Client
Leadec Group
Industry
Industrial Services
Services
Sales Cloud, Service Cloud, Field Service Lightning, Einstein Analytics
Client territory
Germany
Leadec took on digital transformation and upskilling to grow its global business
PwC helped Leadec to choose a digital platform and the staff training that resulted in high levels of user buy-in and increased sales.
Chapter 1 Our role
Digitizing and integrating sales and order management systems and training employees how to use the new systems.
Chapter 2 Setting the scene
Leadec has relied on local knowledge of its customers to build a global service business that helps top tier manufacturers and automakers run their factories.That customer by customer bespoke approach meant that some functions that could have been standardised, for instance invoicing and plant servicing schedules, were not. This lead to duplication of backroom efforts and disconnected processes. The company needed an end-to-end digital transformation to streamline its operations, but this had to work seamlessly with its customers’ digital ecosystems and not force customers into a technology and not force customers into narrowed technology options or jeopardise strong client relations.
To do this, Leadec also needed to prepare its workforce. Digital transformations fail if there isn’t employee buy-in, and many of Leadec’s workers needed to be convinced that digital was the best option for this project and they could handle the change.
Leadec defined an optimal solution called Leadec.os as one that balanced employee upskilling and ease of customer integration. PwC helped to choose a digital platform and the staff training that resulted in high levels of user buy-in and increased sales.
“Our vision is to become the leading service provider for the factory of today and tomorrow. The solution already has enabled us to retain a very important contract with a key customer in the UK. Leadec.os will help digitalize the factory shopfloor.”
Chapter 3 How we helped
Given the lack of standardisation across Leadec’s global sales and service processes, PwC’s first step was to recommend installing a centralised data repository to connect all the company’s data including sales leads, sales, service delivery, invoicing, and after-sales support. Leadec chose the Salesforce platform and PwC helped develop the programme to migrate Leadec’s data and to train its people how to make the most of the new digital platform, now enhanced to “Leadec.os.”
Chapter 4 Impact and potential
The improvement to operations was immediate. Clients’ sales and service processes were aligned globally within eight months.
All along, PwC was helping to upskill Leadec’s employees. In the first 18 months more than 250 people across seven global regions were trained to use Leadec.os for sales-related activities. An additional 186 users started regularly accessing the platform for workforce management and to help track customer service calls, all the way from the initial contact through to a completed service appointment.
“I’m confident we made Leadec future-ready.”
