"We are relative newcomers in the field of CX, but Acorel took us by the hand as a guide."
Wouter Garot, CEO at SILICON
The success story of SILICON
Metal processing specialist SILICON is a success story. In 40 years, the company founded by Wouter Garot has grown into an internationally recognized entity synonymous with quality. However, SILICON aims to increase its market share, which is why the company engaged Acorel to convert more prospects into customers with the best customer experience. SILICON designs and manufactures specialized heat-resistant anchoring systems - see the video below. These systems are used in industrial ovens that produce extremely high temperatures, for example in the energy sector and the petrochemical, cement, incineration, and steel industries. With a self-designed welding system, SILICON guarantees the quality and efficiency of the anchor installation process. CEO and owner Wouter Garot founded the company forty years ago and continues to make continuous improvements at SILICON. His most recent mission? Increasing market insights and streamlining sales processes in collaboration with Acorel.
Transparency in the sales funnel
After investing heavily in the industrial and logistics organization, SILICON decided it was time to upgrade its commercial sector. "The sales opportunities in our ERP system SAP Business One were not sufficient for our ambitious future plans on the global stage," says Garot. "There was inadequate knowledge retention and transfer within the organization, and we lacked a clear understanding of market dynamics and customer history. Therefore, we aimed to provide a better customer experience by bringing more transparency and structure to our sales processes. Additionally, we wanted to be able to better track progress and sales performance."
"In 2020, we sought a specialized partner and a sales solution to help us achieve our growth ambitions. After a thorough selection process, we chose Acorel and SAP Sales Cloud. Acorel specializes in customer-centric work, and SAP Sales Cloud could be tailored to our specific requirements. Furthermore, Acorel had previous experience integrating SAP Sales Cloud into SAP Business One."
A solution for sales, service, and marketing
Acorel developed an integrated solution in collaboration with Domani Business Solutions, SILICON's management partner for SAP Business One. The solution initially supports SILICON's operational sales activities. Eventually, the solution will also be used to support service processes such as complaint registration and marketing activities like sending newsletters.
Seizing more opportunities through better insights
Working globally consistently and customer-focused
Garot: "An important goal during the implementation was to incorporate my years of sales experience into the structure of the sales process because I know this is the best way for us to succeed. The key to our sales success is that customers thoroughly understand our products. They then realize that our systems simply save them a lot of time and money by prolonging the lifespan of their machines and reducing repair times."
Prepared for further growth
Garot is satisfied with Acorel's supportive role. "We are relative newcomers in the field of CX, but Acorel handled it well by truly guiding us, like a mentor. They helped us make the right choices and were willing to go against our preferences when necessary. You can tell they are experienced in change management. Additionally, they managed to handle my intensive involvement in the sales process and translate it into an effective system configuration. They merged the system and our best practices without deviating too far from the technical standard of SAP Sales Cloud."
