Speaker: Tony Poparad, General Manager - Technical Service
Why is Salesforce important to the work we do today?
Tony Poparad: In Tech Service we use Salesforce.com today for two very important reasons. First, we track all of our service engagements via SFDC cases. This helps us to establish a permanent record of these interactions that both we as UOP and our customers can refer to. Also in SFDC, we use knowledge management to store knowledge articles that can help all of our employees no matter how experienced they are, no matter where they are in the world to have access to the same information to serve our customers better.
What is the future vision for your team and how is that enabled by Salesforce?
Tony Poparad: Today, we're not able to track our service opportunities within Salesforce and it means that we have to run the finances of our business manually. It's a very cumbersome process and inefficient for a lot of people. When we are able to track our opportunities within Salesforce, it will help us develop a more precise forecast, understand our pipeline of work better and really understand what all of our obligations are to our customers so we can improve the efficiency of how we service our customers. I'd like to congratulate each of you for being nominated to the Salesforce Super User team and thank you for all the hard work that you're going to do to help us get to where we need to be in Tech Service and for all of UOP.
