behavior, contact history, contract status, and sales opportunity status improves the accuracy of proposal preparation and prioritization.
On the other hand, if that information only exists within a data platform or BI tool, hurdles remain for sales representatives to use it on a daily basis.
Therefore, to utilize data in the field, it is important to design a system that delivers the necessary information to the business tools that sales teams use every day, such as Salesforce or HubSpot.
You do not need to integrate all customer data from the start.
Even just starting by integrating data directly linked to sales activities, such as metrics to check before a meeting or information to determine which customers to prioritize, makes it easier to promote utilization in the field.
For companies facing challenges with data utilization
Even if customer data and behavioral data are accumulated, it will not lead to results if it is not in a state that the sales team can use.
At INVOX, we support the creation of systems that deliver data accumulated in data platforms to the tools that teams use daily, such as Salesforce and HubSpot.
For example, please feel free to consult with us if you have the following challenges:
You want to reflect the latest customer information in Salesforce
You want to create a state where sales representatives can view data without using BI or writing SQL
You want to utilize information in your data platform for sales activities
You want to streamline information gathering before sales meetings
You want to improve the quality of proposals based on customer usage status and behavioral data
You want to integrate necessary data into the business tools used by sales and CS teams
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Other case studies
At INVOX, we support data utilization in various areas, including marketing, sales, CS, management administration, and data platform improvement.
You can view case studies by challenge below.
For those who want to analyze advertising and marketing data across the board
For those who want to utilize customer data in Sales and CS
For those who want to utilize data for management control and predictive analysis
For those who want to review data infrastructure costs, permission management, and governance
Other case studies are compiled in our case study magazine.