Close collaboration enabled Jotron and Fluido to succeed in record time

Jotron is a leading Norwegian manufacturer of communication and safety equipment for the maritime, aviation, and energy sectors. In 2023, Jotron realised they needed a completely new customer service system and reached out to Fluido – Norway’s leading Salesforce partner. Once the contract was signed, Jotron and Fluido had just five months to implement the new solution.

“We needed a system that could handle customer inquiries professionally while integrating with our ERP system. It was critical that the new system simplified our work processes rather than complicating them,” explains Monica Lillehjem, Global Support & After Sales Director at Jotron, adding:

“Not only did we have to start from scratch with mapping everything out, but we also had to implement our complex business processes into Salesforce in record time!”

A brand-new system delivered in record time

Using structured working methods such as sprints, status meetings, and close communication, Fluido ensured rapid progress without compromising quality. With Salesforce Service Cloud, Fluido provided Jotron with a comprehensive overview of customer inquiries. Jotron gained better control over service-level agreements and significantly improved the user experience for their employees.

“Our Service Cloud project succeeded thanks to the dedication, knowledge, and experience brought to the table by Fluido’s advisors and Jotron’s project team. Throughout the collaboration, both parties were open to suggestions, feedback, and ideas from all team members,” says Lillehjem.

Trust is the key to collaboration

Lillehjem emphasises that the relationship between Jotron and Fluido was crucial to the project’s success. She credits mutual trust, open communication, and a touch of humour as the key ingredients in their strong partnership.

“Fluido has provided us with constant availability, clear communication, and strong follow-up. This has made us feel like one team,” adds Lillehjem.

The Sky is NOT the Limit

Jotron also won Fluido’s customer award, “The Sky is NOT the Limit”, at the latest customer event, honoring a customer who has taken the Salesforce ecosystem by storm, despite being completely new to the platform.

With Service Cloud fully implemented and a strong collaboration in place, Jotron is now looking forward to exploring new opportunities, including the use of artificial intelligence to further enhance the customer experience.

“We’ve learned so much throughout this project and can see that the possibilities in Salesforce are nearly limitless. Fluido has been a fantastic partner, and we’re excited about the future,” concludes Monica Lillehjem from Jotron.

Are you ready to transform your customer service like Jotron? Let’s explore how Salesforce Service Cloud can streamline your operations and enhance your customer experience. Get in touch with our experts today!