EI-Technologies Lebanon’s dedication and CRM knowledge were above our expectations

Antoine Chahine
Merchant Solution Manager at Areeba

It all started with our need for a system that provides a seamless customer experience, and the realization of how important a centralized system is, to give us the needed 360-degree view of our business.

After exploring different options, we found out that Salesforce CRM was the #1 CRM solution platform. It is an integrated scalable CRM solution that can give areeba departments a 360° view of marketing, sales, commerce, and service operations and that was what we were aiming for. In fact, with this multi-cloud nature that unifies business processes across different departments and teams, we were able to acquire more customers, respond quickly to our customers, and set our target KPIs through its reporting capabilities.

Firstly, we wanted a customer relationship management solution that would allow us to manage our POS operations from A to Z and we were successfully able to reach that goal. Today, our process starts with the sales representative who approaches a new customer and notifies our dispatchers. The dispatcher then manages the request received and sends it to the technical team to complete the job. Our call center also makes sure to transfer the calls they receive to the corresponding team. Hence, we were able to create a seamless interaction system between the different members of the team.

Generally, Salesforce has become an essential part of our daily activities. Its automation workflows enforce business efficiency, streamline the sales process, and improve our customers’ service experience. It has also enhanced the collaboration between our dispatchers and field service team by efficiently managing their daily activities and tasks. Additionally, the system improved our customers’ service experience by allowing our agents to follow up closely with customers and ensure their satisfaction. It has also facilitated the work of our technical team by managing their work orders and service appointments. Finally, it gave our management team the ability to track the performance of the team through dashboards and reports.

On another hand, adoption was a success: our merchant team has fully adopted the system since the go-live (100% adoption). As a matter of fact, the whole team including our sales, call center, and technical business units were successfully onboarded on the system and it is now part of their daily activities.

One of the important reasons for this success is our choice of integration team: EI-Technologies Lebanon (Salesforce implementation partner in Lebanon) has demonstrated outstanding professionalism during the project implementation. They communicated ideas clearly to us, were attentive to our needs, and successfully managed to reach their action-oriented goals. Their business knowledge and consulting approach are actually as noteworthy, for EI-Technologies Lebanon’s dedication and CRM knowledge were above our expectations. They were able to identify the different key points we needed to improve in our operations and turn them into well-tailored solutions.

Finally, the Go-Live was really smooth and fully supported by EI-technologies Lebanon. The team was always ready to answer any of our questions and assist us in case of difficulties. They also provided us with the needed documentation to ensure we successfully pilot the project on our own beyond Go-Live.

It was a pleasure working with such a high-performance team!