About Calor Gas

Calor Gas is a company that sells bottled butane and propane to businesses and individuals in Great Britain and Ireland. Since its founding in 1935, the company has grown to become one of the largest suppliers of liquefied gas in the United Kingdom. The company focuses on reliable deliveries, innovative products, and sustainable energy solutions, including bio-propane, a renewable form of LPG.

Project background

Calor Gas initially approached PossibilIT with a request to act as the team leader for Salesforce after their own team leader had left. The company needed an expert with in-depth knowledge of Salesforce to continue supporting their internal processes. We provided not only a temporary replacement but also brought in Gianni and Tico as Salesforce experts. Tico took over team leadership, while Gianni focused on developing solutions within the CRM environment. During this collaboration, Calor became convinced of our expertise and deep knowledge of Salesforce. This resulted in a broader collaboration, with PossibilIT taking on the role of a permanent Salesforce partner.

Our activities

After becoming the permanent Salesforce partner for Calor Gas, our focus shifted to restructuring the Salesforce environment and further optimizing and automating business processes. In our own online testing environment, we test and verify that our developed solutions function as they should. The goal of our work is to provide Calor Gas employees with direct access to all customer information and actions within one system. This leads to more efficient work methods and better customer interactions, elevating their service to a higher level.

Web forms

An important step in this process is the introduction of Web Forms, which allow customers to create online leads and cases through forms. This information is processed directly in Salesforce, eliminating the need for manual copying and pasting. This enables Calor Gas to handle customer inquiries and leads more quickly and accurately, ensuring they reach the right employees.

Omnichannel

We also introduced Omnichannel, ensuring that Calor Gas can integrate multiple communication systems in the future, such as WhatsApp and voice communication. This not only improves internal communication but also provides customers with more options to make contact. We continue to develop these Proof of Concepts, where customer interactions, such as filled-out contact forms, are automatically sent to the appropriate team based on the subject or type of query. This makes assigning leads and cases even more efficient.

Integration of Salesforce and SAP

Currently, we mainly support Calor Gas with support and resolving technical issues while also setting up an architectural level for the best way to use Salesforce. This includes developing a plan to eventually integrate Salesforce and SAP so that all business processes are seamlessly integrated. This keeps Calor Gas at the forefront of customer-focused and efficient working.

Results

While our work is not yet complete, the initial results of our efforts are already evident. Where we initially dealt with a large number of incidents (between 138 and 170), our optimizations and support have reduced that number to a healthy situation of 50 to 70 incidents per month. This reduction is a direct result of the restructuring of the Salesforce environment and the implementation of more efficient processes. As a result, Calor Gas teams now work more effectively and can focus more on valuable customer interactions instead of resolving technical issues.